Customer Success Lead

Client Success Lead

Quick description:

Client Success Lead, a Delivery Manager with a Computer Science or related degree and 5 to 10 years of experience , capable of managing complex strategic accounts, leading growth on a portfolio of accounts, revenue, and cross-functional teams, with confidence. The role based in Guadalajara or the metropolitan area.

Details:

Purpose and Key Responsibilities

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The Client Success Lead is responsible for driving the performance, motivation, development, and operational excellence of the Client Success (CSU) team. This role ensures that CSRs are aligned with organizational goal equipped with the right tools and training and consistently delivering value to clients. It acts as a bridge between strategic objectives, key results, and frontline execution, fostering a culture of accountability, growth, and client-centricity with a strong ownership.

Growth & Strategic Enablement

• Identify, document, and action growth opportunities within accounts
• Manage client-side Promotions and COLAs
• Lead Project Reallocations
• Margin refresh
• Track Open Positions and build
• HubSpot Active Account Expansion Opportunity Creation
• Facilitate Referrals from clients and consultants

Documentation and financial compliance

• Manage Statements of Work (SOWs) and system information
• Manage Purchase Orders information and Finance Kickoffs
• Oversee Work Order documentation and compliance

Client Relationship & Health Monitoring

• Attend Client & Team Health Checks
• Accountable and responsible for managing all account risks

Quarterly Business Reviews (QBRs)

• Manage QBR, planning, execution, documentation, and action items

Billing compliance

• Ensure Time Reporting Compliance
• Considerations
• Knowing the status of the financial health of the account

Performance Management

• Conduct regular 1:1s with CSRs to review performance, set goals, and provide feedback.
• Monitor and report on bonus compliance , ensuring alignment with performance metrics.

Coaching, Motivation & Development

• Provide coaching and training to CSRs to enhance their skills and effectiveness.
• Define and support career paths for CSRs, identifying growth opportunities and development plans.
• Work to maintain a healthy level of motivation among members, by spending time, understanding their needs, their lives, what makes them happy, what are their aspirations, motivators, etc.

Operational Excellence

• Lead the implementation and execution of new processes , ensuring smooth adoption and impact.
• Drive, Monitor and control OKRs , ensuring alignment with broader organizational goals.

Internal Collaboration

• Facilitate internal touchpoints for CSRs, ensuring they are informed, aligned, and supported across departments.

Job Description

Education: Have a 4-year degree in Computer Science, or related field.

Behavioral expectations

Collaboration & Teamwork

Leads and contributes to team discussions and leads team discussions when appropriate.

Seeks opportunities to improve project outcomes through motivation and support.

Uses assertiveness when necessary.

Propose team item discussions when appropriate.

Supports and reinforces team decisions and encourages participation from others.

Communication

Strong English level to communicate clearly, professionally, and in a timely manner in both verbal and written form across a wide variety of audiences.

Listens and interacts actively with teams and clients.

Exemplary communication skills and always uses social awareness.

Listens actively, detects uncertainty in others, and encourages resolution.

Creates and maintains lines of communication open and effective.

Communicates clearly, professionally, and in a timely manner in both verbal and written form across a wide variety of audiences.

Identifies and resolves problems proactively, understands, and responds to stakeholders.

Ensures the highest quality of information and tailors communication.

Professionalism

Demonstrates commitment to the team, our clients, and our engineers.

Operates with integrity and fosters company values.

Resolves individual and organizational issues with objectivity.

Manages a diverse workforce and culture.

Resolves individual and organizational issues with objectivity.

Handles personal and team adversity in a suitable manner.

Customer Focus with Attitude

Builds and maintains effective relationships.

Strives to exceed the expectations and requirements of internal and external customers; acts with customers in mind and values the importance of providing high-quality customer service.

Prioritization

Prioritize their own work. Showing ability to adopt a methodical approach, managing multiple tasks simultaneously whilst maintaining a high level of accuracy in all work carried out.

Problem solving

Can identify and communicate risks, issues, or impediments proactively by getting the right teams or clients involved.

Supervision

Works independently and ask for guidance when needed.

Leadership and Mentoring

Promotes high performance.

Motivates team members.

Takes accountability for the account´s health

Can coach and guide other members in the team.

Technical expectations

Delivery Manager or similar professional experience.

Diplomatic ability to influence others at all levels of the organization.

Excellent client relationship skills over calls and in person.

Interface with business users and technical staff

Procurement experience in terms of SOW, MSA, NDA, etc.

Manage complex strategic accounts.

Has a detailed understanding of key software development terminology and concepts.

Highly proficient in IT skills in all Microsoft Packages (Word, Excel, Planner, PowerPoint, and MS Project).

Can handle multiple accounts and teams up to 150 engineers

Identifies and evaluates business process improvement and growth opportunities.

Leads and manages client and team health checks for growth and strategic accounts.

Audits account’s contracts

Takes action to minimize conflicts, identifying the source and resolving it.

Monitor the status of project risks and initiate risk response plans when necessary

Major milestone tracking and status reporting, including communication to Executive Stakeholders.

Experience working independently.

Foster clear communication and synchronize activities among multiple projects.

High proficiency in Risk Management, reviews, and resolution follow-up.

Negotiate solutions and prioritize alternatives.

Communicate with all levels throughout the Functional Unit

Proactive communication with Clients /Delivery Professionals/Company areas

Experience with the Agile/Iterative Methodology

Ensures key decisions are documented with supporting information and analysis as appropriate.

Can resolve blockers within their team and across teams.