Soma Capital Portfolio Jobs

Global Customer Happiness Strategy Lead

Clara Lending

Clara Lending

Customer Service
Colombia
Posted on Thursday, September 7, 2023
Clara is the leading spend management platform for companies in Latin America. Our end-to-end solution includes our locally-issued corporate cards, Bill Pay, financing solutions, and our highly-rated software platform used by thousands of the most successful companies across the region. Clara is backed by top global and regional investors such as Coatue, GGV, General Catalyst, DST Global, monashees, Kaszek, Canary, A*, BoxGroup, SV Angel, GFC, Picus Capital, Avid Ventures, ICONIQ Growth, Goldman Sachs, and prominent angel investors.
We’re creating the future of how company finances are run and helping our customers be more successful. We aspire to empower companies to operate with agility and financial clarity, ultimately increasing the economic competitiveness of Latin America. We’re looking for the best talent in the region (and beyond) to join us on this journey.

We are seeking a dynamic and strategic-minded Customer Happiness Global Strategy Lead to join our Global Growth team. The Customer Happiness Global Strategy Lead will play a pivotal role in shaping the way we address our customer’s needs across Brazil, Mexico, and Colombia. This position will focus on defining and executing on an agenda of strategic projects to maximize customer satisfaction. To ensure this strategic focus is accurate and has the highest impact, this role will also maintain and improve our understanding in customer health metrics, and standardize best practices and processes across our customer happiness teams.

This position is aimed at individuals with expertise in customer happiness excellence, with a strategic or consultative role in the area. It reports directly to the Director of Operations and Revenue.

Responsibilities:

  • Strategic Leadership:
    • Develop and execute a holistic global strategy for enhancing customer happiness across Brazil, Mexico, and Colombia
    • Identify key opportunities within the Customer Happiness function and convert them into well-defined strategic projects that drive significant impact
    • Collaborate with cross-functional teams to ensure alignment with the overall company goals and objectives
  • Global Process Alignment:
    • Lead efforts to standardize and optimize customer happiness processes across the three countries, ensuring consistency in service quality and customer experience.
    • Work closely with country-specific teams to identify process gaps and opportunities for improvement, facilitating the exchange of best practices.
    • Empower local teams to maintain differences from standardized processes when this is optimal
  • Data-Driven Insights:
    • Leverage data and insights to identify trends, opportunities, and pain points within the customer journey
    • Develop data-driven recommendations to enhance customer experience, increase customer satisfaction, and drive operational efficiency.
  • Stakeholder Collaboration:
    • Partner with regional leaders in customer happiness, operations, customer success and other relevant teams to gather insights and feedback that contribute to the refinement of customer happiness strategies.
    • Collaborate with the product and technology teams to advocate for customer-centric enhancements based on user feedback.

Qualifications:

  • Bachelor's degree in business administration, marketing, or a related field (Master's degree preferred).
  • 7+ years of experience in customer experience strategy, customer success, or related roles, ideally within the fintech or corporate services sector.
  • Proven track record of leading and implementing customer-centric strategic initiatives that deliver measurable results.
  • Strong analytical skills, with the ability to interpret data, identify trends, and make informed decisions.
  • Excellent interpersonal and communication skills, capable of engaging stakeholders at various organizational levels.
  • Strategic thinker with the ability to connect overarching business goals with customer happiness strategies.
  • Proactive mindset with a passion for driving positive change and excellence in customer experiences.
  • Bilingual proficiency in English and Spanish (Portuguese is a plus).
  • Ability to work in a dynamic and fast-paced environment, managing multiple projects simultaneously.
The way we do things is as important as what we do. That is why we operate on a set of carefully-identified values. They are what we expect from ourselves and each other in our day-to-day.

We value

* Clarity - Open and direct communication
* Simplicity - Pare things down to the essential
* Ownership - We're all owners and act like it
* Pride - Make quality products we're proud of
* Always Be Changing (ABC) - Continuous self-improvement
* Inclusivity - Every voice counts; we value each other for our shared mission and contributions

We are

* Shaping business finances in Latin America
* Driven by our 6 core values
* Proud of our inclusive and caring culture
* Certified as Top LinkedIn Startup

We offer

* Competitive salary & a robust stock ownership plan
* 100% flexible work model
* A set of benefits that are adaptable to your needs & way of life
* Opportunities for growth in a fast-paced environment
* A chance to shape B2B payments in Latin America and increase the region’s economic competitiveness