Sr. Manager, Customer Success

Position Summary

Premise is seeking a dynamic and commercially astute Sr. Manager, Customer Success to lead client relationships in Mexico. The ideal candidate will be a seasoned advocate for client success, adept at cultivating and maintaining strong relationships, and possess deep expertise in the CPG and retail landscape in Mexico, with a particular focus on Traditional Trade. This role demands a proactive, resolute, and business-oriented leader with 10+ years of proven experience within CPG manufacturers and a comprehensive understanding of go-to-market, route-to-market, and route planning strategies. This leader will prioritize team interests to achieve business objectives and top performance.

The Senior Manager will engage with senior leadership (Sales Directors, CMOs, etc.) on a regular basis, positioning the Premise portfolio as the indispensable and preferred tech-tool for Retail Execution Intelligence in Mexico. Experience as a consultant, with top research agencies, and within a CPG manufacturer is essential. This role involves a mix of office and client site work, collaborating closely with sales and field-force teams to drive adoption, provide actionable insights, enhance customer experience, and significantly contribute to revenue growth.

What You Will Do

• Serve as the primary point of contact and strategic advisor for a significant portion of our commercial customer portfolio, with a concentrated focus on the Mexican CPG/FMCG market.
• Develop and maintain executive-level relationships with key stakeholders within client organizations, specifically sales and field-force leadership.
• Spend substantial time (as needed) at client headquarters and regional offices to provide strategic on-site support, develop complex action plans, and deeply integrate Premise solutions into client strategic tools and capabilities.
• Lead coordination with cross-functional teams (Operations, Product, Sales) to ensure strategic data delivery and address executive-level inquiries.
• Employ advanced analytical, troubleshooting, and strategic problem-solving skills to extract high-level insights from data, driving strategic decisions aligned with client business objectives.
• Report on customer health, key strategic performance indicators, and progress against strategic action plans to both client and Premise executive management.
• Develop and deliver compelling, executive-level results presentations, clearly communicating strategic insights and recommendations to senior stakeholders.
• Collaborate with the Global Operations team to maintain high standards and ensure delivery aligns with our value proposition and strategic objectives.
• Proactively identify strategic opportunities for process improvement and solution enhancement based on executive-level client feedback and evolving market dynamics.
• Foster a culture of open communication and provide regular, constructive formal feedback to team members, promoting growth and development.
• Encourage and facilitate teamwork, ensuring collaborative efforts align with overarching goals and drive success.
• Maintain a goal-oriented approach, setting clear objectives and empowering the team to achieve them, while ensuring their interests and well-being are prioritized.

What You Bring Along

• Advanced proficiency in English and Spanish.
• Extensive and demonstrable experience (10+ years) in CPG/FMCG industries in Mexico, with deep knowledge of sales, distribution, trade marketing, go-to-market, route-to-market, and route planning strategies, with a strong focus on the Traditional Trade landscape.
• Experience in B2B sales, marketing, or customer success, with a substantial portion within the CPG/FMCG sector.
• Proven track record of leading relationships and engagements with senior leadership within CPG manufacturers.
• Deep understanding of retail business dynamics, Traditional Trade composition, and field-force operations.
• Extensive project management experience, with the ability to manage complex priorities in a fast-paced environment.
• Advanced spreadsheet skills (Excel, Google Sheets) and expertise in advanced data analysis.
• Proficiency in strategic data analysis and data-driven decision-making, particularly in the context of sales, distribution, and market strategy metrics, focusing on Traditional Trade.
• Ability to quickly learn and leverage new advanced technology tools and platforms.
• Exceptional verbal and written communication skills, with the ability to present complex strategic information clearly and persuasively to senior executives.
• Bachelor's degree in Business Administration, Marketing, or a related field, or equivalent deep industry experience.
• Consulting and/or top research agency experience, along with work experience within a CPG manufacturer, is required.
• Demonstrated ability to lead with empathy, fostering teamwork, open communication, and providing regular, constructive feedback.
• Strong goal-oriented mindset, focused on achieving business objectives while prioritizing team development and well-being.

Preferred Qualifications

• Experience using advanced business intelligence tools (Looker, PowerBI, Periscope, Google Data Studio).
• Familiarity with SQL, BigQuery, or Python for advanced data analysis.
• Experience living in or traveling to various international locations, demonstrating cultural adaptability and strategic understanding of diverse markets.
• Advanced degree in a field requiring critical and analytical thinking, such as Business, Economics, Finance, or Analytics.