Director, Service Delivery - LATAM
- Mexico City, CDMX, Mexico
Pitcher is a rapidly growing software company headquartered in Zurich, Switzerland that is continuing its expansion globally in the regions of EMEA, North America, Latin America and Asia. The revolutionary Sales Enablement platform that Pitcher introduced in 2011 enables field sales representatives to execute their jobs more efficiently and thereby drive more sales. It is the super app for corporate sales people. Across its focus verticals of Life Sciences, Consumer Goods, Manufacturing and Financial Services Pitcher empowers sales teams in over 136 countries to deliver best-in-class customer interactions whilst at the same time making the users' engagement with systems like CRM and ERP an enjoyable experience.
This is a unique opportunity to become part of an exciting journey with the possibility to impact the growth and development of a globally growing innovation company.
An opportunity has arisen for an experienced Service Delivery Director to join our rapidly expanding organisation and work alongside the WW VP of Services to support the day to day running of our delivery teams in the region.
The successful candidate will ideally be an experienced leader within the Life Science, Consumer Goods, Manufacturing and the financial verticals with proven experience of providing strong leadership and delivering operational performance and service improvement initiatives. We are looking for an enthusiastic individual who will relish the challenges ahead and be responsible for ensuring our services meet and exceed all the CQC (care, quality & commission) lines of enquiry, and that our customer service is of the highest quality.
The Service Delivery Director role is fast-paced and challenging and will require high attention to detail as well as the ability to work under pressure. You will be able to establish credibility with a wide range of individuals, must possess leadership and negotiation skills together with the vision and drive to ensure your success. In return, we can guarantee you an innovative working environment, an enthusiastic team, and a strong support structure.
This is an exciting time to join the team. This role is pivotal for the organisation in order to ensure quality and stability whilst we continue to grow in these challenging times.
We expect you to:
Work closely with your peers to evolve, build-out and improve the successful methodology which is already in place.
Set the overall vision and strategic plan for the in region Service Delivery Team.
Build a team of A-players to ensure excellent customer experience, with structure and growth.
Hire, train, and coach your team, such that they consistently set a high standard for the experience they give our customers.
Nurture a positive, growth, and results-oriented culture. Own your team's metrics and drive the plan to attain and exceed them
Provide a vision and subsequent strategic and tactical business plan to take the current implementation capability to the level of a highly effective Service Delivery Organisation driving consistent levels of customer satisfaction.
Be accountable for the quality of customer engagements, systems and procedures – ensuring customer satisfaction with our engagement approach and relationship health.
Take a lead role in defining, creating and modifying service standards and practices of the business.
Have full responsibility for the delivery of the end to end service and solutions to our customers.
Be responsible for throughput flow and operational tasks of the Service Delivery team members; supervise and mentor them to ensure personal development and consistent performance. Address non-performance quickly and respectfully, and recognise reliable performance against known expectations with equal passion.
Maintain insight of all customer and partner engagements – providing coaching, mentorship and direction where necessary to ensure the best quality customer experience.
Provide insights to the Sales/Account Management teams.
Ensure that customer satisfaction is measured and consistently improved based on feedback.
Identify and notify the internal teams of any risks or weaknesses that could impact the success of the project (advising Executive Management as appropriate).
Ensure consistent quality and work standards by designing and implementing audit processes for flawless service delivery managed through a KPI dashboard/way or working.
Proactively identify and implement process improvements that ensure operational efficiency.
Be directly responsible for driving performance goals, operational objectives, resource forecasting and availability, utilisation targets, and all aspects associated with the management of the team.
Credibility and personal impact – being driven, dynamic, tenacious and possessing the will to win and deliver results.
Main escalation point in region as well as owning the delivery for all Pitcher lead projects.
Support the development of and management of resources to deliver specific performance targets for customers & partners.
Contribute to the organisation's strategic and business plans annually and monitor these throughout the year.
Ensure Customer Success and quality is at the heart of service delivery and planning.
Be a role model providing support to the delivery team, as well as excellent customer service and world-class care to our customers.
Two years of experience at Director or Snr. Level is a must for this position.
Proven experience of working and running teams within a SaaS environment.
- Fluent in English and Spanish mandatory, Portuguese or any additional language is a plus
Please update your English CV in PDF format.