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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer success capabilities by owning a book of business, driving adoption, and ensuring customer satisfaction. Bilingual fluency in Spanish and English is essential for effective communication with clients in Mexico and the US.
Highest-signal resume keywords
Customer Success ManagementBilingual Fluency in Spanish and EnglishRevenue and Renewal OwnershipRelationship BuildingContinuous Improvement
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Lifecycle ManagementAccount ManagementAdoption StrategiesTraining DevelopmentIssue Resolution
Soft Skills
ResilienceResourcefulnessReceptiveness to FeedbackPlanning Ability
Industry Keywords
Customer SatisfactionClient HealthSupport Ticket NavigationLogistics ExperienceSales Experience
About the role
Key responsibilities & impact- Report to the Director, Customer Success
- Serve as the face of Motive to customers within Mexico
- Ensure customers realize value from Motive's solutions
- Help customer leadership drive adoption and provide guidance on best practices
- Help customers and internal cross-functional teams resolve issues throughout the customer lifecycle
- Own a book of business with existing customers for expansion and renewals
- Ensure retention of revenue and renewal of all accounts
- Own adoption, training, and development of best practices
- Maintain customer satisfaction and nurture client health
- Identify ways for customers to realize value from the entire Motive platform
- Help customers navigate internal processes, including support tickets
- Help customers escalate support issues correctly when needed
- Handle high volumes of email, chat, and phone conversations
- Work with Sales and Implementation Consultants to ensure seamless handoffs
Requirements
What you’ll need- 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 is a plus
- Ability to build and maintain relationships with clients and their key personnel
- Receptive to feedback and willing 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 plus
- Prior sales experience is a plus
- Must be authorized to receive and access commodities and technologies controlled under U.S. Export Administration Regulations
- Employees must be authorized to receive access to Motive products and technology
Benefits
Comp & perks- Equal opportunity employer committed to a diverse and inclusive workplace
- Some interviews or new-hire training sessions may be held in person at one of Motive's global offices