Once For All

Customer Support

• Gestión de altas y modificaciones.
• Creación y modificación de obras, proyectos y usuarios en operator.
• Revisión de la información proporcionada por el contratista para asegurar su correcta configuración.
• Realización de correcciones de validaciones cuando el cliente lo solicite.
• Comunicación con el contratista para solicitar documentos adicionales o aclaraciones.
• Resolución de incidencias, dudas, consultas y solicitudes de los contratistas.
• Seguimiento de casos hasta su cierre.
• Colaboración directa con el KAM para mantener la fidelización del cliente.
• Apoyo en tareas de coordinación y comunicación para mejorar la calidad del servicio.
• Registro y seguimiento de casos mediante Salesforce.
• Atención telefónica a través de Aircall.
• Manejo de plataformas internas para la gestión de obras y documentación.

Técnico de Atención al Cliente – Contratas, Construcción

Customer Success Manager

• Manage inbound and outbound customer interactions to understand client needs, follow up on renewals, resolve questions, and build long-term relationships.
• Guide new Buyer customers through the onboarding process, providing training and support to ensure successful adoption of the platform from day one.
• Monitor customer health, product usage, satisfaction, and engagement to identify risks, opportunities, and areas for improvement.
• Develop and implement actions aimed at reducing subcontractor churn, working closely with internal teams to improve their experience, adoption, and long-term relationship with Dokify.
• Analyze feedback and usage patterns to detect upsell and cross-sell opportunities, contributing to customer growth and revenue expansion.
• Track and interpret key KPIs such as retention, NPS, platform usage, renewal status, and customer satisfaction, proposing corrective actions when needed.
• Collaborate closely with Sales and Finance teams to ensure a smooth, aligned, and consistent customer journey.
• Act as a trusted advisor to customers, helping them understand how to make the most of Dokify’s solution according to their business needs.
• Share best practices, customer insights, and improvement ideas with the team to support continuous improvement.