Engagement Manager - Ciudad de México - Bluestorm Recruitment by Dazzle

Descripción

Operating in various markets, including Latin America, they are now looking for an Engagement Manager for Client Success in Mexico, who will serve as a leader and would be responsible for driving the strategic execution of objectives for the CSM team to achieve impressive client satisfaction as well as retention.

• Lead a team of Client Relationship Managers including leadership of CSM's in the client's remote operations center
• Establish consistency in the execution of effective service practices
• Manage Stakeholders expectations and partner with them to continually review and enhance operational performance and strategy
• Participate in the evaluation of the Client Relations software for the CSM group and recommend tips and best practices
• Partner with Product Management to educate associates on currently released functionality and upcoming features within the Product roadmap
• Develop and implement processes that influence KPI and other metrics in a positive manner
• Uncover atrisk client situations and act quickly to avoid loss
• Evaluate staff requirements, work with and coach direct reports to maximize the performance
• Problem solving and influencing each team member to better understand and follow direction to ensure highquality results
• Be the key Processoriented figure with a focus on coaching direct reports to gain efficiency in recognizing clients' perspectives and anticipate needs
• Manage expenses within the established budget

• 3+ years of experience in managing a team of customer success agents or managers, in a B2B customerfacing or sales role
• Very strong IT literacy and problem solving skills
• Proven leadership and project management skills ability to lead and influence the outcomes of others
• Excellent leadership and motivational skills
• B2 English or higher