.Customer Success Consultant (Associate Level)Apply locations: Mexico City, MexicoTime Type: Full timePosted on: Posted YesterdayTime left to apply: End Date: December 31, 2024 (30+ days left to apply)Job Requisition ID: R00025067ERM Libryo is a technology company that provides a Platform for organisations to know the applicable sustainability legislation that they need to comply with. This gives the answer to the question "what does the law require of me here and now?" It goes further than just providing a legal library, instead ERM Libryo goes right down to the specific sections of the applicable legislation and allows its users (not always legally trained) to search intuitively and get legal answers immediately. It also tracks every applicable legislation change and notifies all users who need to know.This is an opportunity for a highly ambitious individual that is interested in working in a fast-paced, legaltech company. As a Customer Success Consultant, you will manage and delight a portfolio of ERM Libryo customers. You will be relentlessly focused on creating success for your customers. You will be solutions-driven and a problem solver. To do this, you will need to build key relationships with all of your customers and truly understand your customer's needs and requirements. Your goals and objectives will revolve around retaining and expanding your customer base. In this role, you will report to the Head of Customer Success.Key Responsibilities and Duties:Become a Customer Success ambassador for ERM Libryo.Manage relationships and a selection of key customer accounts.Deploy large projects and open opportunities for customer expansion.Help maintain the administrative and data infrastructure of your customer portfolio, including (but not limited to):Contact, company, and deal data in our CRM.User, customer, team, organisation data in the ERM Libryo Platform.Managing of renewal data and assistance with monthly renewal reporting.Adding/Removing of users to ERM Libryo.Maintaining active/in-active users and/or organisations on the platform.Creation of Projects for new customers getting onboarded to ERM Libryo.Creation of Projects for new and renewing customers.Updating and the sending of important customer documentation to renewing customers.Become an expert user on the ERM Libryo Platform. This will enable you to train and demo the platform at a high level.Provide day-to-day support to the Customer Success team.Customer 'first-line' query resolution and query tracking – in all mediums (live chat, emails, phone calls).This includes:Creation and closing of customer query 'tickets'.Logging and capturing all communications with customers on our CRM.Being able to handle live-chat user queries.Making outbound calls to resolve customer queries.Outbound calls to follow up on renewals and outstanding customer documents.Understanding and utilizing the team support inbox for all customer email queries