Cs Scale Team Lead (Mexico)

Thousandeyes; Xico; Presencial; MXN 1,790,000 - 2,328,000; Jornada completa

Descripción de la vacante

A leading tech firm is seeking a Scale Team Lead in Veracruz, Mexico, to manage a team of Customer Success Managers. The role focuses on driving customer adoption and success for North America. Ideal candidates will have strong leadership abilities and experience in Account Management within the SaaS industry. The position offers a comprehensive benefits package, including medical insurance and a performance-based compensation structure.

Servicios

Health insurance

401(k) plan with matching contribution

Paid Time Off (PTO)

Formación

• Strong leadership skills with a track record of building effective teams.
• Proven experience in Account Management or Customer Success.
• Understanding of the customer journey in Enterprise SaaS.

Responsabilidades

• Lead and manage a team of Customer Success Managers.
• Own success metrics for North America including GRR and NRR.
• Partner with sales to drive retention and expansion.

Conocimientos

Leadership skills

Customer-focused mentality

Analytical skills

Proficiency with CRM tools

Herramientas

Salesforce

Gainsight

Descripción del empleo

Overview

Who We Are : In August, Cisco Systems completed the acquisition of ThousandEyes, which now forms the ThousandEyes Business Unit within Cisco's Network Services Business Group, and is a foundational component of Cisco's growing Observability business.

What You'll Do : The Scale Team Lead is an introductory leadership position that will be tasked with maintaining an outstanding team responsible for driving adoption and long-term value realization for ThousandEyes North American based customers. The team partners cross-functionally with every part of the company (Product, Engineering, Marketing, Sales, Partners, Cisco Account Managers etc.) to advocate for our customers and ensure a high-quality experience throughout their lifecycle as a ThousandEyes customer. You will lead a key portion of our global business revenue with a focus on overall adoption, value realization, success planning, & renewals.

Responsibilities

• You will lead and manage a small team of 3-6 Customer Success Managers (CSMs), including recruiting / hiring, development, and performance management.
• Own success metrics for North America, specifically GRR and NRR and associated leading indicators of success :
• Be a key member of the CS leadership team & the voice for Customer Success Management at ThousandEyes.
• Identify customer trends, successes, and challenges to leadership and present a point of view on how to standardize and innovate how we deliver success and services
• Ensure timely and accurate forecasting for the team
• Partner with the North American sales team to drive retention and expansion within your market
• Master ThousandEyes value proposition and use cases to become a trusted advisor to our customers
• Act as executive sponsor for high-value client renewals and negotiations.
• Provide relevant executive updates and escalation on technical sales opportunities
• Proven success working within a highly matrixed organization and establishing positive relationships across all functions (Product, Professional Services, Marketing, Operations etc)
• Oversee the process of conflict resolution with clients and internal / external stakeholders
• Help develop campaigns and playbooks to continue 1 : Many strategy across the region

Qualifications

• Desired Qualifications : You've got a track record of strong leadership skills, building effective teams, creating and communicating a compelling vision for the organization, mentoring sales representatives, and achieving significant results.
• Proven experience in Account Management, Customer Success, Sales, or related field
• A deep understanding of the customer journey and what success means in Enterprise SaaS
• A customer-focused mentality and passion for our customers' success with the ability to balance the needs of the customer with those of the business
• A consistent track record of operational excellence (KPIs, process improvement, etc.)
• Recruited, groomed and led teams in a fast paced environment, including the ability to excel in a high-growth company that requires rapid iteration and constant evolution
• Data-driven with strong analytic background
• Proficiency with CRM tools (Salesforce, Catalyst, Gainsight etc.)
• Experience creating and delivering presentations

Benefits

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings.

Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday.

Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO.

We offer additional paid time to volunteer and give back to the community.

Employees are also able to purchase company stock through our Employee Stock Purchase Program.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components.

For quota-based incentive pay, Cisco pays at the standard rate of 1% of incentive target for each 1% revenue attainment against the quota up to 100%.

Once performance exceeds 100% quota attainment, incentive rates may increase up to five times the standard rate with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target.

Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

Why Cisco : WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses.

Some may think we're "old" (36 years strong) and only about hardware, but we're also a software company.

And a security company.

We even inve