Consultor De Customer Experience Pleno

Consultor De Customer Experience Pleno

At Platform Science, we're working to connect everything that moves.

Founded in 2015, we are an open IoT platform that partners with innovative fleets, application developers, vehicle manufacturers, and equipment providers in the transportation industry to deliver groundbreaking solutions for supply chain professionals worldwide.

Our employees are an engaging and diverse group of people who believe in the power of great ideas. We hire people with different experiences and perspectives to build a company culture that drives growth through innovation.

We value thoughtful actions and empathy for others. We approach challenges with resilience and creativity, while encouraging transparency because, regardless of our backgrounds or responsibilities, we are one team.

About the Role:

Customer Focus:

• Execute the onboarding process for clients within your assigned portfolio and position yourself as the client's main point of contact with the objective of developing a profitable and consistent long-term relationship.
• With guidance and direction from your manager, assist clients in creating new activities and processes by monitoring routines with the goal of achieving desired results from contracted solutions and services.
• Work to establish a solid and reliable relationship between the key contacts of each client in your portfolio and provide follow-up to ensure long-term loyalty.
• Monitor the handling of important client problems and complaints in your portfolio until definitive resolution and communication to the client. This will be done under supervision and with the support of your manager.

Results:

• Register all executed activities and client information on client management and monitoring platforms (CRM, Asana, Project Builder, NetSuite, SAV, etc.).
• Plan your work routine with your immediate manager according to the deliverables outlined in the Customer Experience department's policy.
• Present initiatives and reports to users and sponsors of your clients, demonstrating progress and results generated during project monitoring.

Systems and Solutions:

• Correctly parameterize the solutions contracted in the project to ensure adherence to company-suggested standards and, when necessary, adapt to the specific scenario.
• Validate vehicle make, model, and other details reported in systems before performing activities for clients to ensure consistency of the information that will be presented.

Project Management:

• Ensure that activities planned in onboarding projects under your responsibility are executed within the deadline.

Training and Development:

• Support the development of training materials and topics via PS University and Webinars.

Data Analysis:

• Analyze individual performance indicators for goal management.

Negotiation:

• Negotiate with clients in your portfolio aiming to establish a profitable and long-term relationship, ensuring the desired results for the position.
• Identify the client's main needs to apply the most appropriate negotiation approach for each interaction.

Education

• Bachelor's degree in Administration, Logistics, Transportation, or related fields.
• Desirable certification in Net Promoter Score (NPS) methodology.
• Desirable White Belt certification.

Languages

• Basic Spanish desirable.

Experience

• Experience in post-sales with a history of customer relationship management and vehicle management.
• Participation in multidisciplinary projects focused on expanding client results while ensuring organizational objectives.
• Knowledge of client management platforms for preparing results presentations, monitoring indicators, and client training.
• Proficiency in Microsoft Office Suite for creating spreadsheets, reports, and presentations.
• Experience with Google Apps for email management.

Requirements

• Category B driver's license (CNH) with ability to drive vehicles.
• Availability for corporate travel to visit clients and participate in industry events and strategic meetings at offices.