Customer Success Manager (San Pedro Tlaquepaque)

This role is responsible for providing thought leadership in technical innovation, collaborating with cross-functional teams to identify revenue and productivity opportunities. The role also involves designing experiments for deep understanding of complex process, participating in software and systems project planning, and implementing new processes and technology for marketing performance improvement. Additionally, the role leads the implementation of marketing processes and policies, acts as a functional manager in its area of expertise, and provides mentorship and guidance to lower-level employees to achieve operational and strategic goals.

Responsibilities

• Provides senior leaders/owners actionable recommendations and strategic plan based on analytical research.
• Process design: understand business problematic and make proposals for solution within the content transformation framework.
• Participates in planning all aspects of software/systems projects including establishing project plans and objectives, and managing the project schedule, budget, resources, and tracking progress.
• Defines and implements new processes, tools, and technology requirements to drive continuous improvement of marketing performance management systems.
• Leads implementation of marketing processes and tools.
• Leads development of marketing policies with particular focus on bridging the gap between siloed organization.
• Acts as a functional manager within area of expertise, developing strategy and setting functional policy and direction.
• Provides mentorship and guidance to lower-level employees, thus ensuring the realization of operational and strategic plans.
• User Support: Provide ongoing support to users, addressing any problems or questions that arise.
• Onboarding and Training: help the training with user onboarding as a consultant and when training period are high take some ownership of some of the training.

Education & Experience

• Four-year or Graduate Degree in Computer Science, Data Analytics, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 10+ years of work experience, preferably in marketing, data analytics, or a related field.

Skills

• Strong Communication: Excellent verbal and written communication skills to effectively interact with users and stakeholders.
• Problem-Solving: Strong analytical and problem-solving skills to address user issues and improve system functionality.
• Project Management: Ability to manage multiple tasks and projects simultaneously, ensuring timely completion.
• Process design skills: lean six sigma certification appreciated
• Collaboration: Strong interpersonal skills to work effectively with cross-functional teams.
• Adaptability: Ability to adapt to changing technologies and processes.
• Customer Focus: A strong commitment to providing excellent customer service and support.
• Technical Proficiency: Proficient in content management systems and related technologies.

Impact & Scope

Impacts large functions and leads large, cross-division functional teams or projects.

Complexity

Provides highly innovative solutions to complex problems within established policy.