Customer Success

hace 2 semanas

Ciudad de México OpsArmy A tiempo completo

**Role Overview**:
As a **Customer Success & Operations Manager**, you will **own the post-sale relationship** with our highest-value customers. You will act as a **trusted advisor** to clients while simultaneously overseeing the offshore teams delivering services to them. This role requires an exceptional blend of relationship management, team coordination, and operational problem-solving skills.

**What You'll Do**:

- ** Account Ownership**
- Serve as the **main point of contact** for assigned, high-value customer accounts.
- Build and maintain strong, executive-level relationships with **senior client stakeholders**.
- Conduct regular check-ins, **Quarterly Business Reviews (QBRs)**, and performance reviews to drive client retention and growth.
- ** Team & Talent Oversight**
- ** Supervise the performance** of BPO/offshore staff on client accounts.
- Ensure work quality, consistency, and team adherence to **Standard Operating Procedures (SOPs)**.
- ** Lead issue resolution** across people, process, or client expectation gaps, including complex escalations.
- ** Operational Excellence**
- ** Create, document, and maintain** standard operating procedures (SOPs) for key delivery processes.
- Identify inefficiencies or operational gaps and **propose system/process improvements** to enhance service quality and scalability.
- Coordinate with internal teams (e.g., Talent, Finance) to align service delivery with client goals.
- ** Project Management & Reporting**
- Monitor project progress, timelines, and outcomes for key initiatives.
- Support the **onboarding and transition** of new client accounts to ensure a seamless start.
- Track key metrics and report on account health, workforce performance, and service SLAs.

**What We're Looking For**:

- Prior, proven experience in **customer success, account management, client service, or consulting**.
- Strong **problem-solving**, written communication, and **people management** skills.
- Experience working with **international teams, BPOs, or distributed operations** is highly preferred.
- Demonstrated ability to **create SOPs**, manage multiple competing priorities, and effectively handle escalations.
- A **proactive, thoughtful communicator** who can influence both clients and internal delivery teams.

**Preferred Backgrounds**:

- ** Ex-consultants** (e.g., management consulting, operations).
- Former account/project managers in **tech-enabled service businesses**.
- Experience in verticals such as **outsourcing, healthcare operations, recruiting, or enterprise SaaS** is a significant plus.

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