**Customer Success Coordinator**
**Who we are**
Our mission is to make running a business easier for every entrepreneur. We work hard to develop simple and easy software. We aim to make every customer interaction as simple and easy as possible.
**Job Activities**
- Analyze customer usage, health metrics, and support patterns to identify accounts at risk of churn.
- Develop and execute specific retention strategies in collaboration with the Sales and MKT teams.
- Proactively reach out to high-risk customers, address their concerns, and ensure they get full value from the POS solution.
- Ensure that the customer goes through a loyalty process translated into specific configurations in our point-of-sale system.
- Constant review of CRM accounts to ensure that clients are achieving configuration and usage goals.
- Hardware configuration: receipts, printers, and networks.
- Agile problem-solving in software and hardware configuration.
- Use the help center or video calls if necessary for training our clients' staff, if required.
- Record all changes and follow-ups with clients in our CRM
- Record all progress and status changes of clients in our FUNNEL
- Be an expert in Poster POS, always be at the forefront of the product and the process
- Document the knowledge base in Spanish
- Collect feedback from our clients, on frequent problems or errors in the system and work as a team with other areas to solve them and make Poster better.
**Required knowledge**
Experience: Minimum 1 to 2 years of experience in Customer Success or a similar customer-facing role, preferably within the SaaS or technology space.
Knowledge of the HORECA sector - Understanding the operational dynamics and challenges within the HORECA industry is highly advantageous.
Technology Aptitude: Comfortable with POS systems and SaaS solutions. Ability to quickly learn and master the company's product.Data Driven: Skilled in analyzing customer data to gain actionable insights and proactively address churn.
Empathic Communicator: Excellent verbal and written communication skills, with a client-centered approach. Ability to solve problems and establish trust.
Teamwork - Work collaboratively across Sales, Support, and Product teams to achieve customer success goals.
- English
**Required competencies Compliance with rules**
Achievement of short, medium and long-term objectives
Teamwork
Problem solving and flexibility
Proactivity
Customer Support
Independence
Meticulousness
**Required Skills Compliance with rules**
Achievement of short, medium and long-term objectives
Teamwork
Problem solving and flexibility
Proactivity
Customer Support
Independence
Meticulousness
Commitment
Software Packages Managing a CRM system (HubSpot, Salesforce, Odoo, etc.) is a PLUS.
Management of desktop support system (Intercom, Zendesk, Freshdesk) is a PLUS.
Google Drive, Google Docs. Google Sheets
Zoom / Google meets.
**Working Hours and Location**
9 am to 6 pm Monday to Friday, On-site (1 day of Home Office, after the second month)Insurgentes Sur 1079, Col. Del Valle Sur, Mexico City,, Benito Juárez 03720.
**Study Background**
Bachelor's degree in Gastronomy, hotel management. Completed or in progress (last 2 semesters).
**Background Experience**:
Minimum 1 to 2 years of experience in Customer Success or a similar customer-facing role, preferably within the SaaS or technology space.
Knowledge of the HORECA sector - Understanding the operational dynamics and challenges within the HORECA industry is highly advantageous.
Technology Aptitude: Comfortable with POS systems and SaaS solutions. Ability to quickly learn and master the company's product.Data Driven: Skilled in analyzing customer data to gain actionable insights and proactively address churn.
Empathic Communicator: Excellent verbal and written communication skills, with a client-centered approach. Ability to solve problems and establish trust.
Teamwork - Work collaboratively across Sales, Support, and Product teams to achieve customer success goals.
**Monthly salary**
$8,000 gross plus legal benefits + bonus for meeting KPIs ($8,000). First 2 months bonus of $2,000 for punctuality and attendance.
Tipo de puesto: Tiempo completo
Sueldo: $8,000.00 - $10,000.00 al mes
Lugar de trabajo: Empleo presencial