Customer Success Director

hace 2 semanas

Ciudad de México, Ciudad de México Tbwa ChiatDay Inc A tiempo completo

As a Customer Success Director - Enterprise at Backbase, you will play a pivotal role in deepening and expanding strategic partnerships with key enterprise customers across the region. As a trusted advisor, you'll be responsible for nurturing executive-level relationships, guiding customers through every phase of the Backbase journey, and collaborating cross-functionally to drive exceptional customer satisfaction, retention, and growth. Your work will involve shaping and executing success strategies that not only maximize product adoption but also ensure customers derive long-term value from Backbase solutions.

With a strong focus on regional and bank-specific goals, you will be instrumental in driving advocacy, expanding revenue opportunities, and serving as the voice of the customer. Additionally, you'll mentor and empower team members to enhance their performance and grow their careers within Backbase.

In summary:

  • Drive adoption of Backbase Platform and Marketplace Partners;
  • Grow revenue with existing customers;
  • Be the Voice of The Customer with a passionate focus on customer needs;
  • Be relentlessly focused on ensuring our customers are advocates of Backbase;
  • Mentor team members to enable their performance and career growth.

This role involves frequent travel across the region and requires a strong ability to build and maintain relationships with key executive stakeholders.

What you'll do

Customer Relationship Management:

  • Build and cultivate strong, enduring relationships with C-level executives and key stakeholders across the region, establishing trust as a strategic advisor;
  • Facilitate high-stakes discussions with multiple stakeholders, aligning customer goals with Backbase's solutions and navigating complex adoption and utilization challenges;
  • Engage proactively with customers throughout the software development lifecycle, anticipating needs and positioning Backbase as an integral partner in their digital transformation journey.

Value Maximization:

  • Partner with customers to identify high-impact opportunities for maximizing Backbase's product value;
  • Work alongside Backbase's Customer Advisory leadership to tailor business cases to regional and customer-specific needs, offering strategic insights and best practices;
  • Develop and implement joint success plans aligned with each customer's strategic objectives and roadmap, ensuring the realization of tangible business outcomes, and connect the dots between similar use cases in other customers across the globe.

Advocacy Building:

  • Identify and cultivate customer advocates who are willing to share their success stories and experiences with Backbase solutions;
  • Actively promote customer success stories across Backbase's network and industry events to strengthen the company's brand presence and advocacy base.

Feedback Collection and Product Improvement:

  • Gather and analyze product utilization across multiple accounts in your and other relevant Backbase Hubs, providing strategic insights to R&D leadership;
  • Act as a bridge between customers and Backbase's product development organization. Work with the Backbase UX Research team, ensuring that customer needs and suggestions are considered in future product enhancements.

Account Management:

  • Lead renewals by ensuring alignment between customer success plans and demonstrated value realization, maintaining high levels of customer satisfaction and retention;
  • Collaborate closely with Sales to uncover account growth opportunities, leveraging knowledge of the customer's strategic initiatives to expand Backbase's footprint and drive ARR growth.

Who you are

  • Education: Bachelor's degree in Technology, Business, or a related field is required; a Master's degree or relevant certifications in customer success or account management is advantageous.
  • Experience: 12+ years of experience in a customer success role in the technology or software industry dealing with enterprise customers. Evidence of creating and thriving in a high performance, fast paced company with the ability to work autonomously and take ownership of initiatives.
  • Technical Acumen: Previous experience in roles requiring technical understanding, particularly in customer success management within the financial services technology industry.
  • Customer-Centric Mindset: Passionate about delivering success for customers, with a deep commitment to understanding customer needs and delivering solutions that exceed their expectations.
  • Innovative and Results-Driven: A growth mindset with the ability to think critically and develop innovative solutions through diving deep into data and analytics to drive decision making.
  • Relationship Builder: Exceptional communication, presentation, and interpersonal skills, with the ability to challenge, negotiate, influence, and persuade C-level stakeholders.
  • Life-long learner and mentor: You're passionate about keeping up to date with industry trends within the financial technology space, and in mentoring team members to perform and grow.
  • Autonomous and Cross-Functional: Ability to work independently, take ownership of customer success initiatives, and drive results, while collaborating across teams with Sales, R&D and Services colleagues, as well as Backbase's partner network.
  • Organizational and Analytical Skills: Highly organized, with the ability to prioritize, manage multiple complex projects, and adapt to a dynamic environment. Data-driven, with experience in analyzing customer success metrics to inform strategic decisions and optimize customer outcomes.
  • Commercial and Functional Acumen: Understand the unique cultural and digital trends in the customer's market and speak to business drivers, with a strong focus on maximizing value for customers at a strategic level.
  • Frequent Traveler: You enjoy regular travel to client locations to build strong relationships with C-level stakeholders and ensure their success with Backbase.
  • Hybrid Workplace: You will be based in our fabulous Atlanta HQ and come into the office 2 days per week, unless travelling for business purposes.

This role offers a unique opportunity to make a significant impact on Backbase's customer success and grow our capability in your region, helping our customers achieve their strategic goals while driving growth and adoption of our engagement banking platform and other solutions.

#J-18808-Ljbffr

  • Customer Success Director

    hace 1 día

    Ciudad de México, Ciudad de México zebrastudio A tiempo completo

    About the RoleWe are seeking an experienced and results-driven Director to lead our customer success efforts in Latin America. As a key member of our team, you will be responsible for driving customer adoption and expansion through cross-sell / upsell, renewal, and retention activities across a group of key and strategic accounts.You will manage account...

  • Director of Customer Success Engineering

    hace 2 semanas

    Ciudad de México, Ciudad de México Samsara A tiempo completo

    About the JobThe Director, Technical Support Engineering role at Samsara is a unique opportunity to shape the future of physical operations and contribute to an exciting array of product solutions. As a leader of Technical Support Engineering, you will be responsible for delivering exceptional customer experiences and driving efficiency improvements.Key...

  • Senior Customer Success Manager

    hace 1 día

    Ciudad de México, Ciudad de México zebrastudio A tiempo completo

    ResponsibilitiesThe Director of Customer Success will be responsible for leading a team of senior customer success resources in Latin America. Key responsibilities include:Developing and executing a comprehensive customer success strategy that aligns with our company's goals and objectivesManaging a team of customer success executives and...

  • Customer Success Director

    hace 3 semanas

    Ciudad de México, Ciudad de México Backbase Inc. A tiempo completo

    As a Customer Success Director - Enterprise at Backbase, you will play a pivotal role in deepening and expanding strategic partnerships with key enterprise customers across the region. As a trusted advisor, you'll be responsible for nurturing executive-level relationships, guiding customers through every phase of the Backbase journey, and collaborating...

  • Customer Success Director

    hace 4 semanas

    Ciudad de México, Ciudad de México Backbase Inc. A tiempo completo

    As a Customer Success Director - Enterprise at Backbase, you will play a pivotal role in deepening and expanding strategic partnerships with key enterprise customers across the region. As a trusted advisor, you'll be responsible for nurturing executive-level relationships, guiding customers through every phase of the Backbase journey, and collaborating...

  • Customer Success and Innovation Director

    hace 2 semanas

    Ciudad de México, Ciudad de México Yalo Inc. A tiempo completo

    About the RoleWe are looking for a Customer Success and Innovation Director to drive business growth and success at Yalo Inc. As a Key Account Strategy Director, you will be responsible for leading the development and implementation of strategies to drive customer acquisition and retention.You will work closely with our customers to understand their business...

  • Customer Success Director

    hace 3 días

    Ciudad de México, Ciudad de México SimplePractice A tiempo completo

    At SimplePractice, we are seeking a Senior Manager of Customer Success to oversee customer support, onboarding, and retention strategies. This full-time role is located in Mexico City, Mexico.The ideal candidate will be responsible for driving customer satisfaction and success on our platform. To succeed in this position, you should have experience managing...

  • Customer Success Director

    hace 1 semana

    Ciudad de México, Ciudad de México DEUNA A tiempo completo

    About DEUNAWe're a dynamic startup changing the landscape of global payments. As part of our team, you'll contribute to shaping the future of commerce and making a lasting impact.The Head of Account Management plays a critical role in driving customer success and revenue growth by developing and executing effective strategies to enhance customer experience...

  • Customer Success Director

    hace 1 semana

    Ciudad de México, Ciudad de México DEUNA A tiempo completo

    About DEUNAWe are a rapidly growing startup that streamlines global payments and empowers next-generation commerce through our unified platform.With our products, we have consolidated hundreds of payment solutions into a single integration, leveraging an intuitive payment orchestration approach and centralizing payment reconciliation. Currently present...

  • Customer Success Director

    hace 1 día

    Ciudad de México, Ciudad de México DEUNA A tiempo completo

    About Our MissionWe're revolutionizing the world of payments by providing a seamless and efficient solution for global transactions.Our innovative approach has consolidated hundreds of payment solutions into a single integration, allowing businesses to focus on growth rather than logistics.We're not just a payment provider – we're a partner dedicated to...

  • Customer Success Director

    hace 3 semanas

    Ciudad de México, Ciudad de México OfferFit A tiempo completo

    Position Overview:The Customer Success Director is a critical individual contributor role on our growing Customer Success team to ensure OfferFit customers are highly successful with the product. In this capacity, you will collaborate closely with different teams, internally and externally, to drive renewals, upsells, and expansions. You'll oversee the...

  • Director Customer Success, Mx

    hace 3 semanas

    Ciudad de México, Ciudad de México Innovapptive A tiempo completo

    Director Customer SuccessLocation: Queretaro, MexicoTravel Percentage: 0% - 10%Employment Type: Full-Time; SalariedReports To: EVP of Professional Services & Customer SuccessCompensation: Competitive Salary, Bonus, Health Benefits, PTO**Job Description**:About Us:At Innovapptive, we are bringing the industrial front-line worker, back-office and assets...

  • Dir Customer Success

    hace 1 día

    Ciudad de México, Ciudad de México zebrastudio A tiempo completo

    Join to apply for the Dir Customer Success role at ZEBRA3 days ago Be among the first 25 applicantsJoin to apply for the Dir Customer Success role at ZEBRAGet AI-powered advice on this job and more exclusive features.OverviewAt Zebra, we are a community of innovators who come together to create new ways of working to make everyday life better. United by...

  • Customer Success Program Director

    hace 21 horas

    Ciudad de México, Ciudad de México Amazon A tiempo completo

    Job OverviewThe Customer Success Manager (CSM) partners with our customers in the successful execution of their training and enablement programs. In this role, you will develop a long-lasting partnership with our largest customers to ensure they are successful in realizing the full value of their AWS investment.ResponsibilitiesDevelop and execute plans to...

  • Customer Success Manager

    hace 4 semanas

    Ciudad de México, Ciudad de México WB Talento A tiempo completo

    Customer Success Manager (CSM) – SaaS / B2B Ubicación: Ciudad de México (preferente) o MonterreyModalidad: Híbrido (4 días presenciales, 1 remoto)Salario: $35,000 - $40,000 + bono trimestralHorario: Lunes a Viernes - 9:00 am – 6:00 pmSobre la empresa: Somos partners de la plataforma Monday. Nos especializamos en ofrecer soluciones de gestión a...

  • Customer Success Manager

    hace 2 semanas

    Ciudad de México, Ciudad de México WB Talento A tiempo completo

    Customer Success Manager (CSM) – SaaS / B2BUbicación: Ciudad de México (preferente) o MonterreyModalidad: Híbrido (4 días presenciales, 1 remoto)Salario: $35,000 - $40,000 + bono trimestralHorario: Lunes a Viernes - 9:00 am – 6:00 pmSobre la empresa:Somos partners de la plataforma Monday. Nos especializamos en ofrecer soluciones de gestión a través...

  • Manager Customer Success Operations

    hace 5 días

    Ciudad de México, Ciudad de México SimplePractice A tiempo completo

    About UsOur mission at SimplePractice is to empower practitioners to deliver exceptional care to their clients. We do this by providing innovative solutions that support practitioners on their clinical journey, help them manage their business and practice, and enable new clients to discover and interact with practitioners.The RoleWe are seeking a Senior...

  • Customer Impact Director

    hace 5 días

    Ciudad de México, Ciudad de México Chubb A tiempo completo

    In this role as Customer Impact Director at Chubb, you will be responsible for defining and prioritizing team efforts to deliver business value and customer impact. This involves creating and shaping the digital vision and roadmap for our products and services.Main Responsibilities:Leading teams to success by managing stakeholder expectations and...

  • Customer Success Expert

    hace 1 semana

    Ciudad de México, Ciudad de México Menlo Ventures A tiempo completo

    We are seeking a seasoned Customer Success Expert to join our team at Appdome. As a Customer Success Expert, you will be responsible for driving customer success and growth in Mexico through strategic account management and technical support.About the Role:In this role, you will work closely with customers to understand their needs, provide tailored...

  • Dir Customer Success

    hace 3 semanas

    Ciudad de México, Ciudad de México Zebra Technologies A tiempo completo

    Remote Work: HybridOverview:At Zebra, we are a community of innovators who come together to create new ways of working to make everyday life better. United by curiosity and care, we develop dynamic solutions that anticipate our customer's and partner's needs and solve their challenges.Being a part of Zebra Nation means being seen, heard, valued, and...