About the Role & Team

IDC is seeking a Senior Customer Success Advocate to serve as a frontline partner in delivering an exceptional customer experience. This role plays a highly visible part in IDC’s customer success strategy by supporting clients throughout their IDC journey, resolving requests quickly, and helping account teams meet client needs effectively. It is an exciting opportunity for someone who enjoys working in a fast-paced, collaborative environment and is passionate about building strong client relationships, improving service outcomes, and contributing to IDC’s continued growth and reputation for excellence.

This role is based in Mexico-Remote, and reports to the VP, Customer Success in the US.

• Serve as a frontline resource for IDC customers, analyzing client requests and determining the best path to resolution using the appropriate internal resources
• Build and strengthen client relationships through onboarding, quarterly check-in calls, and personalized proactive outreach across an assigned account base
• Support IDC customers through real-time chat during local office hours, ensuring timely and professional assistance
• Maintain a strong understanding of internal systems, customer accounts, and routing and escalation procedures for different customer needs and issue types
• Develop ongoing knowledge of IDC products, services, coverage areas, and common customer inquiry trends to provide informed support
• Collaborate across teams, business groups, and management levels to ensure a seamless customer experience and effective internal support

• Bachelor’s degree required, preferably in Information Technology, Business, or Library Sciences
• Ideally 5 to 7 years of experience in customer success, customer service, or an academic library environment
• Experience working for or with technology suppliers and enterprise technology buyers preferred
• Strong written and verbal communication skills, including proficiency in spoken and written English
• Ability to manage multiple tasks concurrently, with strong time management and organizational skills
• Demonstrated ability to work collaboratively across teams and management levels in a fast-paced environment
• Passion for technology, with the flexibility, innovation, and adaptability needed to work effectively through change
• Experience using artificial intelligence tools, including ChatGPT, and business tools including Salesforce and ChurnZero/Gainsight
• 100% remote