Customer Success Director LATAM

• This role will serve as the main interface between our clients and internal stakeholders, ensuring alignment, high-quality execution, and sustainable growth across the customer portfolio.
• The ideal candidate is a seasoned leader, commercially minded, with excellent relationship and problem-solving skills in the renewable space Responsibilities Lead the customer journey post contract execution under the Array service model, ensuring target achievement and service excellence across all projects through warranty.
• Act as the main escalation point, liaising with executive leadership to resolve complex issues.
• Ensure project quality and drive continuous service improvement initiatives.
• Foster collaboration and long-term relationships between Array and its customers.
• Contribute to the service strategy development and capability building to meet market demands.
• Monitor SLAs, processes, policies, and customer satisfaction via performance data.
• Align with and support overall Array business goals.
• Support the commercial and economic performance of the Brazilian customer portfolio.
• Lead, develop, and motivate project delivery and commissioning teams.
• Budget, plan, and coordinate delivery execution and client engagement.
• Track contract margins, milestones, team productivity, and NPS performance Performance Indicators Service delivery metrics (project cycle time, case management, OTD,) Talent management and retention within the PMO and Commissioning teams.
• Strong business acumen and ability to align with Arrays core principles and strategic direction.
• Influence across internal and external stakeholders.
• Proven ability to manage complex customer environments and maintain high satisfaction.
• Strategic partnership with the leadership team to address customer-related challenges.
• Excellent communication with diverse stakeholders.
• Objectivity and focus on results over stakeholder preferences in complex problem-solving situations Key Tasks Apply value propositions tailored to each customer segment.
• Personally manage the most strategic customers of Array post contract execution.
• Ensure efficient communication flow between clients and internal teams.
• Set and track delivery KPIs with internal managers.
• Implement and oversee internal service procedures.
• Review performance reports and define course corrections when needed.
• Actively engage in client meetings and service operations (PMO & Commissioning).
• Define and monitor incentive programs for the customer experience team.
• Report business performance to executive leadership.
• Required Education & Experience Degree in Business Administration, Engineering, or related fields.
• MBA or postgraduate degree (preferred).
• Proven experience in Customer Success, Service Delivery, and Commercial Excellence.
• Strong background in managing strategic accounts and complex client environments.
• Fluency in English is mandatory.

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