Enterprise Customer Success Manager

Summary

Join Incode, a leading provider of identity solutions, as an Enterprise Customer Success Manager in LATAM! This role focuses on ensuring the success and satisfaction of enterprise clients. You will manage all stages of customer relationships, from implementation to ongoing support, building strong relationships and providing exceptional service. The ideal candidate possesses strong project management skills, technical acumen, and excellent communication abilities. Experience in enterprise software and a relevant Master's degree are highly preferred. Incode offers a competitive benefits package including flexible working hours, open vacation policy, wellness programs, and international travel opportunities.

Requirements

• At least four years of relevant working experience in leading customer projects (preferably within a consulting environment) with demonstrated analytic and problem-solving skills
• Strong project/program management skills
• 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
• 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

Responsibilities

• Manage all stages of customer relationships: 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 the 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

Preferred Qualifications

• MBA or relevant Master’s degree in business, technology or engineering
• Previous Customer Success in enterprise and/or SaaS environments
• Technical acumen to allow effective articulation of Enterprise capabilities & offerings
• Working knowledge of biometrics or identity software

Benefits

• Meaningful Equity
• Flexible Working Hours & Workplace
• Open Vacation Policy
• Wellness Program
• International Travel Opportunities
• Additional benefit package according to location (401k, medical insurance, etc.)