VIP SaaS Customer Success & Support

Rippling, Inc.; Región Centro; On-site; MXN 200,000 - 320,000; Full time

Job summary

CargoSprint is seeking a Customer Success Representative to support our primary customers and VIP base, owning first-reply and resolution processes. You will work closely with engineering and product teams, communicate clearly, and maintain SLA targets in a fast-paced environment.

You will analyze trends, build trusted client relationships, and help define functional requirements with the project team, while supporting U.S. operations and observed holidays.

Qualifications

• Minimum BA or BS, preferably in a technical or analytic major.
• Experience in SaaS product architecture and deployments is a plus.
• Exposure to transportation industry domain desired, intermodal domain preferred.
• PMP certification a plus.
• Strong tactical planning skills to create actionable and measurable plans.
• Team building and organizational management.
• Influential skills for cross-team and intra-team collaboration.
• Excellent communication skills, both written and verbal.

Responsibilities

• Receive, handle and own priority customer calls and support issues.
• Activate and manage problem escalation and resolution processes.
• Liaise extensively with engineering support teams for problem resolution.
• Demonstrate superior written and verbal communication skills.
• Analyze issue trends and occurrences – recommend permanent solutions both functional and technical.
• Build long-term relationships of trust with key clients.
• Develop, record and maintain key performance indicators – use the information to drive positive, meaningful and permanent change to systems and processes.
• Work directly with clients to understand the individual needs of the business.
• Provide flexible availability for 24/7 customer emergency hotline.
• Use a variety of data analysis and organization tools to discover the most impactful insights.
• Research software systems to understand existing functionalities and the impact of potential changes.
• Assist with the capture of business requirements and translate these to specific and complete functional requirements to be relied upon by the designated project team.
• To ensure continued support for U.S. operations, employees will work on some Mexican holidays and observe the designated U.S. holidays.

Skills

Communication skills

SaaS product architecture

Cross-team collaboration

Leadership / team building

Influential skills

Education

BA/BS degree

Job description

CargoSprint is seeking a Customer Success Representative to support our primary customers and VIP base, owning first-reply and resolution processes. You will work closely with engineering and product teams, communicate clearly, and maintain SLA targets in a fast-paced environment.

You will analyze trends, build trusted client relationships, and help define functional requirements with the project team, while supporting U.S. operations and observed holidays.