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Category:  Customer Success – Professional Services
Location:  Mexico - Remote
Mexico - Mexico City
The RVP, CSG - CaSSA is responsible for providing strategic leadership, ensuring overall customer satisfaction, managing a team of services professionals and ensuring overall quality across a portfolio of professional services clients.

The RVP is able to serve as an innovative leader to our customers and a partner to account teams. He/She will use their expertise of technology and service delivery in the cloud space to help clients address their business needs while stretching the limits of technology to generate measurable results. This will require a strong combination of technical knowledge, client management experience, business acumen and interpersonal skills.

The RVP is a leader, mentor and strong communicator responsible for quality and maintaining consistency in our methods, tools, deliverables, and overall results. It is critical that the RVP is a team player acting in the best interests of the company to be a world class technology company and top place to work.

  • Proactively seek/create opportunities to participate in client interactions to ensure highest levels of customer satisfaction are achieved
  • Responsible for overall client stratification, account growth, and leadership of cross-functional teams to develop approaches and targets that meet the business goals of our clients
  • Responsible for developing overall engagement strategy and working with discipline leads and project teams to execute on plans, involving people at optimal levels to meet the business goals of our clients
  • Expand contacts with key client executives and maintain strong post-engagement relationships introducing new opportunities accordingly
  • Executes sales strategy in conjunction with MM/SFDC management team and/or Account Manager (AM) assigned to manage the client relationship. Specific responsibilities to be outlined by management as part of overall account plan
  • Build close relationships with enterprise sales leadership
  • Manage account profitability by developing and negotiating statements of work, ensuring work is delivered on budget, and invoicing clients according to the proper terms
  • Consistently manage client expectations, ensure delivery of the highest quality service, and solicit and act on client feedback
  • Partner with Model Metrics executives to provide career path planning and coaching to ensure senior resources job satisfaction and professional growth
  • Partner with Model Metrics Project Management Organization (PMO) to facilitate placement/rotation of consultants and project staff
  • Facilitate building of team skills to meet criteria of current and future client delivery needs
  • Complete annual performance reviews and informal/formal performance review processes and relevant feedback as needed
  • Resolve team conflicts as required
  • Empower senior team members to successfully lead clients through complex social cloud deployments through mentorship, guidance and director level support

Required Skills/Experience:
  • 12+ years consulting experience, preferably on projects with top tier consulting firms
  • 2+ years of experience deploying cloud-based technologies
  • Must be fluent in Spanish (Portuguese is a plus)
  • Proven ability to manage long term, multi-million dollar engagements with multiple project tracks and teams
  • Ability to interact with clients of all levels and industry backgrounds, from the C-Level to IT individual contributor
  • Firm understanding of project management processes and methodologies (i.e. waterfall, agile, hybrid)
  • Proven ability to manage and set client expectations
  • Ability to manage client escalations and negotiate resolution
  • Understands cloud-based technologies: demonstrates competency (or capacity to be successful) in the ability to translate customer/business requirements into business solutions and successfully position with customers
  • Proven track record of satisfied large scale clients
  • Strong presentation, verbal and written skills as well as proven ability to develop well-written documents and presentations
  • Effectively build, develop, and manage team of senior resources
  • Proven leadership skills
  • Proven experience successfully managing a multi-million dollar (+$10M) book of business

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