Customer Success Director Latam

Customer Success Director Latam - Detalhes da Vaga. ● This role will serve as the main interface between our clients and internal stakeholders, ensuring alignment, high-quality execution, and sustainable growth across the customer portfolio. ● The ideal candidate is a seasoned leader, commercially minded, with excellent relationship and problem-solving skills in the renewable spaceResponsibilities - Lead the customer journey post contract execution under the Array service model, ensuring target achievement and service excellence across all projects through warranty. ● - Act as the main escalation point, liaising with executive leadership to resolve complex issues. ● - Ensure project quality and drive continuous service improvement initiatives. ● - Foster collaboration and long-term relationships between Array and its customers. ● - Contribute to the service strategy development and capability building to meet market demands. ● - Monitor SLAs, processes, policies, and customer satisfaction via performance data. ● - Align with and support overall Array business goals. ● - Support the commercial and economic performance of the Brazilian customer portfolio. ● - Lead, develop, and motivate project delivery and commissioning teams. ● - Budget, plan, and coordinate delivery execution and client engagement. ● - Track contract margins, milestones, team productivity, and NPS performancePerformance Indicators - Service delivery metrics (project cycle time, case management, OTD,) - Talent management and retention within the PMO and Commissioning teams. ● - Strong business acumen and ability to align with Array’s core principles and strategic direction. ● - Influence across internal and external stakeholders. ● - Proven ability to manage complex customer environments and maintain high satisfaction. ● - Strategic partnership with the leadership team to address customer-related challenges. ● - Excellent communication with diverse stakeholders. ● - Objectivity and focus on results over stakeholder preferences in complex problem-solving situationsKey Tasks - Apply value propositions tailored to each customer segment. ● - Personally manage the most strategic customers of Array post contract execution. ● - Ensure efficient communication flow between clients and internal teams. ● - Set and track delivery KPIs with internal managers. ● - Implement and oversee internal service procedures. ● - Review performance reports and define course corrections when needed. ● - Actively engage in client meetings and service operations (PMO & Commissioning). ● - Define and monitor incentive programs for the customer experience team. ● - Report business performance to executive leadership. ●Required Education & Experience - Degree in Business Administration, Engineering, or related fields. ● - MBA or postgraduate degree (preferred). ● - Proven experience in Customer Success, Service Delivery, and Commercial Excellence. ● - Strong background in managing strategic accounts and complex client environments. ● - Fluency in English is mandatory. ●Key Competencies & Skills - Strong leadership with the ability to inspire and drive change - Excellent negotiation and stakeholder management skills - Agility, persistence, and strategic thinking - High energy and self-motivation - Commercial mindset and business development orientation - Clear organizational and planning capabilities - People-oriented, with a focus on developing and retaining talent - Analytical and solutions-oriented approach - Project and demand management expertis. Requisitos para participar do processo. ● . O que oferecemos.