Director of Customer Success - LATAM

We are a leading digital identity company that believes in a future where customers can perform any transaction without friction. We enable banks, fintech, retailers, marketplaces, healthcare systems, government agencies, and many others to provide more secure and delightful experiences to their customers.

Through our flagship suite, Incode Omni, we offer an end-to-end omnichannel identity platform that helps businesses address all of their identity needs, from digital onboarding and know-your-customer (KYC) to omnichannel authentication and more.

We’re in the process of rapidly scaling our global but close-knit team and we’re looking for leaders who are curious, driven and excited by ownership!

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:
  • Proactively manage the delivery of SaaS solutions with client and internal stakeholders.
  • Able to develop processes to scope out Enterprise Customer requirements correctly.
  • Guide customers through successful POCs and implementations.
  • Provide support to our customers in POCs, during integration and in production.
  • Build a methodology that delivers continuous results and measures success.
  • Work cross functionally to bring all necessary resources to the table to deliver success.
  • Provide customer support and solve issues in integration and production leveraging knowledge of product and interactions with Customer success, Engineering and QA teams.

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 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.
• Experience working in an organization that develops mobile apps and services for enterprise customers.
• 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.

Benefits & Perks

• Meaningful equity
• Competitive salary
• Travel – yearly sprints
• Benefit allowance for health insurance, life insurance or pension contribution
• Open vacation policy
• Flexible working hours
• Working as part of a global business with a diverse team
• Opportunity to grow from the ground up with a well funded early-stage start-up 
• Working closely with passionate and supportive team members

  Our Culture Values matter! We share a set of core values and want to hear from you if you believe in:

• Customer centric and impactful products
• Working as part of a bright, passionate, and diverse team
• Simplicity
• Quality
• Bias for action
• Integrity
• Empathy
• Courage

  Please note - our commitment to keeping our workforce safe and healthy is of utmost importance. We are working remotely for the time being and have switched to an entirely virtual recruitment process. All of our new recruits will be onboarded safely and are provided with all the tools to work effectively from home!   Incode are an equal opp