Enterprise Customer Success Manager

• Role Title: Enterprise Customer Success Manager

  • Direct Report: Senior Director of Customer Success

  • Area: Customer Success

  • Location: LATAM

The Opportunity

We are currently seeking a reliable and proactive Enterprise Customer Success Manager. The ideal candidate will have a good, relevant background for customer success management, preferably in the enterprise software industry, located in Mexico or Colombia.

As an ECSM, you will be responsible for owning the success and satisfaction of our enterprise customers. This involves building and maintaining relationships with key stakeholders, understanding their business objectives, and ensuring our solutions align with their needs. You will be crucial in driving customer adoption, retention, and expansion.

Responsibilities

• Manage all stages of customer relationships:

  • Implementation (it’s all about project management)

  • Building amazing client relationships by providing exceptional service

  • Insight presentations (data analysis and interpretation) for clients and their executive teams

  • Continuously improve delivery methodology programs

  • Manage any key issues and risks

• Provide expert knowledge and support to our growing client base:

  • Working collaboratively with the rest of the Client Success team to provide red-carpet support to our clients

  • Engage Solution Engineers and Technical Business Analysts to provide solutions and guide customers through POCs; implementations and successfully transition into the production phase

  • Make impactful and creative decisions: Find creative solutions to customer requests and provide customers an experience that they will LOVE!

• Enterprise /SAAS clients:

  • Proactively manage the delivery of SaaS solutions with client and internal stakeholders

  • Able to develop processes to scope out Enterprise Customer requirements correctly

  • Guide customers through successful POCs and implementations

  • Provide support to our customers in POCs, during integration and in production

  • Build a methodology that delivers continuous results and measures success

  • Work cross functionally to bring all necessary resources to the table to deliver success

  • Provide customer support and solve issues in integration and production leveraging knowledge of product and interactions with Customer success, Engineering and QA teams.

Requirements

• At least four years of relevant working experience in leading customer projects (preferably within a consulting environment) with demonstrated analytic and problem-solving skills

• MBA or relevant Master’s degree in business, technology or engineering is highly preferred 

• Previous Customer Success in enterprise and/or SaaS environments is a plus.

• Strong project/program management skills

• Technical acumen to allow effective articulation of Enterprise capabilities & offerings is highly preferred

• Excellent communication skills with the ability to distill complex issues

• Comfort with large data sets and ability to extract business insights from analysis

• Comfort with ambiguity and a rapidly evolving business landscape

• Solid stakeholder management skills, both for internal and external stakeholders

• Experience working in an organization that develops mobile apps and services for enterprise customers.

• Working knowledge of biometrics or identity software is ideal

• Proven track record of resolving issues and risks in a cross functional and collaborative way.

• Confident, and you easily build relationships when working with your customers and internal partners.

• Naturally curious, eager to learn and proactive in sharing knowledge with others.

• Able to work in a fast-paced environment with a strong sense of urgency in driving projects to completion.