Senior Customer Success Representative

We are looking for a Senior Customer Success Representative to help us deliver exceptional service and build lasting relationships with our customers.

If you're passionate about helping others, thrive in a fast-paced environment, and enjoy problem-solving, we’d love to hear from you. This is your opportunity to join a collaborative, people-first company where your work makes a real impact.

Responsibilities

• Manage PosiTrace key accounts, acting as a brand ambassador for PosiTrace.
• Proactively conduct periodic account check-ins to ensure all users and stakeholders are properly trained.
• Apply key features tailored to each customer’s operations and requirements.
• Continuously assess and discover new ways to improve client operations efficiently, leveraging PosiTrace’s full capabilities and solutions.
• Ensure customers use the system to its fullest potential and receive maximum value from it.
• Provide detailed information on accounts, billing, contracts, etc.

For new PosiTrace users:

• Prepare training materials such as custom training videos and step-by-step guides.
• Generate account access, create accounts, and provide detailed account information.
• Ensure customers can navigate the platform with ease.
• Assist customers in implementing new units by coordinating with the operations team to expedite proper installation of devices and accessories—ideally within 15 days of delivery.
• Ensure proper installation, platform configuration, subscription, and device functionality.
• Guarantee visibility, functionality, and data history are available to the client post-installation.
• Act as the main point of contact for day-to-day customer inquiries—serving as a liaison between the customer and technical support, operations, and finance.
• Identify potential issues before they escalate and address them efficiently.
• Act as a Project Manager and take ownership of issue resolution, keeping the client informed of the work plan, next steps, ETAs, and setting appropriate expectations to ensure customer satisfaction.
• Gather and document client feedback and direct it to the Product team for consideration.
• Generate and drive the referral program.
• Encourage positive feedback via platforms like Google reviews, testimonials, and customer participation in promotional videos.
• Invite customers to participate in interviews with the Marketing and Product teams.
• Demonstrate a positive attitude and a “consider it done” culture.
• Upsell and cross-sell products and services.
• Increase Monthly Recurring Revenue (MRR).
• Reduce customer churn.

Requirements

• Bachelors Degree
• Proven experience in customer service or as a customer service representative.
• Strong phone contact handling and active listening skills.
• Familiarity with CRM systems and practices.
• Customer orientation and ability to adapt/respond to different personality types.
• Excellent communication and presentation skills.
• Ability to multitask, prioritize, and manage time effectively.
• Technical diploma or business degree.
• Fluent in spoken and written English

At PosiTrace, we value diversity and always treat everyone based on merit, qualifications, competence, and talent. We strive to ensure an inclusive and safe environment.

Job Type: Full-time
Salary: From $26,000.00 MXN per month

Benefits:

• Benefits by law
• Referral program

Schedule:

• Monday to Friday
• 8-hour shifts

Experience:

• Customer Service: 2 years (Required)
• Sales: 2 years (Required)

Work Location:  44140, Obrera Centro, Jalisco