Program Manager - Mexico/latam

MEXICO/LATAM- Remote (Work from Home)

PROGRAM MANAGER - ChannelAssist Inc.

Customer Experience, Professional Services

Job Purpose

The purpose of the Program Manager is to manage the overall delivery of various projects within an overall client program, this is an ideal position for someone who is passionate about client service, client relationship and development. Someone who enjoys leading various projects, engaging with various teams to be resourceful, innovative, and proactive for understanding and focusing on performance, driving results through positive and valued experiences for our clients.

Customer Experience is responsible for Client relationship(s) through delivery excellence, knowledge of our client's business and their business requirements and their objectives or desired outcomes. Our goal is ensuring our clients reach their desired outcomes through their engagement with our company and our people's expertise.

Primary Responsibilities:

• Manage relationships: you will work with an Account Director to actively support client relationships to increase adoption, ensure retention and increase satisfaction of operational and marketing programs.
• Advise: you will establish a trusted advisory relationship with your clients and strategically position our software solution and marketing services while driving adaptation and delivery excellence.
• Build: you will build relationships with customers at all levels from end users and individual contributors to business leaders. Leading customer relationship management, informing and directing various levels of management within our organization to drive strategic relationships and value at all levels within the client accounts. Documentation of account relationship management within the CRM tool.
• Infuse enthusiasm: you will ignite a sense of excitement with the client, encouraging adaptation and expansion where possible. Engaging your internal project teams to share account and client knowledge, understanding and experience building and supporting a client centric orientation and culture.
• Facilitate and Train: you will organize, lead, facilitate and document client meetings and online training sessions to drive user adaptation and knowledge of key programs, user acceptance reviews new features and demos. Proactively informing and communicating key program milestones, activities, and new offerings to key project team members. Front line customer service representation briefings, processes development and overviews, keeping team advised of program changes, enhancements and challenges which required updated program information and operational procedure.
• Communicate: you will consistently engage with clients throughout the contract lifecycle, you will be responsible to manage the account on a regional basis, escalate important issues where needed and cascade and inform internal stakeholders and project teams of key business and account information.
• Team Leadership: your role may also be involved in leading an in-region project team Coordinators.  This is a direct report relationship, your leadership would provide coaching, mentoring and performance feedback on the project and contributions. Teamwork and collaboration of program / project teams both in region and with HQ is crucial.
• Plan: the project consists of implementation and operational elements, as the project scales , program readiness, onboarding and operational management of all countries is under this role’s purvie
• Proactively identify customer needs and propose thorough solutions. Consulting and prescribing solutions to meet and exceed their business objectives.
• Work with Account Directors and Customers to identify critical goals and key performance indicators. Reviewing these goals along their program journey for performance monitoring and management.
• Maintain company targeted CSS (Customer Satisfaction Scores) for all assigned clients and accounts. Cascade CSS results to project teams, highlighting recognition of project team contributions and individuals, make linages to individuals and team contributions to the success of business and satisfaction of client(s), share lessons learned and opportunities for improvement.
• Develop and Execute project plans which could include documentation of business requirements, budgets, timelines, action registries. Develop and direct the documentation and creation of agendas, contact reports, work instructions, process flows and overviews.

Qualifications and characteristics of an ideal candidate:

• 5-7 years customer centric, customer facing, program and project experience

• B2B Channel experience, incentives and SaaS technology business experiences are all desired business experiences to bring to the role.

• Excellent communication skills, managing information and customer relations both externally and internally to our organization. Experience working across cross functional teams.

• Demonstrated ability to lead collaborative engagement  within teams.

• Excellent written and verbal communication skills.

• English and Spanish language skills are a requirement. Portuguese language abilities are a definite asset (in addition to English/Spanish).

• Strong problem-solving skills and ability to be resourceful when assisting teams and clients.

• Ability to work in a fast-paced environment on a variety of projects, with multiple deadlines and requirements. Ability to organize, prioritize, track and manage assignments while maintaining quality work and attention to detail(s).

• Curious nature, demonstrates ability to seek clarity, asking questions and seeking to understand more.

• Demonstrated personal accountability for assigned responsibilities with proactive communication practices and documentation management to support quality and timely project completion.

• Proficient knowledge of Microsoft Office suite of products required (Excel, Word, PPT, TEAMS and Outlook) and other collaboration tools.

• Experience and transferable skills an asset, post-secondary education and/or equivalent related or transferable relatable experiences.

**This is a fully Remote role which must be available to support our LATAM region clients’ timezone/programs.