Engagement Manager (Client Success Management)

Dazzle London; Ciudad de México; A distancia; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

An established industry player is seeking an Engagement Manager for Client Success in Mexico. This role is pivotal in leading a team dedicated to enhancing client satisfaction and retention through strategic execution. You will manage client relationships, establish effective service practices, and drive operational performance. The position offers a unique opportunity to influence key metrics while coaching your team to achieve high-quality results. If you are passionate about customer success and possess strong leadership skills, this role could be your next exciting challenge.

Formación

• 3+ years managing a team in a B2B customer-facing role.
• Strong IT literacy and proven leadership skills.

Responsabilidades

• Lead and coach a team of Client Relationship Managers.
• Manage stakeholder expectations and enhance operational performance.
• Develop processes to positively influence KPIs.

Conocimientos

Leadership

Problem Solving

Project Management

IT Literacy

Customer Success Management

Educación

Bachelor's Degree or equivalent

Herramientas

Client Relations Software

Descripción del empleo

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 an Engagement Manager for Client Success in Mexico, who will serve as a leader and be responsible for driving the strategic execution of objectives for the CSM team to achieve impressive client satisfaction as well as retention.

Duties and responsibilities:

• Lead a team of Client Relationship Managers including leadership of CSM's in the client’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 operational performance 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 processes that influence KPI and other metrics in a positive manner
• Uncover at-risk client situations and act quickly to avoid loss
• Evaluate staff requirements, work with and coach direct reports to maximize performance
• Problem solving and influencing each team member to better understand and follow direction to ensure high-quality results
• Be the key Process-oriented figure with a focus on coaching direct reports to gain efficiency in recognizing clients' perspectives and anticipate needs
• Manage expenses within the established budget

Requirements:

• 3+ years of experience in managing a team of customer success agents 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.