Strategic Customer Success Lead - Logistics Ops

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

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.