Senior Program Manager for Customer Success
hace 2 meses
Position Overview:
We are seeking a Senior Program Manager to lead our Customer Success Management initiatives within the EMS sector.
Key Responsibilities:
- Oversee the Customer Success Management division in Mexico, ensuring alignment with North American objectives.
- Act as the primary liaison for customer interactions, providing local leadership to the team in a matrix structure focused on test engineering and quality assurance.
- Manage customer relationships with full program accountability for both existing and prospective clients in North America.
- Implement effective portfolio management strategies that prioritize growth, profitability, and cash flow, including profit and loss oversight and net working capital management.
- Drive people and organizational development by executing a target operating model and enhancing key roles, competencies, and collaboration with business support functions and operations.
- Establish and nurture a strong local Customer Success Management team through coaching and mentoring, in close partnership with the North American Management Team.
- Collaborate with colleagues across regions to support the business operations in Mexico.
- Represent and position the company’s expertise and experience to customers.
Qualifications:
- Minimum of 5 years of experience in a comparable role.
- Proven experience managing a profit and loss statement in a related industry.
- Background in sales and marketing within the industrial services or customer experience sector.
- Strong program management skills in a technology services context.
- Demonstrated success in a similar capacity within the industrial services field, particularly in EMS.
- Experience in customer negotiations, including pricing and contract discussions.
- Exceptional leadership and communication abilities.
- Solid understanding of business processes, information systems (SAP), and business intelligence tools (Qlik), along with KPI management.
- Financial acumen, particularly in pricing, profitability, and growth strategies.
- Fluency in Spanish (native) and English (business level).
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