Customer Success Manager

Position SummaryBroadvoice is seeking a Customer Success Manager – Mexico to serve as the primary strategic and operational point of contact for our clients in the region.

This role is responsible for ensuring clients maximize the value of the GoContact platform by driving adoption, monitoring performance metrics, and ensuring compliance with KPIs.

The Business Operations Consultant will provide training, consultancy, and follow-up sessions, while also supporting feature integrations, upgrades, and migrations.The ideal candidate brings hands-on contact center operations experience and a deep understanding of platforms such as GoContact or similar technologies.

This role requires strong analytical, communication, and consultative skills to interpret productivity metrics, identify risks, and develop action plans.

Additionally, the Business Operations Consultant will collaborate with internal teams to ensure seamless delivery and partner with sales to identify upsell and cross-sell opportunities.This position offers the opportunity to work on international projects, leverage cloud technologies, and contribute to Broadvoice's mission of delivering exceptional customer experiences across LATAM and beyond.Key ResponsibilitiesAct as the strategic and operational point of contact for a portfolio of clients in Mexico.Proactively monitor client projects and operations, ensuring effective use of the GoContact platform.Track performance metrics and ensure compliance with established KPIs.Deliver follow-up sessions, training, and consultancy to maximize adoption and value of the solution.Support the integration of new features, upgrades, or migrations (including AWS).

Identify churn risks and develop action plans for mitigation.Collaborate with internal teams (technical support, product, sales) to ensure efficiency and quality in client delivery.Contribute to identifying upselling and cross-selling opportunities in coordination with the sales team.QualificationsPrevious experience as a Contact Center Supervisor or Coordinator, with strong knowledge of operations and metrics.Proven experience with GoContact or similar Contact Center platforms (Genesys, Avaya, Five9, Talkdesk, etc.).

Analytical skills to interpret productivity metrics, SLAs, and client KPIs.Excellent communication and interpersonal skills.Strong results orientation, customer focus, and consultative mindset.Ability to manage multiple projects and priorities simultaneously.Fluency in Spanish (native) and good command of English.Why Broadvoice