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Director of Client Experience - LATAM Job in Brazil
Degreed , Brazil

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Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Requires Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Feb 27, 2021
Last Date
May 27, 2021
Location(s)

Job Description

The Director of Client Experience Latin America (LATAM) is a key member of Degreed’s Client Experience leadership team, reporting to the VP of Client Experience, Americas. In this role, you will lead two functions for the LATAM region: Client Engagement, responsible for effective onboarding, launches, and early adoption of Degreed clients, and Client Success, responsible for driving long-term adoption, outcomes, and value of Degreed within client organizations.
You will drive success in this role by hiring, developing, and managing a high-performing team and by regularly engaging with clients to understand and advocate for their needs while representing Degreed decisions and practices. You will also regularly collaborate with the VP of Sales for the LATAM region, Product and Engineering leaders, and other leaders from other CX regions plus our global Technical Services and Technical Support teams.
Your success will be measured by net and gross retention rates, customer satisfaction scores, Time to Launch, product adoption, advocacy metrics (references, referrals, etc.), and operational efficiency.RESPONSIBILITIES
  • Be actively engaged with clients at events, meetings, key milestones and act as an effective escalation point for client issues and challenges
  • Lead a team of 6 (and growing) Client Engagement Partners and Client Success Managers
  • Assign best-fit resources to client accounts and manage ongoing team bandwidth
  • Develop, measure, and manage the team through performance dashboards, ongoing coaching, and development plans
  • Review and analyze client, team, and product usage data to inform decisions, practices, process improvements, and overall team operations
  • Partner with Sales leadership to ensure accurate messaging and full alignment with client expectations around service delivery
  • Collaborate with Client Experience leadership to shape the future of the Degreed client journey and experience
REQUIREMENTS
  • Fluent in Portuguese, Spanish, and English
  • Prior experience managing a team, preferably in Client Success, Client Onboarding, or Professional Services
  • 5-7 years managing large, complex projects in enterprise SaaS
  • Ability to grasp new concepts and technology quickly
  • Strong communication skills; ability to interact with clients and ability to communicate technical concepts to a non-technical audience
  • Ability to prioritize competing tasks in a fast-paced environment
  • Excellent consulting, listening and communication skills, evidenced by the ability to establish working relationships at all levels of the customer project team
  • Excellent analytical, problem solving and decision making skills, applied with a solution-focused attitude
  • Strong self-directed work habits, exhibiting initiative, drive, creativity, self-assurance, and professionalism
  • Excellent facilitation skills for meetings and group activities, both virtual and live, demonstrating the ability to guide groups, and listen and question effectively
  • Excellent teamwork skills and the ability to act as a strategic partner to the client and Sales, Product, and CX teams
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
See Degreed Jobs for more details on Degreed and why you should come work with us!

Job Specification

Degreed

E-Learning - Pleasanton, United States