Director - Customer Success Management

Futurerecruit; A distancia; MXN 68,000 - 80,000; Jornada completa

Descripción de la vacante

A leading recruitment firm seeks a Director - Customer Success Management based in Monterrey, Nuevo León. The ideal candidate will have 3-5 years of operations management experience, particularly in the BPO industry. Responsibilities include strengthening client relationships and overseeing performance quality. Benefits include medical insurance, work-from-home options, and paid time off. If you have strong leadership and analytical skills, we want to hear from you.

Servicios

Medical Insurance

Work From Home

Paid Time Off

Formación

• 3-5 years of operations management experience at the Senior Manager or Director level.
• Experience managing Customer Success Managers or Account Managers.
• Ability to interpret data to identify trends and suggest improvements.

Responsabilidades

• Establish and maintain communication with clients and team members.
• Produce strategies based on data reports and observations.
• Make recommendations to enhance processes and efficiency.
• Manage performance and service quality.
• Determine training needs for staff.

Conocimientos

Operations management experience

Managing Customer Success Managers

B2B ENTERPRISE program management

Strong analytical skills

Leadership skills

Project Management

Excellent English – B2 or better

Efficiency in managing multiple schedules

Strong communication skills

Descripción del empleo

Director - Customer Success Management

Full Time | Level: Senior | Annual Salary Range (based on experience): MEX$80,********

Qualifications

• 3-5 years minimum of operations management experience at the Senior Manager or Director level within the BPO industry.
• Must have experience managing Customer Success Managers/Leaders and/or Account Managers.
• Background in managing Enterprise programs within the tech + sales realm.
• Excellent English – B2 or better.
• Experience managing success managers remotely.
• Experience managing B2B ENTERPRISE programs.
• Project Management and large‑scale project implementation experience.
• Strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements.
• Demonstrated leadership skills; be able to take the lead in making improvements and resolving issues.
• Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.
• Strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner.

Responsibilities

• Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations.
• Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations.
• Improve the company: Make recommendations to enhance processes and boost ease and efficiency.
• Define Sutherland's reputation: Oversee and manage performance and service quality to guarantee customer satisfaction.
• Empower the workforce: Determine training needs to equip staff with fundamental skills and knowledge.

Benefits

• Medical Insurance
• Work From Home
• Paid Time Off

Sutherland is seeking an attentive and goal‑oriented person to join us as a Service Delivery Director to oversee a Customer Success Management program. We are a group of driven and hard‑working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!