Job Description
Title: Customer Success Manager
Location: Mexico City, Mexico
Classifications: Remote Full-Time
About Swyft
Swyft is a leading retail technology company for brands and retailers. We partner, develop, and operate thousands of retail points for the world’s top brands such as iStore, Benefit Cosmetics, CVS, Pokemon, and many others. We are creating the future of retail – investing in machine learning, computer vision, automation, and robotics.
About the role
This full-time position is for a talented location account manager to facilitate and support the day-to-day operations of real estate locations where our automated retail stores are installed. You will work on a variety of projects in onboarding new accounts, issue routing and execution, managing the relationship side of payables, and managing account contracts. The successful candidate will stay on top of tasks until they are resolved. You will have a strong data and analytical mindset, and extremely strong organizational and communication skills.
You will
- Onboard new locations as the contracts are signed, entering information into the database and driving finance, contracts and operational project (installation) teams to deliver for your accounts.
- Serve as day-to-day account contact for the various airport, hotel, travel, casino, university and other locations we work with
- Manage execution of field operations, being the front face to communicate on in-field issues with your accounts, and route issues to the appropriate departments, and report on the time to resolution to your accounts.
- Prepare and manage operational reports for management review, including reports on issue resolution schedules, supply chain schedules and installation schedules.
- Take primary responsibility for time to install (from contract signing to installation)
- Manage the location rent payables and ensure that clients are timely billed for passthrough expenses.
- Work with our contracts team to ensure that contracts are current and renewals performed in a timely manner and in the best interest of Swyft and our clients.
- Use analytics to plan Swyft’s revenue metrics based on client growth forecasts, driving market share for customers and revenue for Swyft
- Prioritize operational priorities, closely collaborating with contracts, client success, field operations, planning and projects and finance and accounting teams.
About you
- 2+ years of relationship management experience
- 2+ years of analytical, operational or reporting experience
- A record of teaming up successfully with diverse teams to find and build solutions
- BA/BS degree or equivalent experience
- Experience working with enterprise software applications, ERP, CRM, business intelligence tools etc
- Meets/exceeds Swyft’s leadership principles requirements for this role
- Meets/exceeds Swyft’s functional/technical depth and complexity
- Relevant work experience with positive references
- Outstanding communication skills
- A results-oriented mindset and the desire to take initiative and own projects with passion and commitment
- Ability to manage competing priorities (inside CRM/ERP systems) to autonomously manage a large number of accounts
Nice to haves
- Ability to manage multiple competing projects from start to completion; experience in product merchandising, supply chain or database management
- Experience working with third parties such as payment providers, locations landlords, design and production vendors
- Experience working in interdepartmental roles, managing competing expectations between departments.
What’s in it for you
- Competitive salary
- All employees participate in the equity options plan
- Excellent benefits package for MX employees ( Health, Dental, Vision)
- Yearly well-being fund; includes home office equipment
- Flexible paid vacation program
- Flexible scheduling/hours
- Flexible remote work options
- Paid sick and parental leave in accordance with Mexican Labor Law
- Extra benefits according to the Mexican Labor Law.