• Provide leadership and technical expertise/consulting to enable detailed, data-based recommendations and insight to senior members of Marketing and owner-operator leadership.
• Be a key storyteller for digital understanding and journey, including developing the muscle across internal partners 
• Use data, insights and the many data visualization tools that have been developed 
• Craft clear and simple stories to inform digital strategy.
• Develop and lead sophisticated methods of analyzing customer data, including creating proper hypotheses and measurement strategies across Owned and Paid channels with the intent of gaining a deep understanding of growth drivers.
• Lead the development of a long-term customer data analytics framework and customer data strategy for Marketing that 
• Ensure have key insights at the scale and pace to maximize the value of the large amount of data capture and manage every day from customer’s engagement and transaction behavior.
• Lead advanced modeling and segmentation projects to help find new ways to personalize value and communications for customers.
• Lead the teams and process that manage the intake and advanced analytics project prioritization process across all internal/external resources.
• Run the scope of high value external consultant and partner relationships, including 3rd party analytics solutions and the marketing science teams at agencies working on business.
• Work with internal finance teams (i.e. Business Insights) to improve global incrementally measurement methodologies and tools.
• Collaborate with global market Insights leads to share methodologies and expertise.

Skills: Leadership in Analytics, Storytelling and Digital Insights, Data Visualization Proficiency, Strategic Analysis, Customer Data Framework Development, Advanced Modeling, Analytics Project Management, Cross-Functional Collaboration

• Own Balto's completion of implementations on time with satisfied clients.
• Manage a team of implementation managers as direct supervisor.
• Establish and achieve implementation Objective & Key Results such as implementation CSAT scores, issue resolution times and reduced implementation times.
• Embody a customer-oriented model of SaaS implementation on a customer success team.
• Provide direction to the support team on the values and outcomes to be achieved working with clients and other teams at Balto.
• Troubleshoot and project manage current bugs, issues, and customer outages.
• Train implementation team on new product features, SLA changes, and software tools.
• Train implementation team on integration and troubleshooting methodologies.
• Manage relationships with key stakeholders in Balto's client base.
• Evaluate and improve implementation processes and procedures.

Skills: Project Management, Team Leadership, Objective Setting, Customer Success Orientation, Strategic Direction, Troubleshooting, Training and Development, Stakeholder Management

• Successfully hire, coach and grow a team of Customer Success Managers who will support merchants.
• Work effectively with Customer Success Managers and Account Executives to implement processes and handoffs throughout the onboarding process to set merchants up for success.
• Lead cross functional initiatives to continuously improve customer success processes with CS and product teams.
• Build and develop the relationship with new and existing customers including: onboarding, integration, account growth, new product adoption, renewals, etc.
• Maintain an expert level understanding of the Retextion product, along with retention and lifecycle marketing knowledge.
• Participate in leadership team meetings and be a voice in steering Retextion’s long-term strategy
• Work closely with the executive team to translate customer feedback into specific product requirements.
• Ensure customer sentiment is strong, serving as an internal advocate for customers and leading cross-functional efforts to solve for the customer.
• Contribute to a positive team environment of collaboration, customer empathy, equality and inclusion.

Skills: Team Hiring and Coaching, Process Implementation, Cross-Functional Leadership, Relationship Development, Product Expertise, Strategic Leadership, Customer Feedback Analysis, Advocacy and Collaboration

• Develops the strategy, roadmap, and goals to provide an exemplary customer service experience across all channels and customer touch points in alignment with business OKRs
• Provides strategic leadership, training oversight, and performance management of multiple teams within the Customer Solutions organization
• Works closely with Area and Regional Managers in the field country-wide to drive alignment and consistency across the organization in providing a world-class customer experience
• Collaborates with Learning and Development to develop, train, execute, and support training across multiple departments
• Analyzes and improves the customer service quality and experience through drivers such as NPS and CSAT
• Collaborates with Workforce Management (WFM) leadership in analyzing contact center staffing data to evaluate and drive staff effectiveness and efficiency
• Assesses the daily performance of customer support and review real-time staffing changes to ensure business targets and service-level objectives are achieved
• Coordinates and drives the handling of critical customer escalations through the proper support channels
• Collaborates with essential workgroups in the deployment and engineering of both product development and release schedules that directly impact Customer Solutions
• Engages in new product/service development and provides feedback on supportability of product/service as well as use case
• Possesses a strong problem-solving aptitude with an ability to manage and resolve conflict among various management levels in a constantly changing and rapidly growing environment
• Develops Customer Solutions leadership team to meet KPI’s, identifying trends for corrective action, and proactive outreach to maintain operational performance

Skills: Strategic Leadership, Training Oversight, Cross-Organization Collaboration, Learning Program Development, Service Quality Analysis, Workforce Management, Escalation Handling, Product Development Feedback

• Customer relationship management and rigorous opportunity qualification
• Opportunity Capture planning and market find planning
• Tender leadership across a range of signaling, systems & Infrastructure opportunities
• Leading a team of Business Development Managers
• Understanding customer needs and representing the voice of the customer
• Helping to shape overall SS&I business strategy and increasing tender win rates
• Interface closely with sales, product, and marketing teams to share client feedback, resolve escalations, deliver outstanding client experiences, and expand business
• Integrate and operate the existing Global Customer Support Team
• Work closely with operation managers to set goals, measure performance, and manage team planning.
• Provide data-driven recommendations in order to improve applicants’ experience

Skills: Customer Relationship Management, Opportunity Qualification, Tender Leadership, Team Leadership, Customer Needs Analysis, Business Strategy Development, Cross-Functional Collaboration, Data-Driven Decision Making

• Able to demonstrate proficiency in a project management philosophy/ system 
• Able to demonstrate examples of effective use of PM tools.
• Able to demonstrate experience in handling customer communications including examples of escalations, expedited responses (fast turnaround of orders), organic growth in key accounts.
• Experience in hosting periodic business review meetings with customers.
• Demonstrated experience in Continuous Improvement initiatives in a service environment.
• Ability to influence leaders and members of sister departments such as Supply Chain, Operations, Finance etc.
• Ideally, have experience working in a cGMP environment.
• Ideally, have a good working knowledge and experience in using an ERP system such as SAP, JDE, Oracle etc.

Qualifications: BA in Management with 8 years of Experience

• Experience in a leadership role in the hospitality industry.
• Ability to cultivate a positive atmosphere, demonstrate a friendly and courteous.
• Maintain excellent communication skills to ensure professionalism and effectiveness in all interactions with clients and co-workers throughout the company.
• Must have the ability to multitask, prioritize, and delegate.
• Demonstrate proficiency in computer skills.
• Must be organized and detail oriented to ensure efficiency and accuracy in all transactions.
• Able to work in high stress situations and exercise good judgment
• Bilingual In Spanish 
• Proficient in MS Office and relevant software (Appointment Plus, CRM)
• Excellent organizational and leadership skills

Qualifications: BA in Public Relations with 5 years of Experience

• Professional customer facing experience
• Experience in people/team management, healthcare 
• Working knowledge of SAP, Salesforce or experience with equivalent ERP, CRM systems/applications
• Successful demonstration of Key Responsibilities listed in the job description
• Ability to manage multiple, complex priorities within demanding timeframes
• Excellent communication skills – verbal, written, and presentation
• Ability to drive people, process, and technology initiates to efficiently support a world-class customer experience through possessing strong management and organization skills
• Ability to adapt and be nimble for quick changes made that are needed for the management of the overall business
• Ability to apply good decision-making, and display professionalism and calm demeanor in dealing with customer and other stakeholders
• Competent knowledge of MS Office application use and functionality

Qualifications: BA in Communications with 6 years of Experience

• Excellent interpersonal skills with the ability to work professionally and effectively with a diverse group of individuals, internally and externally
• Ability to demonstrate GTZ Core Values and Competencies
• Fluent technology skills (Excel, Word, PC, email, internet) to use a computer to enter access, or retrieve data and navigate through multiple systems with proficiency with the ability to learn new technology easily
• Self-directed and able to work independently as well as in a team setting and thrive in a fast-paced, agile environment
• Ability to lead team members and adjust to customer and carrier needs
• Ability to build collaborative relationships
• Demonstrated sales skills commensurate with successful sales experience
• Excellent presentation skills
• Ability to thrive as a member of a collaborative, cross-functional team
• Problem-solving aptitude

Qualifications: BA in Marketing with 4 years of Experience

• Successful business development experience in transportation & logistics
• Strong business and financial acumen
• Specific experience in rates, load coverage and carrier management 
• Extensive transportation sales experience
• Proficiency in the Microsoft Office platform
• Strong leadership skills and strategic thinking
• Possess the highest integrity with a proven history of success in sales and/or sales management
• Superior communication, collaboration, organization, prioritization, negotiation, business and technical writing skills
• Self-starter, self-motivated and high level of initiative, embraces an ownership culture
• Professional level knowledge of using analytical databases, complex excel workbooks and associated pivot tables

Qualifications: BA in Business Administration with 8 years of Experience