Customer Excellence Director

hace 2 semanas


Xico, México Backbase A tiempo completo

Company Overview

Backbase is a leading provider of digital banking and customer experience solutions, empowering financial institutions to deliver exceptional user experiences. Our innovative platform enables banks to stay ahead in the market by providing personalized services, streamlining operations, and driving growth.

Job Title: Senior Service Manager - Portfolio Lead

Salary Range: $120,000 - $180,000 per annum, depending on location and experience

About the Role

We are seeking an experienced Senior Service Manager to lead our portfolio of customers and drive service excellence across the organization. As a key member of our customer success team, you will be responsible for developing and executing strategies to improve customer satisfaction, quality, and stability. Your primary focus will be on promoting active, strategic customer engagement at the highest stakeholder levels.

You will collaborate closely with cross-functional teams, including CS leadership and technical teams, to ensure seamless delivery of services. Your expertise in critical thinking and proactive leadership will enable you to champion end-to-end service thinking and align platform development with customers' strategic goals.

Main Responsibilities:

  • Lead a portfolio of customers and develop strategies to improve service excellence
  • Promote active, strategic customer engagement at the highest stakeholder levels
  • Collaborate with cross-functional teams to ensure seamless delivery of services
  • Champion end-to-end service thinking and align platform development with customers' strategic goals
  • Develop and own the Service Excellence practice with a focus on improving customer satisfaction, quality, and stability

Requirements

  • 8+ years of experience in a consultative, client-facing Senior Service/Account Management role
  • Solid experience in an information and/or project management with a fast-paced Software/SaaS company or consultancy, preferably focused on the financial services or fintech domain


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