Customer Success Account Manager II

Toshiba Global Commerce Solutions is seeking a Customer Success Manager to play a critical role in ensuring the success and satisfaction of our retail clients. Your primary focus will be on guiding the customer through the onboarding and adoption journey, providing exceptional support, building strong relationships, and promoting long-term success.

RESPONSIBILITY

• Collaborate with the sales team during the pre-sales phase, actively participating in customer discussions, understanding their needs, and showcasing the value of our retail IT solutions.
• Lead the onboarding process by working closely with internal teams to ensure a seamless customer transition, providing a well-documented onboarding process, and addressing potential challenges. Monitor the progress of customer onboarding, regularly communicating with customers to provide updates, address questions, and ensure their success in using our solutions effectively.
• Continuously engage with key stakeholders and internal teams, such as product, sales, and engineering, to address customer needs, prioritize enhancements, and deliver timely resolutions. Proactively identify and resolve customer concerns or issues, utilizing real-time monitoring, ongoing customer calls, and collaboration with internal teams to provide exceptional customer satisfaction.
• Monitor key success metrics, including SLAs, customer satisfaction score, and adoption rate, taking proactive measures to drive customer success, retention, and growth.
• Document customer interactions, actions, and outcomes. Maintain accurate records and deliver regular reports on customer health and progress.
• Build strong, long-lasting relationships with our customers and act as their advocate within the organization, ensuring high customer satisfaction and loyalty. Act as a trusted advisor and advocate for customers, staying up to date with industry trends and market changes in the retail IT space, and providing valuable insights and recommendations.

REQUIRED SKILLS

• Minimum of 3 years of experience in customer success / account management, working with large enterprises delivering SaaS solutions preferably in a cloud-based environment.
• Proven experience in a customer-facing role, such as Customer Success Manager, Account Manager, Project manager, or similar.
• Technical project management experience, with a proven track record of successfully managing and delivering IT projects.
• Strong understanding of cloud technologies, SaaS offerings, and their applications.
• Familiarity with software development life cycle (SDLC) and agile methodologies, enabling effective collaboration with engineering teams and timely delivery of customer solutions.
• Strong analytical skills. Proficiency in troubleshooting technical issues, identifying root causes, and providing timely resolutions or escalation as needed.
• Ability to understand and communicate complex technical concepts to both technical and non-technical stakeholders.
• Hands-on experience with IT systems, preferably in the retail space such as point-of-sale (POS) systems, inventory management systems, e-commerce platforms, or customer relationship management (CRM) software. Understanding of its operations, challenges, and technology requirements.
• Excellent communication and interpersonal skills to build strong, long-lasting relationships with customers.
• Proven ability to collaborate and coordinate with cross-functional teams to ensure customer success and satisfaction.
• Familiarity with CRM software and customer success tools.
• Ability to travel occasionally to customer meetings and industry events, as required.
• Develop and implement best practices and methodologies to ensure customer success and adoption of our solutions.
• Provide ongoing education and training to customers to help them effectively and efficiently use our services, maximizing their value.
• Conduct regular check-ins with customers, providing status updates, conducting weekly calls, and monitoring customer usage to identify any challenges or opportunities for improvement.
• Deliver training and support to customers, ensuring they have the necessary knowledge and resources to fully utilize our solutions.

Toshiba Global Commerce Solutions, offers a competitive salary and generous benefits package including the following:

• Hired directly by Toshiba and 100% under payroll.
• Benefits of the law (IMSS, INFONAVIT).
• Life insurance, major medical expenses with dental and visual coverage. (For the employee and direct family members).
•  Minor medical expenses insurance.
• Savings fund for employees, capped at the limit of the law.
•  Grocery coupons.
•  Pension plan.
• 30 Christmas bonus days.
• 12 days of vacation plus 6 floating days.

EO: Toshiba Global Commerce Solutions is an equal opportunity/affirmative action employer that evaluates qualified applicants without regard to age, ancestry, color, religious creed, disability, marital status, medical condition, genetic information, military or veteran status, national origin, race, sex, gender, gender identity, gender expression and sexual orientation or any other protected factor. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.