Customer Success Manager - Spanish

1 Month ago • 3 Years +

Job Summary

Job Description

The Customer Success Manager, Spanish is the face of Motive for its customers. They ensure customers achieve their desired outcomes using Motive's solutions. Responsibilities include communicating value through interactions like product adoption calls and training, managing escalations, and handling renewal conversations. They lead internally to resolve client challenges and identify growth opportunities. They also drive retention and identify growth opportunities through normal interactions. The role also involves proactively engaging with clients to drive platform utilization, ensuring client health and experience, identifying growth opportunities, and partnering with internal stakeholders to resolve issues.

Must have:

Proficiency in English & Spanish (written and verbal)
3+ years of customer-facing experience
Experience in Customer Success or Account Management
Ability to manage a book of 90+ large accounts
Proven track record in renewals and mitigating churn
Demonstrate critical thinking and ability to adapt
Strong grasp of SaaS applications

Good to have:

Logistics experience is a plus

4 skills required

4 skills required for this role

Add these skills to join the top 1% applicants for this job

critical-thinking

account-management

saas-business-models

problem-solving

Job Details

Who we are:

Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.

Motive serves more than 120,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.

Visit gomotive.com to learn more.

About The Role:

The Customer Success Manager, Spanish in our Commercial Segment is the face of Motive for our customers. The CSM ensures that the customer achieves their desired outcomes through using Motive’s solutions. They are responsible for communicating value through casual and formal interactions, such as product adoption calls and dashboard training, escalation management, and renewal conversations led by the Account Manager. CSMs lead the charge internally, helping clients find a resolution to any challenges they face. CSMs are also key stakeholders in driving retention and identifying growth opportunities through their normal interactions.

What You'll Do:

High-touch, proactive, outbound engagement with clients to drive utilization of Motive’s platform to enable clients to achieve their outcomes
Drive value realization through casual and formal interactions, such as product adoption calls and dashboard training, escalation management, and renewal conversations, that communicate the value achieved through Motive
Care for client health and experience, ensuring a smooth retention process
Identify growth opportunities aligned to helping clients achieve their goals, delivered as Customer Success Qualified Leads (CSQLs)
Partner with internal stakeholders, such as sales, support, and professional services, and willing to solve client escalations and ensure timely resolution of issues
Act as an internal advocate for Motive’s clients, including identifying BETA and referenceable clients
Rigorous execution, documentation, and attention to detail in all activities
Apply critical thinking skills in order to problem solve and consult clients on the best approach to achieving their goals

What We're Looking For:

Proficiency in both English & Spanish languages (written and verbal)
3+ years of prior experience in a customer-facing role
Customer Success or Account Management experience
Ability to demonstrate knowledge of effectively managing a book of business of 90+ large business accounts proactively and independently
Proven track record of successfully getting the BOB through renewals and mitigating churn
Demonstrate critical thinking skills and the ability to adapt in the moment
Strong grasp of SaaS applications
Logistics experience is a big plus

Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.

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The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology.

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