.This position will be based out of our office in Mérida, Mexico. We offer a comprehensive compensation package that includes stock options, year-end bonus, extra vacation time, and other benefits that go well beyond the standard.Responsibilities include:Deliver innovative methods to enhance the customer experience, drive out friction from our teams' engagements with customers, and ensure operational efficiencies.Own the operating dashboards of the Customer Experience organization and drive standardization of key metrics and KPIs across each business segment (operations support, professional services, customer success management) to ensure consistency of performance management.Accountable for the operation, management, leadership, and development of the customer-facing team: Support, Professional Services, Customer Success.Serve as a key business partner to Customer Experience leadership and regularly participate in leadership staff meetings to ensure customer experience team's operation is aligned to changing business needs.Generate proactive analysis that leads to the identification of process automation and performance improvement opportunities and play a lead role in driving the cross-functional execution of the resulting initiatives.Manage routine maintenance requests related to existing business reporting needs.Design, implement and manage high quality and accurate operating metrics, systems design including forecasting, planning, and budgeting, skills certification, and career development processes from Quote to Cash.Own and manage CX segment bookings, utilization, revenue, margin forecasts and reporting of actuals.Support CX leadership with fact-based metrics to support planning and budgeting processes.Ready to roll up sleeves and ensure execution roadblocks are removed for timely deliveries.As operations CX SME, conduct training sessions to educate resources on CX functions, reporting and tools available to and required of them.Regularly partner with Finance to ensure consistent and accurate business planning and forecasting.Interlock with the All-In one team refining and executing playbooks as organization, sales operations, products, technologies, and customers evolve and grow.Requirements:5+ years of experience working in operations role for Customer Success, Professional Services.A detailed knowledge of processes and experience executing more complex operations, as well as an ability to recognize new ways of navigating complex processes for future improvement.Expertise in administration of Salesforce, Gainsight, ReferenceEdge, Learning Management System (LMS), and professional services automation tools.Expertise advising Success teams; Experience in B2B SaaS a plus.Strong operational management, project management, consulting, and process improvement skills.Strong communication and presentation skills with ability to work with senior leadership