Sr. Associate - S&M - Customer Success 5B

3301 EDM S de RL de CV; Región Centro; On-site; MXN 180,000 - 240,000; Full time

Job summary

Genpact is seeking a Sr. Associate - S&M - Customer Success to manage blended inbound/outbound calls, collect delinquent amounts, and provide top-notch customer service while promoting payment plans and resolutions.

The role emphasizes strong communication, analytical abilities, and collaboration across teams. The ideal candidate will have business or finance degrees, relevant certifications, and experience in CRM, sales forecasting, and customer experience disciplines.

Qualifications

• Bachelor-level or higher in business, economics, finance or related field.
• Certifications in business analysis or customer management are advantageous.
• Experience in sales, CRM or customer success is preferred.

Responsibilities

• Handle blended Inbound/Outbound calls and collect delinquent amounts.
• Communicate effectively to deliver quality customer service and build knowledge of tools.
• Assist customers with disputes, payments, statements, and payment plans.
• Negotiate to bring accounts current and manage customer promises.
• Demonstrate strong analytical and accounting skills.
• Focus on team goals and collaborative success.
• Willing to undertake additional training as directed by management.

Skills

Business Development

Commercial Sales

Contract Management

Customer Experience

CRM

Customer Service

Sales Forecasting

Sales Performance Management

Sales Support

Education

Bachelor's - Commerce

Bachelor's - Economics

Bachelor's - Finance

Master's - Business Administration

Master's - Business Analytics

Tools

CBAP

Implementation Specialist - ServiceNow

COPC Certification

Salesforce Certified Business Analyst

Job description

Sr. Associate - S&M - Customer Success

Ready to turn bold ideas into real-world impact? At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises. Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description

• Should be able to work in blended environment where able to cater both Inbound and Outbound calls
• Collect the delinquent amount from the customer over the phone or take promises from them on making the payment
• Should be able to effectively communicate while providing quality customer service as well as actively pursue knowledge of skills and tools to be used in all collection efforts
• Attending Inbound calls and help customer in dispute resolution, making payments, sharing statement etc.
• Provide payment plans basis customer requirement
• Negotiate with customers to ensure they can make their account current
• Strong analytical and accounting skills
• Focus on team goals and successes, not just individual goals and successes
• Willingness to take additional training as suggested by management

Qualifications

• Bachelors - Commerce
• Bachelors - Economics
• Bachelors - Finance
• Masters - Business Administration
• Masters - Business Analytics

Certifications

• Certified Business Analysis Professional (CBAP) - Upgrad
• Certified Implementation Specialist - Customer Service Management - ServiceNow
• Customer Experience Certification (COPC) - COPC Inc.
• Salesforce Certified Business Analyst - Salesforce

Required Skills

• Business Development
• Commercial Sales
• Contract Management
• Customer Experience (CX)
• Customer Relationship Management (CRM)
• Customer Service
• Sales Forecasting
• Sales Performance Management (SPM)
• Sales Support

Additional Information

• Additional Job Location
• Job Type Regular
• Master Skill List - S&M - Customer Success
• Remote Type - Office Work
• Shift - Day Job (Mexico)

Why join Genpact?

• Lead AI-powered transformation - Drive innovation and solve real-world business challenges that matter
• Make an impact - Help global enterprises solve business challenges that matter
• Accelerate your career - Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
• Work with the best - Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
• Thrive in a values-driven culture - Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity or physical or mental disability or any other characteristic protected by applicable laws.

Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.