Customer Success Director

Job description

**Location Requirement: Mexico City, Mexico** This position is based in **Mexico City** and is intended for candidates currently residing in **Mexico City or the surrounding metropolitan area**. While the role is primarily home-based, the successful candidate must be locally based to support client meetings, industry events, executive engagements, and other in-person business activities. **Candidates located outside the Mexico City area will NOT be considered.** ### The Company Univeris, headquartered in Toronto, Canada, is a privately held company and is the leader in enterprise wealth management for the Canadian market. Founded in 1991, Univeris has over 100 staff and 15 leading financial services clients representing over 17,000 financial advisors on the platform. It offers the most comprehensive wealth management solution for financial advisors in the credit union, banking, insurance and investment dealer sectors. **About the Role:** At Univeris, client relationships are our top priority. We're looking for a dedicated and personable CSD to ensure the needs of our customers are met, create long-term, trusting relationships with our customers, develop new business from existing clients and actively seek new sales opportunities. The ideal candidate is a self-motivated and strategic thinker who loves to help solve problems. You thrive in a fast-paced setting and aren't afraid to wear a few hats and try new things. You understand the value of accountability and like to be part of a team. For this role, deep familiarity with the Mexican wealth management landscape and an established network of senior industry relationships are essential to success. ### Major Duties & Responsibilities - Serves as the main point of contact in all matters related to client concerns and needs - Build and strengthen client relationships to achieve long-term partnerships - Work with sales and other internal teams to develop strategic account plans and ensure KPIs are being met - Use sales techniques, processes and methodology to effectively manage accounts and up-selling opportunities - Actively sells additional services and modules to existing clients - Develop a thorough understanding of our products and service offerings to better upsell and cross-sell to clients - Maintain accurate client records, keeping track of any contract updates and renewals - Analyze customer data to improve customer experience - Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs - Ensure visibility of program and customer health both internally and with customer teams - **Leverage existing relationships with senior executives at wealth management institutions in Mexico to accelerate client engagement and trust** - **Act as the primary local representative of Univeris in the Mexican market, supporting regional marketing events and executive roundtables** - **Build and nurture relationships with local industry partners and influencers within the Mexican wealth management ecosystem** ### Requirements - Proven client managment and sales experience and track record of meeting or exceeding sales targets - Strong communication skills, both written and oral - Positive, client- and service-oriented personality - Business knowledge of Wealth Management Systems and Mutual Fund trading - **Minimum 5 years of direct experience within the wealth management industry, with strong familiarity with financial advisory platforms, investment products, and regulatory frameworks** - **Established network of senior-level connections within the Mexican wealth management industry** (banks, brokerages, casas de bolsa, investment dealers, or insurance firms) - **Deep understanding of the Mexican financial services market, including regulatory environment (CNBV), local competitors, and client expectations** - Ability to thrive in a fast-paced, results-oriented environment - Comfortable working independently with a high degree of autonomy in a local market - Passion for excellence - Consultative selling skills - Effective persuasion and negotiation skills - Effective collaborator -- able to bring in other selling/solution resources to engage a client while knowing when to lead and when to empower others - Motivated to hunt for new opportunities and expand client relationships - **Mandatory - Fluent in Spanish and English** ### Education/Qualifications Required - Bachelor's degree or a combination of education and experience in Engineering, Information Systems, Business Administration, or Finance - **Five or more years of experience in the wealth management industry**, including four or more years in Account Management, Customer Success, or a similar client-facing role - Knowledge of relevant aspects of the IT/WealthTech industry is required - **Proven track record of leveraging industry relationships to drive commercial outcomes in the Mexican financial services market**