Senior Customer Success Engineer - TracOS
Customer Success
Account Management
Mexico City, D.F.
#LI-IM1
#LI-Onsite
Why join us
TRACTIAN is transforming the industrial world by empowering frontline maintenance workers to achieve more. We’ve fused cutting-edge hardware with innovative software into one powerful platform, disrupting legacy systems and delivering smarter, faster solutions for our clients.
At TRACTIAN, you'll break boundaries, question convention, and collaborate with top talent to drive real change. As a part of our growth-stage startup, you’ll work alongside the founders, shaping the vision, products, and experiences that will define the future of industrial tech.
Customer at TRACTIAN
The Customer team is the driving factor behind lifetime value, retention and expasion at Tractian. We focus on expanding inside existing customers, crosselling to different products, and building even stronger relationships with our current accounts. Our Enterprise customers are comprised of Fortune 500 companies, such as Hyundai, Bosch, CEMEX, Bimbo, PepsiCo, and others. Every member of our team directly affects the results of our clients. As part of this team, you will be in contact with clients to understand their needs and help create solutions to improve their maintenance processes.
What you'll do
As a Customer Success Engineer, your main obligations will include providing technical support and guidance to our enterprise clients. You will work closely with customers to ensure that technical aspects of our solutions are effectively aligned with their needs, contributing to account expansion, retention and high client satisfaction.
Responsibilities
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Develop and maintain close relationships with key customers.
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Provide technical expertise during client meetings and product demonstrations.
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Collaborate with sales and engineering teams to customize solutions for enterprise clients.
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Monitor and analyze product performance within client environments, offering solutions for optimization.
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Lead technical discussions with clients regarding product updates and future needs.
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Facilitate product training sessions for clients and their teams.
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Actively contribute to the identification of upsell and cross-sell opportunities.
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Maintain technical documentation and support materials.
Requirements
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Bachelor’s degree in Engineering, Business, or a related technical field.
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Strong technical background with experience in customer-facing roles.
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Demonstrated ability to troubleshoot and resolve complex technical issues.
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Knowledge of project management principles and practices.
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Excellent communication skills, with the ability to explain technical concepts clearly.
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Familiarity with enterprise-level client engagement and support.
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Proficiency in using CRM and project management software, ideally HubSpot.
Bonus Points
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Prior experience in B2B technical support roles.
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Additional language skills apart from English.
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Fluent in English.
COMPENSATION
• Competitive salary and stock options
• GymPass so you don't sit/work all day
• 15 days of paid annual leave
• Optional fully funded English / Portuguese courses
• Carnet Card: $2,800mxn/mo for groceries and food
• Earn a trip anywhere in the world every 4 years
• Day off during the week of your birthday
If you want to build a ship, don't organize people to collect wood, assign them tasks, and give orders. Instead, teach them to long for the vast and endless sea.
Antoine Saint-Exupery