Customer Success Manager, Enterprise

1 нед. назад

MexicoLATAMHybrid

Manage enterprise customer success to drive product adoption and renewals in Mexico, ensuring value realization and retention.

Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.
Motive serves nearly 100,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.
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As a Customer Success Manager - Mexico, you will report to the Director, Customer Success, and be the face of Motive to our customers within Mexico. The CSM ensures that the customer realizes value from our solutions, helping customer leadership drive adoption and providing guidance in best practices around the use of our solutions. The CSM will take accountability in helping customers and internal cross functional teams find solutions to any issues that arise during the complete lifecycle of the customer using our solutions.
Own a book of business with existing customers for expansion and renewals
Ensure consistent retention of revenue and renewal of all accounts
Own adoption, training, and development of best practices
Maintain high levels of customer satisfaction and nurture client health
Identify paths for the customer to realize value from the entire Motive platform
Help customers navigate our internal processes, including support tickets. 
Help customers to escalate support issues correctly if needed 
Handle a large volume of email, chat, and phone conversations
Work with the sales team and Implementation Consultants to ensure a seamless handoff

3+ years prior experience in a customer-facing role
2+ years prior experience as a CSM or equivalent (owning a renewal target)
Bilingual fluency in Spanish and English required
Ownership of revenue and renewals for a named book of business
Experience working with accounts based in both Mexico and US a plus
Ability to build and maintain relationships with clients and their key personnel
Receptive to feedback, willingness to learn and embrace continuous improvement
Resilient in capacity to deal with pressure and the demands of a fast-paced workplace
Ability to plan ahead and be resourceful
Strong sense of ownership for the product
Logistics experience is a big plus
Prior sales experience a plus
 
Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives. 
Please review our Candidate Privacy Notice  here .
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The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations.  It is Motive's policy to require that employees be authorized to receive access to Motive products and technology. 
All job postings are for existing vacancies. Please note; some interviews or new-hire training sessions may be held in person at one of our global offices.