Customer Success Manager

Company Description

Nephos IT specializes in virtualization, information security, disaster recovery, outsourcing, and IT infrastructure consultancy. Our solutions enable organizations to achieve high service levels, cost reduction, information security, and increased operational efficiency. With a focus on technology, security, and data center virtualization, Nephos IT is committed to delivering constant improvements for the benefit of clients, employees, and partners. We value innovation, loyalty, sustainability, quality service, responsibility, and a strong people-centric approach, aiming to build trust and long-term partnerships with our clients.

Role Description

We are seeking a Customer Success Manager for a full-time hybrid role based in Querétaro, QUE, with flexibility for some remote work. The Customer Success Manager will be responsible for guiding clients through successful onboarding, developing long-term customer relationships, and ensuring client satisfaction. Day-to-day tasks include resolving customer inquiries, providing necessary training, analyzing customer feedback to enhance services, and serving as a liaison between clients and internal departments to address needs effectively.

Ongoing collaboration with cross-functional teams will be required to identify opportunities for customer growth and retention.

Qualifications

- Skills in customer engagement, relationship building, and client success management
- Strong problem-solving, issue resolution, and decision-making capabilities
- Proficiency in communication, negotiation, and collaboration
- Ability to analyze feedback, create improvement strategies, and deliver exceptional customer experiences
- Familiarity with IT services related to virtualization, disaster recovery, and IT infrastructure is a plus
- Proficient in customer support tools and platforms
- Fluency in English and Spanish (written and spoken)
- Bachelor’s degree in Business, IT, or a related field
- Previous experience in customer success, account management, or a similar role