Implementation Specialist

• Build enablement programs, converting strategy, priorities, and product/value narratives into applicable learning experiences.
• Help deliver and maintain enablement assets including training (live and on-demand), value stories, assets and messaging frameworks by managing timelines, logistics, system setup and reporting measurable impact.
• Coordinate updates and revisions to enablement assets based on feedback, changes in offerings, or evolving priorities.
• Monitor and report on goals.
• Publish enablement content within Microsoft Teams, learning management systems (LMS) and Customer Relationship Management (CRM) tools.
• Perform quality checks to ensure enablement content is accurate, complete, and in consideration of intended learning goals.
• Help implement value stories and positioning guidance created by peers, ensuring sellers can easily access and apply them.
• Support seller readiness activities such as session facilitation, practice coordination, and reinforcement follow‑ups.
• Help translate complex content into clear, usable formats that support day‑to‑day selling conversations.
• Work with enablement and commercial operations peers to ensure smooth handoffs from design to execution.
• Act as a reliable execution partner who delivers enablement plans.

Enablement Implementation Specialist

Customer Success Manager

• Execute foundational customer success strategies to ensure customer satisfaction
• Build and maintain strong customer relationships
• Provide proactive support and drive measurable outcomes
• Conduct discovery conversations to identify customer goals and pain points
• Lead customers through the onboarding process
• Monitor customer health metrics and adoption trends
• Collaborate with internal teams to address customer needs
• Serve as the primary point of contact for account escalations

• Drive customer success by ensuring our clients enhance the safety, efficiency, and sustainability of their operations with our IoT platform.
• Collaborate with customers to develop success plans, identify objectives, define metrics, and overcome barriers to business value realization.
• Partners with cross-functional teams like Product, Support, Finance, etc. to drive progress on customer requests.
• Facilitate executive business reviews to align on goals and celebrate successes with customers and Samsara leadership.
• Conduct workshops to understand customer operations, recommend workflow enhancements, and maximize the value of Samsara products.
• Develop a deep understanding of the Samsara platform's capabilities and effectively communicate them to diverse businesses across various industries.
• Partner with cross-functional teams to address customer requests and drive progress on customer initiatives.
• Serve as a mentor to the wider Customer Success team, championing Samsara's cultural principles.

Strategic Customer Success Manager

Onboarding Specialist

• Oversee the onboarding for all SiteMinder labeled products and services to internal and external customers, with a primary focus on customers based in the LATAM/AMERS market.
• Be a Subject Matter Expert for training on SiteMinder labeled products. Have an in-depth understanding of the technology, the service you deliver, and the tools you use in order to mentor the Onboarding Analysts.
• Monitor and analyze your team’s training sessions in line with your KPI’s, to ensure that individual Onboarding Analysts are delivering a high level of customer satisfaction and meeting their KPIs.
• Adopt and enforce the relevant processes, procedures and policies of SiteMinder’s Onboarding Team to ensure a consistently high level of customer service. Where necessary identify shortfalls in the process and procedures and suggest process improvements.
• Ensure improved Onboarding success by managing and ensuring risks of onboarding attrition and customer dissatisfaction are prevented.
• Managing expectations for scheduling training and set-live dates in an assertive manner, ensuring that customers’ training is completed effectively and on time.
• Help the team to provide value add information and advice to new customers
• Managing expectations for scheduling training and set-live dates in an assertive manner.

Customer Onboarding Manager

• Responsible for the engagement, adoption, and promoting the value of Mineral.
• Serve as a point of contact and liaison for Mineral – including proactive partner/client outreach as needed.
• Assist with sales training across all product lines to channel partners as needed.
• Consult with partners/clients to identify product goals, resources, timelines, and set appropriate expectations.
• Advise partners and clients regarding new products and special customized solutions.
• Collaborate closely with Account Management team to support renewals and expansions.
• Participate in the development and delivery of training and webinars for partners/clients that increase overall adoption and engagement.
• Collaborate with Account Managers on go-to-market strategies that increase adoption of our services and products.
• Utilize Salesforce and other internal tools (Gainsight, Mineral) to ensure pertinent information is reaching the correct teams and workspaces.
• Provide monthly updates on goals, adoption, value, and retention rates, and goal attainment.
• Attend industry events as needed.
• Other duties as assigned

• Involvement in every stage of the customer lifecycle from the moment the contract is secured, through successful onboarding/implementation, and onwards.
• Actively engage and support customers to ensure they are leveraging the purchased solutions effectively and finding value in our services.
• Continuous monitoring of customer health to better inform account management and expansion strategy.
• Drive upgrade revenue through increased product adoption and increased usage.
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.
• Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development.
• Establish a trusted and strategic advisor relationship and drive continued value of our products and services.
• Spur customer account growth through deep knowledge of the product/service and the customers’ needs by making logical expansion recommendations.
• Communicate effectively with customer senior-level management to understand customer needs to maximize customer retention and expansion.

Customer Success Specialist

• Strategic Advocacy: Spot risks early before they become issues and act on them proactively
• Input Excellence: Push back on vague or low-quality briefs. Guide clients toward better inputs to ensure world-class design results
• Structured Communication: Keep all correspondence tight, clear, and useful. No over-explaining—just clarity
• Service Optimization: Improve how clients use Deer Designer over time, moving from reactive support to proactive partnership
• AI-Enhanced Workflow: Leverage AI to draft, structure, and refine your communication and internal processes to 10x your efficiency

Client Success Specialist

• Diseñar modelos cuantitativos para procesos comerciales en la gestión de campañas end-to-end, colaborando con las áreas de riesgos, comerciales y de ejecución.
• Coordinar el gobierno de la interacción multicanal dentro de su equipo de trabajo, utilizando estadísticos para optimizar la conversión comercial.
• Implementar y liderar estrategias de CRM en diversos canales de comunicación (email, SMS, push, telemarketing, entre otros) para potenciar los resultados de las campañas y maximizar la conversión en flujos digitales.
• Gestionar campañas comerciales de CRM específicamente dentro de la plataforma Marketing Cloud o HubSpot.
• Analizar el comportamiento y los datos de la clientela para realizar la segmentación según la campaña, asegurando el envío de la información más óptima para cada persona.

Especialista CRM Marketing Cloud – Salesforce

• Supervisar y administrar las actividades del equipo de Data Stewards del CRM para que proporcionen un soporte efectivo a los clientes internos del área.
• Implementar las iniciativas globales de CRM en México y Colombia.
• Ejercer actividades de consultoría y soporte para mejorar la productividad de la fuerza de ventas (métricas de productividad, diseño de territorios, universos de clientes, etc.)
• Diseñar e implementar estrategias de administración de datos, configuración, entrenamiento y uso efectivo del CRM y sistemas/bases de datos relacionados.
• Colaborar con el equipo global en los proyectos de soporte, entrenamiento, mejora y maximización del CRM.
• Alinear, evaluar e implementar los proyectos e iniciativas del área de Sales Operations y Ventas relacionados con el CRM.
• Identificar oportunidades para maximizar todas las fuentes disponibles de datos del CRM.
• Diseñar, generar e interpretar diversos reportes para las áreas de Ventas y áreas de soporte usando diferentes herramientas (salesforce.com, SQL, data warehouse, PowerBI, Excel).
• Líder entrenador del CRM y sistemas relacionados.
• Participar en reuniones globales y locales, de manera presencial y/o por videollamadas.

Gestor Operativo, CRM

• Build meaningful customer relationships
• Become a trusted partner throughout the customer journey
• Conduct proactive outreach, pulse checks, customer reviews, and strategic follow-ups
• Build long-term relationships focused on trust, engagement, and success
• Advocate for customer needs internally
• Monitor customer health, engagement trends, platform usage, and adoption metrics
• Identify churn risks proactively and develop retention strategies
• Support customers in maximizing value and outcomes
• Improve customer engagement and long-term adoption
• Identify opportunities to increase engagement and account expansion within existing customers
• Support renewals, customer development initiatives, upsell opportunities, and account growth efforts
• Collaborate with internal teams to improve customer experience and outcomes
• Gather customer feedback and identify improvement opportunities
• Support continuous improvement initiatives
• Help create memorable customer experiences that drive loyalty and long-term partnerships

Customer Success Manager – Growth, Retention

• Own and drive CRM strategy
• Lead the end-to-end delivery of CRM programs across Americas, EMEA, LAC, and APAC
• Translate business goals and customer insights into clear CRM roadmaps and actionable plans
• Champion a customer-first, value-driven CRM approach across the organization
• Act as the regional point of contact and escalation for all CRM-related initiatives
• Oversee the planning, execution, and optimization of multi-channel CRM campaigns
• Drive lifecycle marketing initiatives including acquisition, engagement, retention, and reactivation
• Implement and scale test & learn frameworks (A/B and multivariate testing)
• Continuously optimize journeys, segmentation, and messaging based on performance data
• Work with leading CRM and marketing automation platforms (e.g., Salesforce Marketing Cloud, Braze, Klaviyo or similar)
• Use data (behavioral, transactional, preference-based) to drive advanced personalization
• Partner with technical teams to improve data flows, integrations, and tracking
• Monitor performance across key KPIs (engagement, conversion, retention, revenue) and translate insights into action
• Manage and develop CRM team members, fostering growth and high performance
• Collaborate with global stakeholders across marketing, product, and tech
• Act as a CRM subject-matter expert, promoting best practices and innovation
• Manage relationships with external vendors and CRM/ESP partners

CRM Manager

• Define and oversee the end-to-end commission payment process, ensuring accuracy and timeliness.
• Validate commission calculations, rebillings, and complex or non-standard financial cases.
• Track and follow up on pending invoices and payments; manage communication with partners on status, reminders, and next steps.
• Resolve non-standard financial incidents in coordination with FinOps and relevant internal teams.
• Maintain an organized tracking system of all commission and billing pending items.
• Actively manage an assigned portfolio of merchant partners, including high-complexity and critical accounts.
• Monitor portfolio health indicators, risks, and opportunities to prevent store closures and operational friction.
• Maintain consistent, structured communication with partners: provide operational education, set clear expectations, and ensure a high-quality partner experience.
• Support partners through critical situations and edge cases with tailored accompaniment.
• Document and standardize operational processes to ensure consistency and scalability.
• Identify operational friction points and rework, proposing and implementing improvement strategies.
• Create playbooks, operational guides, and supporting materials for the team.
• Execute defined operational playbooks for incident resolution and partner rehabilitation.
• Centralize and analyze partner feedback to detect recurring patterns, problems, and opportunities.
• Translate operational needs into actionable inputs for the Product team; track follow-through on implemented improvements.
• Analyze operational data and metrics to generate insights that drive decision-making and improve partner outcomes.
• Identify accounts at risk (payment issues, blocks, bad practices) and proactively escalate and follow up on critical cases.
• Execute partner rehabilitation processes as needed.
• Coordinate with internal teams (CX, Tech, KAMs, FinOps) to unblock and resolve escalated issues.
• Collaborate with the fraud team to identify and mitigate field-level fraud risks.

Merchant Ops Partner Success Analyst

• Serve as the primary contact for a portfolio of enterprise sub-accounts and mid-sized customers, building trusted relationships with stakeholders across clinical, IT, and end-user teams.
• Conduct regular check-ins and success meetings to understand customer goals, ensure satisfaction, and maintain detailed account records in platforms like Salesforce or Gainsight.
• Support Senior CSMs by managing deliverables, preparing Business Value Review materials, and handling operational tasks for strategic accounts.
• Collaborate with customers and Senior CSMs to build and execute measurable success plans, monitoring progress and escalating risks as needed.
• Drive product adoption by conducting onboarding for smaller accounts and delivering customized training resources to optimize usage and workflows.
• Identify underutilized features and proactively recommend ways for customers to gain more value from the platform.
• Serve as the first line of support for account-related issues, coordinating resolutions and mitigating churn risk through early detection of at-risk accounts.
• Partner on renewal prep and expansion strategies by gathering usage metrics, demonstrating ROI, and identifying upsell opportunities.
• Share customer insights with internal teams to inform product improvements, marketing efforts, and overall customer experience.
• Contribute to customer advocacy efforts through the creation of case studies, best-practice content, and participation in cross-functional planning.

Associate Customer Success Manager

• Lead a team of Renewals Specialists focused on the renewal of customer support contracts.
• Oversee team performance against renewal, retention, and forecasting Indicators while ensuring a high-quality customer and channel partner experience.
• Provide daily coaching, prioritization, and escalation support.
• Partner with Customer Success, Sales, Channel, and Operations leaders to align renewal strategies with customer outcomes and company goals.
• Use Salesforce data, renewal workflows, and reporting to lead accountability, visibility, and continuous improvement across the renewal motion for North America–based customers.

Customer Success Renewals Team Lead

• Conduct product demos for pre-qualified leads;
• Walk clients through the platform and answer basic questions;
• Follow structured demo processes and messaging;
• Follow up with no-shows via call or text to reschedule demos;
• Support onboarding for new clients after closing;
• Ensure a smooth transition from demo to active platform user;
• Assist users with basic questions and platform navigation;
• Jump on calls when needed to support current users;
• Engage existing clients to encourage platform usage and adoption;
• Help ensure users stay active and supported throughout their experience;
• Maintain clear communication and follow-up with clients;
• (Optional) Record instructional or tutorial videos for the platform;

Virtual Assistant – Client Onboarding & Demo Specialist

• Meet with clients to understand project goals and requirements for technology implementation
• Schedule weekly project status calls and share detailed project plans with deliverables and deadlines
• Run workshop sessions including journey mapping within online whiteboard tools and transfer outputs into process flow templates
• Liaise with technology teams on integration requirements and facilitate communication with client stakeholders
• Collaborate with clients to compile content and visual elements for implementation
• Review client-provided content and recommend improvements based on platform capabilities
• Configure client and journey-specific elements within the technology platform
• Brief internal teams on journey builds or build approved journeys and content within the platform
• Support testing, feedback cycles, and final edits prior to go-live
• Create bespoke showcase journeys for training and internal engagement
• Liaise with internal studio teams on design and content requirements, including quotations and deliverables
• Deliver platform training and coaching to client project teams
• Investigate and resolve platform-related questions and queries
• Handover accounts to Account Managers post-implementation
• Provide insights on additional journey opportunities and future roadmap planning
• Track time accurately in project management tools against client and project codes
• Establish and manage project scope, timelines, resources, and budgets
• Contribute to proposals, quotes, and project documentation
• Schedule and lead project kickoff meetings and ongoing check-ins
• Assign tasks, monitor progress, and remove project roadblocks
• Validate deliverables for accuracy and quality
• Communicate progress updates and deliver final project summaries to clients

• Leads and develops product support or solution(s) planning over entire lifecycle, including conformance to pricing strategies, end-to-end service delivery and sales readiness and associated processes.
• Represents services on product or solution core teams and provides service requirements into product development stages/phases, e.g., Product warranty support and cost analysis, and Service Product Marketing content/collateral.
• Performs business analysis, identifies root cause, and develops recommendations/ solutions to drive business improvements.
• Works across regions/geographies and WW teams to develop and/or implement new/enhanced services, solutions, or programs and associated processes to meet emerging customer/market needs and fuel profitable growth.
• Responsible for revenue and margin contribution for a set of (more than one) solutions or services.
• Utilizes in-depth understanding of customer business and complex requirements to develop business case, validate the solution, and demonstrate services added value.
• Utilizes technical and business skills to lead complex cross- functional activities that drive continuous growth of the services business.
• Provides mentoring and guidance to peers and lower level employees.

Channel Partner Success Delivery Manager

• Asegurar la adopción efectiva de la plataforma desde el onboarding inicial.
• Ejecutar acciones de incorporación que conecten el uso del producto con los objetivos del cliente, acelerando el tiempo para lograr valor.
• Construir relaciones de confianza con contactos clave.
• Ser el punto de contacto estratégico para Gerentes, Directores y Supervisores, entendiendo sus prioridades y proporcionando servicio en base a sus necesidades.
• Realizar revisiones de alcance de objetivos periódicas.
• Preparar y liderar reuniones con los Clientes que demuestren impacto, alineen expectativas y generen oportunidades de expansión o mejora.
• Monitorear proactivamente la salud del cliente y anticipar riesgos.
• Analizar métricas de uso, tickets y comportamiento para detectar señales tempranas de churn o insatisfacción, y actuar antes de que escalen.
• Compartir retroalimentación del cliente en mejoras internas.
• Obtener insights operativos y estratégicos para compartir con las áreas internas para mejorar.
• Entregar capacitaciones personalizadas.
• Usar el contenido de formación según el perfil del cliente, empoderándolos en el uso de la plataforma con autonomía.
• Identificar oportunidades de crecimiento dentro de cada cuenta.
• Detectar momentos clave para proponer upsell o cross-sell alineado a los objetivos del cliente, contribuyendo al crecimiento de la empresa.
• Gestionar solicitudes operativas y financieras con empatía y eficiencia.
• Apoyar en necesidades de atención y servicio, soporte, facturación y cobranza siempre buscando equilibrio entre experiencia y rentabilidad.
• Documentar interacciones y generar reportes accionables.
• Mantener registro de acciones, acuerdos y resultados para facilitar decisiones internas y fortalecer la relación con el cliente.

Ejecutivo de Customer Success

• Diseñar y ejecutar campañas de CRM end-to-end, asegurando una correcta segmentación, configuración, control de calidad (QA) y seguimiento del desempeño.
• Configuración y ejecución de campañas a través de canales como email, push notifications y SMS (cuando aplique).
• Construcción de audiencias y segmentación básica e intermedia.
• Coordinación con equipos de diseño y contenido para el desarrollo de piezas.
• Ejecución de QA de campañas (links, personalización y journeys).
• Monitoreo de envíos y gestión de incidencias.
• Elaboración de reportes básicos de desempeño (open rate, CTR, conversiones).
• Diseño de journeys y estrategias de lifecycle (onboarding, engagement, reactivación).
• Segmentación avanzada y definición de audiencias.
• Definición de hipótesis, ejecución de pruebas A/B y optimización continua.
• Coordinación con equipos de BI para medición y análisis.
• Priorización de iniciativas en conjunto con el Lead.

CRM Specialist

• Lead the implementation process for PetDesk customers, work closely with customers to gather requirements, configure the software to their specific needs, and ensure a smooth and efficient onboarding experience
• Use a customer success-based conversation approach that focuses on educating customers on how we can help improve processes and save time. Conduct comprehensive training sessions to educate customers on how to use PetDesk's software features and functionalities effectively
• Understand each customer's unique requirements and challenges. Analyze and interpret results in our backend system to inform the customer, problem-solve through issues, and give an accurate and confident response
• Develop strong relationships with customers by providing exceptional service and support throughout the implementation process; act as a trusted advisor, offering guidance and best practices to help them optimize their use of PetDesk's client communication software
• Identify and resolve technical issues or challenges customers encounter during implementation. Collaborate with internal teams, including product support, Sales, and CS, to ensure timely resolution of issues and customer satisfaction.
• Maintain accurate documentation of customer interactions, implementation details, and configurations within our CRM. Generate reports and provide insights on implementation progress, challenges, and successes to internal stakeholders.
• Manage an onboarding pipeline which includes approximately 30-40 customers at any one time and undertake 3-4 customer calls a day.

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Enablement Implementation Specialist

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Especialista CRM Marketing Cloud – Salesforce

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Customer Success Manager – Growth, Retention

CRM Manager

Merchant Ops Partner Success Analyst

Associate Customer Success Manager

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Virtual Assistant – Client Onboarding & Demo Specialist

Customer Success Manager

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Ejecutivo de Customer Success

CRM Specialist

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