Customer Service & Support Jobs in Ciudad de México, Mexico (Now Hiring) — 1,028 open — Page 26

Why We Have This Role

How You’ll Find Success

• Demonstrated ability to build and lead teams to concrete and measurable results.
• Excellent analytical/technical problem-solving skills with a history of driving impact within an organization.
• Being a great leader who empathizes with your team members and customers.
• Along with helping your customers, you will help your direct reports be successful and grow in their roles.
• Detail-orientation with an ability to juggle multiple priorities, thrive in a fast-paced environment of continuous innovation and change, and meet bold goals.
• You use your expertise to consult on best practices, and refuse to give up until our clients succeed.
• Successfully identify, recruit, and hire exceptional candidates who align with our company values and contribute to our organizational goals.

How You’ll Grow

• As a member of the Customer Success leadership team, you will play a crucial role in guiding and maturing our Customer Success function specifically within LATAM.
• You will help to build, define, and architect the experience management category, championing it as one of the fastest-growing segments in the experience economy.
• Your demonstrated success in leadership will strengthen team collaboration, empowering you to make impactful decisions that contribute to the overall success and growth of the organization.
• By working cross functionally to scale our global service offerings and mature our industry-leading platform you will enhance your problem-solving skills and strategic thinking, empowering you to align teams toward common goals, ultimately resulting in improved customer experiences and more effective go-to-market strategies.
• You will build a strong ability to communicate team impact and results to key stakeholders across Qualtrics while gaining a comprehensive knowledge of the entire suite of Qualtrics solutions and their application to different use cases.
• Grow ability to comprehend and lead the team in addressing complex technical requirements, enhancing customer adoption and usage of products or services.

Things You’ll Do

• Grow and lead a team of Technical Success Managers to deliver high-touch technical support and technology configuration services. This team drives program adoption and usage, as well as technical thought partnership and strategy.
• Help to hire, onboard, train, and retain top talent.
• Provide coaching and mentorship to guide career development for Technical Success Managers.
• Manage team capacity, forecasting, financial performance, and resource allocation.
• Drive XM in the business segment, focusing on renewing and growing our current customer base and assuming revenue responsibility for one of our fast-growing segments. Define and execute your team’s strategy for maturing and expanding the portfolio of customer accounts.
• Build and manage relationships with senior executives at our customer organizations to drive program governance, build customer advocacy, and generate program success stories through both virtual and in-person meetings.
• Travel as needed to be onsite with customers and your team
• You will work with cross-functional counterparts in Sales, Product Management, Engineering, and Professional Services to evolve and scale our global service offerings and mature our industry-leading platform. Together, you will drive initiatives to improve the customer experience.
• Communicate team impact and results to key partners and act as an advocate for the team within Qualtrics and to external customers.
• Maintain expert knowledge of the Qualtrics XM Platform and other products and drive improvements to product quality/customer experience.

What We’re Looking For On Your Resume

• Experience:
  • 8+ years of professional experience in a combination of strategy, consulting, operations, product management, or an equivalent field.
  • 3-5 years of people leadership and direct client management experience, including experience working with clients in the LATAM space.
  • Proven track record of successfully building scalable business operations and delivering key business results.
• Leadership:
  • Prior leadership experience, including building and leading teams and managing successful teams.
  • Passion for coaching and mentoring high-performing team members, aimed at developing and accelerating their skills and career trajectories.
  • Client relationship management experience, including direct interaction with C-level/Senior Director+ level stakeholders.
• Skills:
  • Strong prioritization skills with the ability to drive multiple concurrent projects from beginning to end.
  • Ability to utilize data and metrics to communicate strategy to internal stakeholders and external clients.
  • Entrepreneurial spirit with a high tolerance for ambiguity and complexity.
  • Ability to be efficient with limited resources and effectively communicate and present to Senior Management.
  • Ability to have scale impact across the business and think holistically about industry dynamics and partnerships.
• Education:
  • Bachelor’s or advanced degree with a concentration in science, technology,  business, or a related field.

What You Should Know About This Team

Our Team’s Favorite Perks and Benefits

• Work life integration is deeply important to us - we have frequent office events, team outings, and happy hours
• Qualtrics Experience Program - $1,800 for an experience of your choosing (eligible after a year)
• 30 paid days off - 15 PTO + 5 Personal Days + 10 Holiday Closures (additional after a year)