Digital CSM: Adoption & Retention Leader

GlobalLogic; Región Centro; Presencial; MXN 420.000 - 600.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Exciting Projects

Collaborative Environment

Work-Life Balance

Professional Development

Excellent Benefits

Descripción de la vacante

GlobalLogic seeks a Digital Customer Success Specialist to drive digital journeys, adoption and retention across our client base. You will partner with Sales, Product and Ops to implement scalable processes and provide expert guidance on Salesforce and MS Office tools.

The role emphasizes data capture, feedback sharing, and proactive issue resolution to maximize customer value and advocacy across multiple product lines.

Formación

• Bachelor’s degree and 3+ years in a customer success or customer support role with proven ops/tech expertise.
• Designing processes that scale.
• Ability to break down problems and derive optimal solutions.
• Strong listening skills; open to input from other teams.
• Strong multi-tasking, organizational, and prioritization skills; high attention to detail.
• Understand and articulate technical concepts across multiple product lines.
• Learn and perform in new software environments quickly.
• Experience with cross-functional teams (Sales, Product, Ops).
• Proficiency in Excel, MS Office and Salesforce.com.

Responsabilidades

• Create and execute on the Digital Customer Journey to maximize Customer Success coverage across full Motus account base.
• Outline customer lifecycle by determining timing/content of touchpoints to drive adoption, satisfaction and retention.
• Respond to customer outreach with a positive, customer-centric attitude.
• Provide education and coaching to drive product adoption and maximize product value for customers.
• Field customer inquiries and direct resolution of issues, engaging Product/Ops/Engineering as needed.
• Employ a consultative approach to understand goals and success measures, and plan to meet them using digital engagement tech.
• Meet and exceed team and individual KPIs.
• Identify continuous improvements within the digital journey and create necessary documentation.
• Research and implement new digital engagement techniques and best practices.
• Adhere to team processes and identify/execute improvements.
• Work with Customer Success leadership, Gainsight Admin and Operations to assess new functionality and improvements.
• Serve as a customer advocate and report requests to Product and Engineering.
• Think creatively to solve customer problems.
• Identify ways to expand outreach to customers using automation (webinars, newsletters, surveys).
• Develop and share best practices to improve quality and efficiency.
• Identify successful digital campaigns and implement across high-touch CSMs.

Conocimientos

Customer Support

Microsoft Office

Salesforce Platform

Educación

Bachelor’s Degree

Descripción del empleo

GlobalLogic seeks a Digital Customer Success Specialist to drive digital journeys, adoption and retention across our client base. You will partner with Sales, Product and Ops to implement scalable processes and provide expert guidance on Salesforce and MS Office tools.

The role emphasizes data capture, feedback sharing, and proactive issue resolution to maximize customer value and advocacy across multiple product lines.