Engagement Manager (Client Success Management)

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 an Engagement Manager for Client Success in Mexico, who will serve as a leader and would be responsible for driving the strategic execution of objectives for the CSM team to achieve impressive client satisfaction as well as retention.

Duties and responsibilities:

• Lead a team of Client Relationship Managers including leadership of CSM's in the client’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 operational performance 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 processes that influence KPI and other metrics in a positive manner
• Uncover at-risk client situations and act quickly to avoid loss
• Evaluate staff requirements, work with and coach direct reports to maximize the performance
• Problem solving and influencing each team member to better understand and follow direction to ensure high-quality results
• Be the key Process-oriented figure with a focus on coaching direct reports to gain efficiency in recognizing clients' perspectives and anticipate needs
• Manage expenses within the established budget

Requirements:

• 3+ years of experience in managing a team of customer success agents 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.