Client Experience Lead: Growth, Ops & KPI Delivery

Jobtailor; Mérida; Presencial; MXN 600.000 - 840.000; Jornada completa

Descripción de la vacante

Boldr is seeking an experienced Client Success Lead to manage global client relationships, empower Team Captains, and ensure operational excellence across daily operations.

You will collaborate with Implementation, Client Solutions, Finance, IT, People Experience, and Office Operations, drive KPI achievement, develop process improvements, and lead quarterly business reviews with senior leadership.

Formación

• 3+ years in a client-facing role such as Operations Manager.
• 3+ years’ knowledge of BPO, staffing, technology, or other business services industries.
• 3+ years of people management experience.
• Ability to manipulate Excel or Google Sheets for reporting.
• Ability to create dashboards and provide stakeholder visibility.
• Lean Six Sigma knowledge and/or certification is a plus.
• Excellent communication and problem-solving skills.

Responsabilidades

• Maintain and nurture Boldr’s client relationships.
• Develop and empower Team Captains to succeed.
• Take accountability for client and team success, quality, operational performance, and commitments.
• Foster a healthy working environment and represent Boldr to Clients and internal departments.
• Manage global teams and oversee daily operations.
• Handle day-to-day client communication, performance reporting, training, and escalation management.
• Develop and maintain relationships with client and internal stakeholders.
• Review operational performance with client stakeholders and Boldr leadership.
• Collaborate with Implementation, Client Solutions, Finance, IT, People Experience, and Office Operations.
• Resolve basic to complex inquiries and concerns accurately and promptly.
• Create and manage MSAs and SLAs.
• Monitor SLA compliance and Client KPI achievement.
• Conduct root cause analysis and execute plans to meet KPIs.
• Maintain documentation and identify process improvements.
• Facilitate Client Business Reviews with the SBU Head.
• Identify business growth opportunities within client organizations.
• Update HubSpot deal cards and ensure items are invoiced.
• Follow up on invoicing, pricing discrepancies, and billing issues.
• Supervise, develop, coach, and performance-manage Team Captains.
• Support client calls, team huddles, and coaching sessions as needed.
• Provide constructive feedback and foster continuous improvement.

Conocimientos

Client Relationship Management

People Management

Operational Performance Oversight

Data Analysis

Public Speaking

Active Listening

Root Cause Analysis

Educación

Lean Six Sigma Certification

Herramientas

Google Sheets

Excel

HubSpot

Descripción del empleo

Boldr is seeking an experienced Client Success Lead to manage global client relationships, empower Team Captains, and ensure operational excellence across daily operations.

You will collaborate with Implementation, Client Solutions, Finance, IT, People Experience, and Office Operations, drive KPI achievement, develop process improvements, and lead quarterly business reviews with senior leadership.