– Digital Customer Success Manager – Monterrey, California, USA

February 27, 2023
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Job Description

Join the world’s smartest in-store media network is a two-sided media network in which physical retailers use Intouch Live to enroll their in-store screens, and advertisers use Intouch Ads to buy ad-slots on these same screens.

The problem we’re solving

Digital retailers use data to study shoppers’ online behavior, predict their needs, and eliminate any friction points in the decision-making process. As a result, they provide shopping journeys that are very low on cognitive stress and therefore high on conversions/revenue. The problem is that digital-born retailers are moving to the offline world to increase their market share, and physical retailers are lacking the technology to compete with the complex data models digital ones have.

Our Vision : Our vision is to make physical spaces more intelligent and engaging than digital ones.

Our Mission: Our mission is to harness the power of data by instantly and intelligently delivering highly engaging personalized and profitable in-store experiences.
Our Values:

Proactive: We don’t wait to be told what to do.
Rational: We execute on well-researched ideas.
Resilient: We simply don’t give up and are determined to succeed.
Diverse: Our differences make us stronger as a group and we love that.
Fun: We work hard and take time to celebrate success.

Job Information
Job Title:Digital Customer Success Manager
Department:Business Development
Job Location: Monterrey, Mexico
Employment Type:Full Time
Reports To:Country Manager

Job Purpose
As a tech-savvy Customer Success Manager, you will be the primary point of contact between Intouch and its retail clients in Mexico. You will manage the execution of projects for leading clients in the LATAM market. You will be directly responsible for managing accounts and providing actionable business insights through data and analysis both to customers and internal teams to drive revenues and business efficiencies. You will also supervise the field service technician group and their deployment on service projects. Your responsibilities include project management of task deliverables from rollout to ongoing support and specific projects related to growing’s regional footprint. Ultimately, you should be able to provide technical, product, and business knowledge to support and strengthen our relationships with customers. The ideal candidate will have experience with business transformation and be passionate about technology.

Job Responsibilities
Provide on-site account management to our retail clients in Mexico
Ongoing customer engagement to analyze their needs and highlight how the Intouch solution can meet their requirements
Directly liaise with clients to obtain data points to measure the effectiveness of products
Work with the Intouch Business Analyst team to analyze the performance of the product and to provide actionable business insights for the customer
Provide data to support business cases to assist the sales team to drive more revenues for the business
Generate regular reports on customer satisfaction and product performance
Work with the clients to address all queries raised in a timely manner
Establish customer support best practices and share them with relevant stakeholders
Provide product-related performance feedback to the technical team for enhancements or potential new features
Report any issues related to our product performance or store hardware to our Support team to remove any blockers for our software
Work with customers to scope out future product requirements and relay this documented information to the Intouch Product team
Build strong relationships with different customer teams
Liaise with the Sales team to win new business deals in Mexico and manage them
Work to grasp customers’ needs and suggest timely solutions
Utilize your skill sets and knowledge to assist the clients to better understand how to use the system and over time, how to use it more effectively
Provide high-quality materials to the Marketing team from the customer’s side for online marketing activities
Liaise between bother internal and the customer’s marketing teams to generate cross-posting collateral
Work with the field service personnel who perform on-site routine services including installation, maintenance, and repair
Supervise, manage, and be responsible for coaching and training service technicians
Work with the Country Manager to manage the workload and overall demand on labor resource planning
Work with subcontractors/clients to provide the hardware
Work with subcontractors/clients to prepare equipment PO’s, installation and parts lists, and vendor-required items as well as to coordinate shipment and installation to customer sites
Supervise mechanical and electrical installation, monitor and enforce scope as well as manage customer expectations
Work with the Support team to make sure the pairing of the screens is done and the screens are up and running in the stores
Work with the Support team to create reports on the deployment updates and ensure these reports are up-to-date

Customer attrition rate
Monthly recurring revenue (MRR)
Average revenue per customer
Net promoter score (NPS)
Customer satisfaction score (CSAT)
Conversion rate
Customer health score
Customer lifetime value (CLV)
Customer retention cost (CRC)

Work Environment
Our Customer Success Manager will be deployed to the OXXO offices in Monterrey for the first 12 months to manage this and other sales accounts, ensure that the solution is being utilized effectively, and the in-store execution is 100%. During the first 12 months, they should be flexible to travel across Mexico and abroad when necessary and able to work in a fast-paced environment.
Internal and External Communication (Stakeholders)

Sales team
Operations team on the retailer’s side
Business Analysis team
External Clients
Service providers
Deployment partners
Relevant internal teams
An ideal candidate would possess the following qualifications and skills

3+ years of experience in a similar role
Previous retail operations experience is preferred.
Experience in the Software industry is preferred.
Experience in ELV is preferred
Experience with digital transformation is preferred
Solid understanding of support and customer handling techniques with a strong business acumen

Education, Certifications, and Training
BSc degree in Computer Science or any related field
Driver’s license
Language Skills
Strong proficiency in the English language written and spoken
Strong proficiency in the Spanish language written and spoken

Computer Skills
Tech-industry relevant skills to communicate with our engineers
Advanced user of Microsoft Office and Google Drive suite
Knowledge of Autocad -2D- layouts is preferred
Advanced online researcher
Experience with CRM tools is preferred

Excellent communication skills (English and Spanish)
Organizational and time management skills
Ability to work independently
Attention to details
Self-motivated while results-oriented
Strategic thinking and problem-solving
Presentable and approachable attitude
Negotiation and presentation skills
Project management skills
Flexibility to travel for work in Mexico and internationally