Customer Success Executive

  • Full-time

Company Description

Tuotempo stands as the leading CRM in the Healthcare sector, proudly belonging to the DocPlanner Group—an international healthtech SaaS unicorn rapidly growing in Europe and Latin America. Our focus lies in digitizing healthcare providers and enhancing the overall patient experience.

Our cutting-edge technology is the top choice for major healthcare providers across Brazil, Mexico, Spain, Italy, Germany, Poland, Turkey, and various other markets. In our quest to strengthen the team, we are on the lookout for a skilled Customer Success Executive. If you're passionate about working in a startup environment and building a career in a dynamic setting, you might be the right fit.

The Mexican team comprises three professionals: 1 Customer Success Executive, 1 Customer Support Specialist, and 1 Project Manager. While the Mexican organization structure falls under the Spanish organization, the chosen candidate will enjoy a fair degree of autonomy and the opportunity to collaborate closely with international colleagues.

🏠 Our welcoming office is located in Mexico City, but remote work is fully possible. Occasional trips to our key customers in Mexico City may be necessary. Therefore, we specifically seek candidates within a feasible commuting distance when needed.

Job Description

The Customer Success Executive will play a vital role in managing and upselling to a portfolio of 30 clients in Mexico and Chile, including key accounts and reseller partners. The ideal candidate should be capable of working independently, taking ownership of relationships with customers, including senior stakeholders and C-level executives.

As a Customer Success Executive, your primary responsibilities will include:

  • Developing a profound analytical understanding of clients' challenges and opportunities, acting as a strategic consultant to ensure their success with Tuotempo.
  • Proactively identifying upsell opportunities within the assigned customer portfolio, with a focus on enhancing tool engagement.
  • Assisting customers with product training to ensure they know how to make the best use of our product.
  • Providing support to customers with platform setup. For more technical requests, a project manager will support the customer success executive.
  • Ensuring high customer satisfaction and retention through daily monitoring of relevant metrics.
  • Gathering structured, data-driven information from customer feedback to contribute to product improvement.
  • Assisting in following up with the collection department for overdue payments.
     

Qualifications

We are seeking a candidate with the following qualifications:

  • Professional Experience: A minimum of 3 years of proven expertise in Customer Success or Account Management is required.

  • Industry Experience: Prior experience in the software industry is essential for this role.

  • B2B Upselling: Demonstrated proficiency in B2B upselling is a key requirement.

  • Communication Skills: Exceptional communication skills, characterized by precise language use, adept argumentation, and the ability to synthesize comprehensive reports.

  • Relationship Building: Proven ability to cultivate trusting relationships with clients across various organizational levels, including senior management and C-level executives.

  • Analytical Mindset: Attentiveness to data and details, coupled with an analytical mindset, is crucial for success in this position.

  • Language Proficiency: Fluent in English, with the capability to engage in conversational-level communication.

Additional Information

Process Steps:

  • If your resume meets the requirements, we will send you an online assessment (numerical + personality)
  • Have an interview with a Talent Acquisition Partner to discuss your motivation, value-fit, and attributes. Learn more about the company during this interaction.
  • Given 5 days, work on a Business Case to showcase your knowledge and creativity in tackling real-world challenges.
  • Interview with the Hiring Manager and a CS team peer to discuss your business case, assess your professional experience and technical skills. Use this opportunity to ask more about the position.

Our hiring team is international: we kindly ask you to submit your resume in English 🙏
 

Our benefits:

We offer:

  • 🏠 Flexible Work Options: Choose between the convenience of working remotely or the option to join us at our office in Mexico City.
  • 📈 Stock Options Plan (Available after 6 months of employment): Secure a stake in our success and align your interests with the company's growth.
  • 🔖 Pantry Vouchers: Enjoy complimentary pantry vouchers, ensuring your well-being with a variety of food options.
  • ⚕️ Health Insurance: Prioritize your health with our comprehensive health insurance coverage.
  • ✌ Generous Paid Time Off: Revel in the luxury of 22 free paid days to recharge and unwind.
  • 🎂 Birthday Celebration: Celebrate your special day with an additional day off, our gift to you on your birthday.
  • 👌 Exceptional Work Environment: Thrive in an environment that fosters excellence and supports your professional development.
  • 🧠 iFeel - Psychological Support Platform: Prioritize mental well-being with access to our iFeel platform, offering professional psychological support.
  • 📚 English Classes Discount: Enhance your skills with a special discount on English classes, investing in your continuous learning journey.
  • 🤝 Corporate Partnerships: Benefit from partnerships with various companies such as Gympass, Vinco, Yuhudils, Glitzi, ThePowerMBA, Ticketmaster, and more!
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