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Director - Customer Success Management
Job summary
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.
Benefits
Qualifications
- 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.
Responsibilities
- 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.
Skills
Full Time | Level: Senior | Annual Salary Range (based on experience): MEX$80,********
- 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.
- 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.
- 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!
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.