Customer Happiness & Impact Partner (VISA NEEDED) - Hybrid Guadalajara

Location: Guadalajara, Mexico (Hybrid) Supporting a U.S.-based client (Senior Living / Healthcare Industry)

The Mission: Proactive by DesignThe CHIP does not wait for a phone call, a ticket, or a complaint. You are the Customer Happiness & Impact Partner because you stay three steps ahead of the building’s needs. While our Gurus handle the "Big Picture" and Market Managers handle the "Right Now," you own the "What’s Next." Your success is measured by how often you solve a problem before the customer even knows it exists.

Key Responsibilities1. The "Offensive" Outreach Strategy• Scheduled Success Cycles: Execute a rigorous calendar of proactive "Pulse Checks" with building leads. You own the cadence of the relationship, ensuring no customer goes more than [X] days without a high-value touchpoint. • Growth Hunting: Use your outreach to identify untapped needs. You are responsible for uncovering expansion opportunities and "pitching" them to the Regional Gurus for closing. • Usage Audits: Monitor building-level data to spot drops in engagement. Reach out immediately to provide training or solutions before the customer reaches out to cancel.

2. Internal Air Traffic Control• The Strategic Middle: Act as the vital link between Gurus (Regional Strategy) and Market Managers (Tactical Execution). • The "Pre-Emptive" Brief: Brief Market Managers on upcoming building needs based on your conversations, and update Gurus on the "health score" of every site so there are zero surprises during corporate reviews.

3. Aggressive Service Recovery• Friction Detection: When a tactical task is missed by the field team, you are the first to call the customer. You own the apology and the solution, ensuring the customer feels "seen" and "valued" despite the hiccup. • Coordination: Rally internal teams to fix service gaps, ensuring the Market Manager has what they need to execute and the Guru is informed of the resolution.