Enterprise Customer Success Manager - LATAM

POWER A WORLD OF TRUSTIncode 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 ManagerDirect Report: Senior Director of Customer SuccessArea: Customer SuccessLocation: Colombia or MexicoThe OpportunityWe are currently seeking a reliable and proactive Enterprise Customer Success Manager. The ideal candidate will have a good, relevant background for customer success management, preferably in the enterprise software industry, located in Mexico or Colombia.As an ECSM, you will be responsible for owning the success and satisfaction of our enterprise customers. This involves building and maintaining relationships with key stakeholders, understanding their business objectives, and ensuring our solutions align with their needs. You will be crucial in driving customer adoption, retention, and expansion.Responsibilities Manage all stages of customer relationships:Implementation (it’s all about project management)Building amazing client relationships by providing exceptional serviceInsight presentations (data analysis and interpretation) for clients and their executive teamsContinuously improve delivery methodology programsManage any key issues and risksProvide 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 clientsEngage Solution Engineers and Technical Business Analysts to provide solutions and guide customers through POCs; implementations and successfully transition into the production phaseMake 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 stakeholdersAble to develop processes to scope out Enterprise Customer requirements correctlyGuide customers through successful POCs and implementationsProvide support to our customers in POCs, during integration and in productionBuild a methodology that delivers continuous results and measures successWork cross functionally to bring all necessary resources to the table to deliver successProvide customer support and solve issues in integration and production leveraging knowledge of product and interactions with Customer success, Engineering and QA teams.RequirementsAt least four years of relevant working experience in leading customer projects (preferably within a consulting environment) with demonstrated analytic and problem-solving skillsMBA or relevant Master’s degree in business, technology or engineering is highly preferred Previous Customer Success in enterprise and/or SaaS environments is a plus.Strong project/program management skillsTechnical acumen to allow effective articulation of Enterprise capabilities & offerings is highly preferredExcellent communication skills with the ability to distill complex issuesComfort with large data sets and ability to extract business insights from analysisComfort with ambiguity and a rapidly evolving business landscapeSolid stakeholder management skills, both for internal and external stakeholdersExperience working in an organization that develops mobile apps and services for enterprise customers.Working knowledge of biometrics or identity software is idealProven 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.Aspects Of Our CultureHigh performanceFreedom & responsibilityContext, not controlHighly aligned, loosely coupledContinuous FeedbackPromotions & DevelopmentLearn more about Life at Incode!Benefits & PerksFlexible Working Hours & WorkplaceOpen Vacation PolicyEqual OpportunitiesIncode is an equal opportunity employer, committed to creating a diverse and inclusive work environment. We take great pride in having an inclusive, diverse, and global team, and we are always looking for talented and passionate individuals from all backgrounds and walks of life. As part of our commitment to inclusion, we ensure that reasonable accommodations are available throughout the hiring process. If you require any accommodation due to a disability or specific need, please let our Talent Acquisition team know—we’ll do our best to support you.Applicant Data PrivacyWe will only use your personal information concerning Incode’s application, recruitment, and hiring processes.