Strategic Customer Experience and Services Coordinator

We are looking for a professional with solid experience leading customer service or project management teams, with the ability to provide comprehensive support to strategic accounts and coordinate high-impact initiatives. The selected candidate will be responsible for ensuring that assigned clients—from different sectors and regions—receive exceptional quality service, anticipating needs, efficiently resolving requirements, and promoting sustainable long-term relationships. This role involves occasional travel, both nationally and internationally, to strengthen client relationships and support the execution of key projects.

Responsibilities

- Leadership and team management: Lead, train, and motivate the customer service specialist team, promoting high performance and professional development for each member.
- Key relationship management: Serve as the main liaison with strategic clients, ensuring agile, high-quality service.
- Project coordination: Ensure the proper execution of commitments made, coordinating with internal areas to respond to needs and requirements.
- Opportunity development: Identify and manage opportunities for renewing or expanding agreements, adding value for all parties involved.
- Continuous improvement: Optimize internal processes, document workflows, and propose best practices for customer service and follow-up.
- Interdepartmental collaboration: Work with product, operations, sales, and legal teams to align support strategies.




- Indicator monitoring: Define and monitor KPIs, prepare results reports, and adjust action plans as necessary.
- Training and onboarding: Supervise the team's induction and ongoing training process, ensuring they are up to date with changes in processes and policies.
- Field support: Participate in person at strategic or critical moments for customers.

Requirements

- Proven experience in leading customer service teams, project management, or strategic accounts.
- Ability to build and maintain long-term relationships with institutional or corporate clients.
- Excellent oral and written communication skills.
- Strategic thinking, proactivity, and ability to solve problems creatively.
- Organization and management of multiple priorities simultaneously.
- Proficiency in technological tools, CRMs, and support platforms.
- Adaptability to changing environments and working with diverse stakeholders.
- Availability to travel nationally and internationally for short periods.
- High intermediate level of English (B2) or higher.
- Experience with public, corporate, or social sector organizations.
- Knowledge of technological platforms (SaaS) or educational management tools.
- Proficiency with CRMs such as Salesforce, Zendesk, Freshdesk, or others.
- Experience coordinating projects with multiple stakeholders and measurable results.

Seniority level

- Mid-Senior level

Employment type

- Full-time

Job function

- Customer Service

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📌 Strategic Customer Experience and Services Coordinator (Colombia)
🏢 Cliente Anonimo
📍 Colombia