Director – Client Success

Client Services |
Mexico City, Mexico

Job ID #: 2019-03-168

Globalization Partners’ Global Expansion Platform™ enables you to hire in more than 170 countries within days, and without the need to set up costly international subsidiaries. You identify great talent anywhere in the world, and we put them on our fully compliant global payroll—lifting the burden of global corporate tax, legal, and HR matters from your shoulders to ours. Our systems are accessible at the touch of a finger via our software platform and app.

We make it easy for anyone to do business anywhere, and hold ourselves to high standards of doing business by maintaining our triple bottom line philosophy that emphasizes happy clients, happy employees and happy shareholders. We are always eager to find competitive, motivated, hardworking people to join our team. We work hard and we play hard—if you do too, then come join us!

About the position:

This position reports to the company’s Senior Vice President of Global Operations, and will be based out of our Mexico City office. This is a key role in our organization and an incredible opportunity to get in on the ground floor of an extremely fast-growing company with a mission to change the face of global business.  We are a fast growth company so you should be the kind of person who likes a fast-pace, dynamic environment where you may wear more than one hat and get to put your “out of the box” thinking to use and be highly appreciated for it.  There is a continual opportunity to have impact on the organization’s services.

Location: Mexico City, Mexico

To apply for this role, we invite you to complete an initial video interview. Please follow this link to move forward with the interview process: https://v3.rivs.com/12-01-11/

Responsibilities/Duties

  • Responsible for the management of our Client Success Account Management team members based in Mexico City
  • Hire, train and manage a successful team to reach department-specific, and company-wide goals
  • Assess and implement training procedures for a highly successful team
  • Help clients to navigate global expansion and be an escalation point as needed
  • Handle ongoing matters with new and existing clients and work swiftly to resolve queries
  • Learn to advise on benefits, international payroll queries and other client matters that invariable arise for clients during our engagement
  • Work with the clients and operations teams to identify and manage service improvement activities
  • Ability to take on and lead multiple projects
  • Manage client services calls on an as-needed basis
  • Manage smooth implementation of existing operation practices as well as determining new streamlined processes internally and with clients
  • Act in the capacity of an advisor to the internal team but also to new and existing clients
  • Successful service delivery – SLA achievement and high level of customer satisfaction
  • Remove all obstacles to customer satisfaction
  • Communicate across organizational departments
  • Follow up if service delivery is not at minimum meeting and, at best, exceeding client expectations

Required:

We are creating this company together as a team, so it is incredibly important that we have the best and brightest people working together toward our common goals. In order to work successfully within our company and culture, we look for the following attributes:

  • BS/BA Degree or higher in International Business, HR, Law, Finance, or other depending on experience
  • 8+ years’ experience managing a team
  • 3+ years working as an Account Manager with Client Services/Client Success experience

Qualifications:

  • Experience training and implementing processes for the successful growth of your team
  • Experience working for a U.S. based company as well as experience with a Global company is a must
  • Excellent written and spoken English
  • Superb verbal, written, and interpersonal communication skills are required
  • Excellent interpersonal skills, with the ability and experience to quickly build rapport and establish trust and understanding amongst your team, as well as with clients, professionals, and global partners
  • The ability to understand what is communicated and an urgency to resolve quickly, appropriately, and professionally
  • Experience working in an international space, or a passion for doing business globally
  • Entrepreneurial Spirit and comfort with change and fast-paced environment
  • Extremely professional and a great attitude
  • Excellent project management skills
  • Experience liaising with and coordinating multiple team members to drive toward common goals
  • Champion and maintain the Company culture with team members and colleagues
  • Ability to pay meticulous attention to detail, yet also see “the big picture”
  • Experience working with a fast-growing, entrepreneurial company
  • Experience with Microsoft Excel, Word, Outlook and SharePoint
  • Be willing to be flexible yet highly reliable
  • Ability to work independently
  • Highly organized and capable of multi-tasking
  • Committed to providing great work results
  • Accountability for your work, actions, and that of your team
  • Amazing professional work references
  • Only candidates residing in Mexico City should apply