Enterprise Customer Success Manager LATAM

REIMAGINE TRUST

Incode is the leading provider of world-class identity solutions that is reinventing the way humans authenticate and verify their identities online to power a world of digital trust.

Through our revolutionary identity solutions, we are unleashing the business potential of universal industries including finance, government, retail, hospitality, gaming and more, by reducing fraud and transforming human interactions with data, products, and services.

We’re in the process of rapidly scaling our diverse global team and we’re looking for entrepreneurial individuals and leaders who are curious, driven, and excited by ownership to join a Unicorn-status scale-up!

• Role Title: Enterprise Customer Success Manager LATAM
• Direct Report: Senior Director of Customer Success
• Area: Customer Success
• Location: LATAM

The Opportunity

We are looking  for a high energetic and collaborative Enterprise Customer Success Manager for LATAM to serve as the strategic interface between our clients, internal engineering and product teams. This role requires both strong tactical skills and strategic level thinking. On the tactical side, this person needs to be able to help the team navigate through agile delivery, manage the team and architecture to provide the guidance, and shepherd in flight projects to their successful ends. This candidate will work closely with Product Managers, Delivery, DevOps, Infrastructure and Business Operation teams in a highly collaborative environment and global environment to provide quality software and solutions to our clients.

Responsibilities

• Manage all stages of customer relationship:
  • Implementation (it’s all about project management)
  • Building amazing client relationships by providing exceptional service
  • Insight presentations (data analysis and interpretation) for clients and their executive teams
  • Continuously improve delivery methodology programs
  • Manage any key issues and risks
• Provide expert knowledge and support to our growing client base:
  • Working collaboratively with the rest of the Client Success team to provide red-carpet support to our clients
  • Engage Solution Engineers and Technical Business Analysts to provide solutions and guide customers through POCs; implementations and successfully transition into production phase
  • Make impactful and creative decisions:
  • Find creative solutions to customer requests and provide customers an experience that they will LOVE!
• ENTERPRISE /SAAS CLIENTS:
• 5 years previous Customer Success in enterprise and / or SaaS environment
• Strong project/program management skills
• Technical acumen to allow effective articulation of Enterprise capabilities & offerings highly preferred
• Excellent communication skills with the ability to distill complex issues
• Comfort with large data sets and ability to extract business insights from analysis
• Comfort with ambiguity and a rapidly evolving business landscape
• Solid stakeholder management skills, both for internal and external stakeholders
• Working knowledge of biometrics or identity software is ideal
• Proven track record of resolving issues and risks in a cross functional and collaborative way.
• Confident, and you easily build relationships when working with your customers and internal partners.
• Naturally curious, eager to learn and proactive in sharing knowledge with others.
• Able to work in a fast-paced environment with a strong sense of urgency in driving projects to completion.

Requirements

• 5 years previous Customer Success in enterprise and / or SaaS environment
• Strong project/program management skills
• Technical acumen to allow effective articulation of Enterprise capabilities & offerings highly preferred
• Excellent communication skills with the ability to distill complex issues
• Comfort with ambiguity and a rapidly evolving business landscape
• Solid stakeholder management skills, both for internal and external stakeholders
• Proven track record of resolving issues and risks in a cross functional and collaborative way.
• Confident, and you easily build relationships when working with your customers and internal partners.
• Naturally curious, eager to learn and proactive in sharing knowledge with others.
• Able to work in a fast-paced environment with a strong sense of urgency in driving projects to completion.

 

8 Aspects of our Culture:

• Values are what we value
• High performance