Our very successful client is one of the leaders in providing businesses with digital transformation services globally.Operating in various markets, including Latin America, they are now looking for anEngagement Manager for Client Success inMexico, who willserve as a leader and would beresponsible for driving the strategic execution ofobjectives for the CSM team to achieve impressiveclient satisfaction as well as retention.
Duties and responsibilities:
Lead a team of Client Relationship Managers including leadership of CSM's in theclient’s remote operations center
Establish consistency in the execution of effective service practices
Manage Stakeholders expectations and partner with them to continually review and enhance operationalperformance and strategy
Participate in the evaluation of the Client Relations software for the CSM group and recommend tips and best practices
Partner with Product Management to educate associates on currently released functionality and upcoming features within the Product roadmap
Develop and implement processesthat influence KPI and othermetrics in a positive manner
Uncover at-risk client situations and act quickly toavoid loss
Evaluate staff requirements, work with and coach direct reports to maximize theperformance
Problem solvingand influencing each team member to better understandand follow direction to ensure high-quality results
Be the keyProcess-oriented figurewith a focus on coaching direct reports to gain efficiency in recognizing clients' perspectives andanticipate needs
Manage expenses within the established budget
Requirements:
3+ years of experience in managing a team of customer successagents or managers, in a B2B customer-facing or sales role
Very strong IT literacy and problem solving skills
Proven leadership and project management skills - ability to lead and influence the outcomes of others
Excellent leadership and motivational skills
B2 English or higher
The role will be temporarily remote, due to the Covid-19 pandemic.