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 centerEstablish consistency in the execution of effective service practicesManage Stakeholders expectations and partner with them to continually review and enhance operationalperformance and strategyParticipate in the evaluation of the Client Relations software for the CSM group and recommend tips and best practicesPartner with Product Management to educate associates on currently released functionality and upcoming features within the Product roadmapDevelop and implement processesthat influence KPI and othermetrics in a positive mannerUncover at-risk client situations and act quickly toavoid lossEvaluate staff requirements, work with and coach direct reports to maximize theperformanceProblem solvingand influencing each team member to better understandand follow direction to ensure high-quality resultsBe the keyProcess-oriented figurewith a focus on coaching direct reports to gain efficiency in recognizing clients' perspectives andanticipate needsManage expenses within the established budgetRequirements:3+ years of experience in managing a team of customer successagents or managers, in a B2B customer-facing or sales roleVery strong IT literacy and problem solving skillsProven leadership and project management skills - ability to lead and influence the outcomes of othersExcellent leadership and motivational skillsB2 English or higherThe role will be temporarily remote, due to the Covid-19 pandemic.#J-18808-Ljbffr