About the LATAM Onboarding Manager (Activation Team) position:

Once here, you will:

  • Lead a multi-regional team (LATAM) of Zenvia Onboarding | Activation s team - responsible for the Onboarding (Activation) of Zenvia Customers channels and applications.
  • Evangelize service capabilities and offerings to drive new business opportunities;
  • Align efforts and resources to meet Zenvia goals for revenue and margin attainment;
  • Formulate, define and execute delivery strategy for the LATAM Region;
  • Maintain strong technical understanding and proficiency in Zenvia Products and related technologies;
  • Develop and establish relationships with Product Management and Product Development Teams;
  • Hire, train, mentor and develop collaborative teams with customer centric leadership and collaborative mindset;
  • Establish as part of Zenvia CX Leadership an Executive Sponsorship for strategic customers in the region;
  • Lead a team who is driven to Customer Centric flawless implementations;
  • Support the CX Organization with Technical and Business Escalation Support, empowering the team to engage the necessary resources for the required outcomes;
  • Work as a liaison for the Zenvia CX Organization with the internal business partners leadership, ensuring initiatives and programs are communicated, aligned, implemented and measured;
  • Partner with the Intelligence and Strategy teams for the KPIs and Metrics initiatives and internal Projects and Programs;
  • Use quantitative and qualitative analysis to drive operational excellence in customer and/or partner engagement;
  • Build executive presentations (e.g. Quarterly Business Reviews), crafting the messages in collaboration with Success and Sales Leaders;
  • Develop and maintain relationships with our key vendors and partners;
  • Act as a trusted advisor to the business;
  • Ensure that the Professional Services team is fully enabled and leverages all product capabilities on customer deployments;
  • Manage, forecast and monitor resource capacity and utilization, staffing appropriately all customer engagements.

 

You’re a strong candidate if you have:

  • Bachelor’s degree minimum, Master’s degree preferred;
  • 10+ years of experience in Professional Services / Consulting / Onboarding in a customer-facing environment;
  • 5+ years of direct management experience;
  • Built and Scaled Professional Services Teams;
  • Managed technical, cross-functional professional services teams (e.g., consulting, implementation, trainers, project managers) and delivery partners;
  • Experience in delivering complex solutions in a team leading role;
  • Proven track record of leading customer engagements with B2B or B2C enterprise customers resulting in increased adoption, customer satisfaction, and contract value growth;
  • Superior analytical skills;
  • Proactive mindset with problem-solving skills;
  • Ability to articulate and negotiate with executive / C-Level;
  • Understanding of Customer Lifecycle journeys and how to mitigate value perception gaps;
  • Data driven mindset with problem-solve abilities;
  • Organised and process driven;
  • Empathy and a unique ability to understand customer needs;
  • Experience of working in cross-functional teams;
  • Excellent executive communication and interpersonal skills;
  • Strong relationship building abilities;
  • Project management and time management skills;
  • Compelling storytelling, with the ability to leverage data to drive action;
  • Emotional Intelligence – understand and empathize with the technical, business, and personal implications of a crisis;
  • Understanding of cross-functional relationships and processes critical to driving issue resolution;
  • Willingness to travel up to 40% - when safe and permitted;
  • Fluency in English and Spanish.

Be yourself and have fun! At Zenvia, our differences are valued and respected; Everyone is respected, regardless of race, religion, gender and gender identity, sexual orientation, nationality, disability or age. We operate with autonomy and a sense of ownership. Freedom with responsibility :)

What makes us a Great Place to Work?

  • Flexibility in working hours;
  • A relaxed, informal work environment, with colleagues willing to share knowledge;
  • A challenging environment, in constant change, that drives us to go further;
  • We open the way for you, as the protagonist of your career, to grow and develop with us;
  • Gympass;
  • Monthly networking meetings to exchange knowledge;
  • Discounts at several educational institutions;
  • Flat structure: we enjoy giving and receiving feedback, understanding that this is the best way to grow personally and professionally.

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