Position Summary: The Regional Head of Customer Experience and Growth - Latin America will be responsible for leading our entry into the Latin American market, contributing to our go-to-market strategy, and leveraging their regional expertise to drive growth. This individual will build and lead a high-performing team dedicated to managing and growing our newly acquired customers, ensuring an exceptional customer experience and fostering long-term relationships.
Key Responsibilities: Go-to-Market Strategy: Collaborate with the executive team to develop and execute a comprehensive go-to-market strategy for Latin America.Provide regional insights and expertise to tailor the strategy to local market dynamics.Identify and prioritize target markets and customer segments.Team Leadership: Build and lead a regional customer experience and growth team.Recruit, mentor, and develop top talent, fostering a culture of excellence and continuous improvement.Provide dotted line leadership for all employees in Latin America, serving as the regional lead in this first phase.Set clear performance goals and provide regular feedback and coaching.Management of Customer Success and Onboarding: Oversee the management of onboarding programs for enterprise-level customers, ensuring a seamless and successful onboarding experience.Develop strategies to understand and meet customer motivators, strategic goals, and business outcomes.Ensure the creation and execution of comprehensive success plans for customers.Influence product adoption and engagement through strategic guidance and support.Customer Engagement and Relationship Building: Oversee the development and implementation of customer success strategies to ensure customer satisfaction, retention, and growth.Establish and maintain strong relationships with key customers, acting as a trusted advisor and advocate.Monitor customer health and proactively address any issues or concerns.Workshops and Executive Business Reviews: Facilitate and oversee workshops on best practices for product utilization and employee engagement.Conduct and supervise Executive Business Reviews to evaluate and enhance customer success and engagement.Voice of the Customer and Continuous Improvement: Build and share thought leadership content on employee communication and engagement.Represent the Voice of the Customer by engaging with Product and Engineering teams for continuous improvements.Translate customer feedback into product direction and strategy, ensuring alignment with customer needs.Regional Expertise: Stay abreast of regional market trends, competitor activities, and regulatory changes.Adapt global best practices to fit the unique needs of the Latin American market.Represent the company at regional industry events and conferences.Collaboration and Communication: Work closely with sales, marketing, product, and support teams to align efforts and drive customer success.Communicate effectively with internal and external stakeholders to ensure alignment and transparency.Provide regular updates to the executive team on regional performance and customer insights.Qualifications: 15+ years of experience in customer success, customer experience, or a related field, with a proven track record of leadership in the Latin American market.Strong understanding of the Latin American business landscape, cultural nuances, and regulatory environment.Excellent leadership and team-building skills with a passion for developing and empowering others.Exceptional communication and interpersonal skills, with fluency in English, Spanish and/or Portuguese.Data-driven mindset with the ability to analyze metrics and drive actionable insights.Strong strategic thinking and problem-solving abilities.Willingness to travel within the region as needed.
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