Customer Success Manager
Who we are:
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.
Visit gomotive.com to learn more.
About the Role:
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.
What You'll Do:
- 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
What We're Looking For:
- 2+ years prior experience in a customer-facing role
- 1+ 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.
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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.