Customer Experience Leader

Description

Position Summary: We are seeking talent with a strong focus on customer service and statistical knowledge to manage a client portfolio, ensure client success, and address their needs. Key Highlights: 1. Customer-centric role focused on B2B account management 2. Responsible for customer retention, satisfaction, and expansion 3. Cross-departmental collaboration to ensure customer success A private security company seeking new talent with a customer service focus and statistical knowledge. Requirements: * International Business, Industrial Engineering, Business Management, Commercial Relations, Business Administration, or related fields * 2\-3 years of experience in customer service and account management * Experience in B2B companies or the services sector Responsibilities: * Ticketing platform management * Intermediate\-advanced Office skills * CRM (Salesforce, HubSpot, Zoho) * Portfolio management: Proactive, continuous follow-up for 15\-20 clients * Onboarding: Integration of new clients and development of customized success plans * Visits and follow-up: In-person visits every two or three months as required, based on client type; monthly virtual check-ins * Issue resolution: Primary point of contact for client needs and complaints * Reporting: Preparation and submission of monthly service reports for assigned clients * Retention: Implementation of strategies to reduce churn and increase client satisfaction * Opportunities: Identification of needs for upselling and cross-selling * Coordination: Collaboration with Operations, Human Capital, Internal Control, and any other required departments across the organization * Metrics: Monitoring of NPS, CSAT (Customer Satisfaction Score) from direct surveys, retention rates, and other defined portfolio KPIs We Offer: * Base salary: $24K * Statutory benefits * Work location: Coyoacán * Monday to Friday, 8 a.m. to 6 p.m. Apply or send your CV via WhatsApp to 55 4727 7400 Salary: $24,000\.00 per month Workplace: On-site employment