Customer Success Manager

WWL Vehicle Services Mexico S. de R.L. de C.V.; Santiago de Querétaro; Presencial; MXN 600.000 - 900.000; Jornada completa

Descripción de la vacante

WWL Vehicle Services Mexico S. de R.L. de C.V.

seeks a Customer Success professional to act as the primary operations contact for assigned customers during contract execution. You will build stakeholder relationships, provide service reviews, and drive improvements with structured insights and feedback. The role requires 5–7 years in customer-facing roles, strong logistics and service-delivery knowledge, and excellent communication.

Formación

• Typically 5–7 years’ experience in customer success, account management, logistics, operations, or related customer-facing roles.
• Advanced knowledge of logistics operations, service delivery, customer success processes, and contract execution.
• Strong analytical and problem-solving capability for structured and semi-complex issues.
• Ability to work independently and coordinate effectively across business units and support functions.
• Good communication and influencing skills with operational and tactical stakeholders.
• Structured approach to customer follow-up, service quality, and continuous improvement.

Responsabilidades

• Act as the main operational point of contact for assigned customers during the contract execution phase.
• Build relationships with customer stakeholders at operational and tactical levels and maintain proactive communication on service matters.
• Deliver service reviews and support performance discussions using structured operational insights and customer feedback.
• Analyze service performance and identify improvement opportunities within assigned accounts.
• Drive follow-up on SLA, KPI, and customer feedback deviations in coordination with internal stakeholders.
• Coordinate with business units to support contract implementation, service delivery alignment, and agreed operating.
• Manage operational exceptions and coordinate escalation resolution across functions.
• Provide structured input on performance risks, account health, and service improvement opportunities to relevant stakeholders.
• Support retention and renewal discussions by contributing customer success insights and delivery performance information for assigned accounts.

Conocimientos

Experience in customer success

Logistics knowledge

Analytical and problem-solving

Independent work

Communication and influence

Structured follow-up

Educación

Bachelor’s degree in Business, Engineering, Supply Chain, or related field, or equivalent experience

Descripción del empleo

Key Responsibilities

• Act as the main operational point of contact for assigned customers during the contract execution phase
• Build relationships with customer stakeholders at operational and tactical levels and maintain proactive communication on service matters
• Deliver service reviews and support performance discussions using structured operational insights and customer feedback
• Analyze service performance and identify improvement opportunities within assigned accounts
• Drive follow-up on SLA, KPI, and customer feedback deviations in coordination with internal stakeholders
• Coordinate with business units to support contract implementation, service delivery alignment, and agreed operating
• Manage operational exceptions and coordinate escalation resolution across functions
• Provide structured input on performance risks, account health, and service improvement opportunities to relevant stakeholders
• Support retention and renewal discussions by contributing customer success insights and delivery performance information for assigned accounts

Background & Core Competencies

• Bachelor’s degree in Business, Engineering, Supply Chain, or related field, or equivalent experience
• Typically 5–7 years’ experience in customer success, account management, logistics, operations, or related customer-facing roles
• Advanced knowledge of logistics operations, service delivery, customer success processes, and contract execution
• Strong analytical and problem-solving capability for structured and semi-complex issues
• Ability to work independently and coordinate effectively across business units and support functions
• Good communication and influencing skills with operational and tactical stakeholders
• Structured approach to customer follow-up, service quality, and continuous improvement

Who We Are

At Wallenius Wilhelmsen, you'll join a global leader in shipping and logistics with more than 9,000 colleagues across 28 countries. Together, we help move vehicles, equipment, and goods around the world through innovative and sustainable solutions. Our ambition is to lead the way in transforming shipping and logistics. Our success is built on our people. Rooted in a strong safety culture and guided by our values – We Care, We Challenge, We Commit – we create an environment where people can grow, contribute, and perform at their best. As a global company listed on the Oslo Stock Exchange, we offer international opportunities within a collaborative and values-driven culture.

Our Commitment to Equal Opportunities and an Inclusive Workplace

At Wallenius Wilhelmsen, our people are fundamental to our success. We believe in the power of bringing people together and value the unique experiences, skills, and perspectives every individual brings. These differences strengthen our ability to support our customers, drive innovation, and succeed as a global organisation. By fostering an inclusive culture where everyone feels valued and empowered to contribute, we create better outcomes for our people, our customers, and our business.

By joining WalWil, you are not just taking on a role. You are joining a global team of over 9,000 people across 28 countries, where you can play a part in shaping shipping and logistics to be cleaner, smarter, and better for future generations. We believe careers grow through purpose, learning, and collaboration. Here, you will have opportunities to develop your skills, work with experienced colleagues, and contribute to meaningful work that supports customers and communities around the world. If you are motivated to learn, make an impact, and be part of a global team, WalWil could be the place for you.

For more than 150 years, Wallenius Wilhelmsen has connected people, businesses, and markets across the world. What began as a mission to move goods and enable trade has evolved into a global shipping and logistics company focused on innovation, operational excellence, and a more sustainable future.

But our story is defined as much by our people as by our business. Guided by our values—We Care, We Challenge, and We Commit—we foster a culture where people are empowered to grow, speak up and make a meaningful impact. Behind every achievement is the dedication, expertise, and collaboration of our teams. Across 28 countries, colleagues come together with diverse perspectives and a shared purpose: creating value for our customers, communities, and one another. It is this spirit that makes WalWil not only a leader in our industry, but also a place where people can build rewarding careers and contribute to something bigger than themselves.