.kiosoft technologies llc ("kiosoft") is a growing hardware and software company providing turnkey custom solutions for the commercial laundry, vending, and other unattended payment industries.
kiosoft has operations in the united states, canada, china, korea, and authorized dealers worldwide.the company's strength lies in its ability to provide a comprehensive blend of superior technology and customized software solutions.
these range from the most basic machine interfaces to custom applications to branding to complex networking solutions.we are looking for a proactive and customer-focused customer success manager to join our team in mexico city.the csm will be responsible for ensuring our clients' success by driving product adoption, maximizing customer satisfaction, and fostering long-term relationships.
the ideal candidate will have a passion for helping customers succeed, be detail-oriented, and be able to identify opportunities for growth within existing accounts.key responsibilities:technical expertise: develop a deep understanding of kiosoft's products, their capabilities, and their limitations.client relationship management: build and maintain strong, long-term relationships with clients, ensuring their success and satisfaction.onboarding and training: guide customers through the onboarding process, ensuring they understand how to use the product or service effectively.product adoption & support: monitor customer usage, identify barriers to adoption, and work proactively with customers to resolve any issues.problem solving: act as the primary point of contact for customer inquiries and issues, collaborating with other departments (e.g., technical support, sales) to ensure prompt resolution.customer retention: identify and prevent potential customer churn by addressing concerns, providing value, and offering solutions that meet client needs.account growth: identify opportunities for upselling or cross-selling within existing accounts and collaborate with the sales team to drive revenue growth.customer feedback: collect and relay customer feedback to product, sales, and marketing teams to continuously improve the product and customer experience.metrics and reporting: track customer success metrics (e.g., nps, customer satisfaction) and provide regular reports on customer health and success.customer advocacy: become an advocate for the customer both within the company and externally, ensuring their needs and expectations are met.skills & qualifications:experience: 2+ years in a customer success, account management, or client services role, preferably within the saas industry.communication: excellent verbal and written communication skills with the ability to present information clearly and professionally.problem solving: strong analytical and problem-solving skills, with the ability to resolve customer issues effectively