Customer Success Manager | Mexico

Moove Vehicle Limited; Ciudad de México; Presencial; MXN 30,000 - 70,000; Jornada completa

Descripción de la vacante

Una empresa innovadora está buscando un Gerente de Éxito del Cliente para liderar un equipo en la transformación de la propiedad de vehículos. Este rol clave implica construir un equipo de alto rendimiento, impulsar la satisfacción del cliente y desarrollar procesos que aseguren el éxito y la retención. Se requiere una combinación dinámica de habilidades interpersonales y de negocio, junto con un enfoque analítico para utilizar herramientas de CRM. Si estás listo para un desafío emocionante y deseas marcar una diferencia en el sector de movilidad, esta es tu oportunidad para brillar en un entorno colaborativo y positivo.

Formación

• 4+ años de experiencia en gestión de cuentas o éxito del cliente.
• Excelentes habilidades de comunicación en español e inglés.

Responsabilidades

• Construir y liderar un equipo de éxito del cliente.
• Impulsar el éxito de KPI en satisfacción y retención de conductores.
• Analizar métricas para mejorar operaciones y eficiencia.

Conocimientos

Gestión de Clientes

Comunicación Verbal y Escrita

Gestión de Proyectos

Análisis de Datos

Trabajo en Equipo

Educación

Licenciatura en Administración o campo relacionado

Herramientas

Herramientas CRM de CS

Descripción del empleo

About Moove

Moove is building the world’s largest fleet and best-in-class technologies that power mobility platforms. Its flagship Drive-to-Own (DTO) product democratises access to vehicle ownership with a revolutionary revenue-based financing model, enabling underserved mobility entrepreneurs to thrive.

Moove’s growth has been fuelled by its global Uber partnership and support of leading investors and lenders, including Uber, Mubadala, BlackRock, MUFG, and many others. With operations now spanning 19 cities across 6 continents - Africa, Asia, Europe, North America, South America, and the Middle East - Moove continues to expand its offerings through strategic acquisitions and partnerships with industry leaders, including Waymo and Uber. Moove is transforming mobility to make it safer, more efficient and accessible to all, while providing economic opportunities and supporting skills development in the mobility sector.

About the Role

Moove is looking for an experienced leader with excellent people skills, strong business acumen, and an entrepreneurial attitude to be the Customer Success Manager. The Customer Success Manager will be building a high-performance Customer Success Team and be responsible for the satisfaction, retention, safety, and success of our customers.

The ideal candidate will have a proven track record in developing high-performing Account Management, Customer Success, or Support Teams and be comfortable setting up the tools, processes, and structures to succeed. A successful CS Manager will be a strong people leader who is able to manage conflicting tasks and deadlines in a busy environment. A successful candidate will also be familiar with utilising CS CRM tools to drive success and efficiency and understand how to pull, digest, and action the data derived from those tools.

What You’ll be Doing

• Build and Lead a team (at this time 3) to successfully achieve Moove’s launch and scale.
• Drive KPI success across metrics such as driver satisfaction, retention & churn.
• Build and scale processes, tools, and tracking to understand the success of the team.
• Draw insights from telematics data and develop proactive training for our customers.
• Oversee and ensure the timely reconciliation and collection of driver payments on a weekly basis, maintaining high performance standards.
• Analyse metrics and implement projects & initiatives to improve operations, efficiency, and effectiveness.
• Work closely with the Managing Director and other Stakeholders to drive projects and work with central teams to resolve any operational or product issues.
• Support in-country initiatives to promote Driver Safety and Driver Diversity.

What You will need for this position

• Successful candidates will bring a dynamic combination of IQ and EQ and an ability to think strategically and execute tactically.
• A keen sense of responsibility, initiative, and an ability to inspire. You should feel comfortable working autonomously and in a team environment.
• A minimum of 4 years of experience or less if you are an overachiever (prove it!).
• Operational experience; knowledge of the automotive/ride-hailing/fleet industry is a plus.
• Excellent verbal and written communication skills in Spanish and English (Essential).
• Excellent organisation and project management skills.
• Balance attention to detail with swift execution - we need to do things quickly, and we need to do them well. Balancing those can be challenging, and this should be a strength of yours.
• Ability to prioritise important and urgent activities.
• Position 100% in-person in the office.

Who You'll Be Working with:

Directly reporting to our Managing Director, and closely working with our Operations Team.

About the team

Our team is collaborative, positive, curious, and engaged. We think fast, work smart, laugh often, and are looking for like-minded people to join us in our mission to disrupt vehicle ownership and make financial freedom within reach.

Moove is strongly committed to diversity within its community. The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently.

Pre-hiring Notice: Moove relies on the accuracy of information contained in employment applications, as well as the accuracy of other data presented throughout the hiring process and during employment. Any misrepresentations, falsifications, or material omissions in any information or data provided by an applicant may result in the applicant being excluded from further consideration for employment or if an individual has already been hired, termination of employment.

EEO Statement: Moove is an equal opportunity employer and does not discriminate on the basis of gender, race, sexual orientation, marital status, religion, political affiliation, or any other protected characteristic.

Moove: Moove is a mobility asset finance company and Uber's preferred fleet partner across Sub-Saharan Africa. Our Vision is to democratise financial services to make our customers more productive and successful. Our Core values are Compassion, Excellence, Innovation, Teamwork, Trust, and Ownership.