CUSTOMER SUCCESS COORDINATOR CUSTOMER SUCCESS COORDINATOR

Job Description
The ideal candidate is passionate about creating exceptional customer experiences within the dynamic HORECA industry. Understands the pain points of restaurants, hotels and can proactively resolve abandonment risks. This role requires a combination of technical understanding, relationshipbuilding skills, and a datadriven approach to improving customer retention.

Job Activities
Contact clients via phone, chat, video calls and emails.
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 highrisk 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 pointofsale system.
Constant review of CRM accounts to ensure that clients are achieving configuration and usage goals.
Hardware configuration receipts, printers, and networks.
Agile problemsolving 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 followups 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 customerfacing 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 companys 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 clientcentered 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 longterm objectives
Teamwork
Problem solving and flexibility
Proactivity
Customer Support
Independence
Meticulousness
Commitment

Required Skills
Compliance with rules
Achievement of short, medium and longterm 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.

Study Background
Bachelors 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 customerfacing 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 companys 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 clientcentered approach. Ability to solve problems and establish trust.
Teamwork Work collaboratively across Sales, Support, and Product teams to achieve customer success goals.


Bolsa de trabajo México ofrecemos puesto de Customer Success Coordinator para el sector de Hosteleria Turismo en la empresa PosterPOS de Benito Juárez. Salario acorde a tu experiencia y al salario medio del sector. Actualiza ahora tu currículum vitae y postúlate a este empleo. Tipo de empleo Tiempo Completo.