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 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.