Description
About the company
We are a global technology leader powering the air transport and travel ecosystem. Our solutions help airports operate efficiently, airlines run smoothly, and borders remain secure and connected. Our technology and communications platforms are used in the vast majority of international airports worldwide, supporting thousands of transportation and government customers.
We operate across 200 countries, working with diverse teams and cultures, and are proud to foster an inclusive, supportive, and high-performance environment. Our people feel empowered to grow, make an impact, and help shape the future of global travel.
About the Role & Team
In this role, you will lead and drive strategic initiatives within a defined geography to transform the customer operations function into a best-in-class Customer Success organization.
You will oversee the development and execution of a customer-centric approach, leveraging data-driven insights, innovative technologies, and best practices to enhance customer experience, maximize retention, and drive long-term value.
Working closely with cross-functional teams—including Sales, Marketing, Product, and Operations—you will align Customer Success strategies with overall business objectives. You will also represent the Customer Success function as part of the regional leadership team.
What you will do
Strategic Leadership
- Develop and implement Customer Success strategies aligned with business growth objectives across the product portfolio and customer segments.
- Lead initiatives that support growth, improve product adoption, ensure service quality, enhance customer engagement, and resolve complex customer issues.
- Establish, track, and report on key performance indicators (KPIs) for Customer Success initiatives.
- Stay informed on industry trends and innovations to contribute to global Customer Success best practices.
Customer Experience & Operations Management
- Drive customer-centric practices to ensure a seamless and consistent customer experience.
- Manage customer engagement and loyalty through effective Customer Success programs.
- Maintain executive-level relationships with key regional accounts.
- Use customer feedback and data analytics to continuously improve satisfaction and retention.
- Collaborate with portfolio operations and product teams to inform product development and enhancements.
- Oversee IT operations across multiple sites, primarily airport environments, ensuring consistent, reliable, and efficient service delivery.
- Ensure the availability, performance, maintenance, and security of IT systems and networks.
Change Management
- Lead change management initiatives related to Customer Success transformation, with a focus on communication, training, and adoption.
- Partner with internal stakeholders to align goals, share best practices, and secure buy-in across the organization.
Budget Planning & Management
- Develop and manage the regional Customer Success budget, ensuring cost-effectiveness and efficient resource allocation.
- Monitor and report on budget performance, providing strategic insights and recommendations.
Team Leadership
- Build, lead, and mentor a high-performing team of Customer Success professionals.
- Provide ongoing coaching and professional development opportunities.
- Foster a high-performance culture centered on customer value, accountability, and long-term relationships.
- Collaborate with peers in other regions to contribute to global Customer Success standards and practices.
Cross-functional Collaboration
- Partner closely with Sales, Marketing, and Product teams to align Customer Success strategies.
- Enable collaboration between Customer Success and other departments to enhance the end-to-end customer journey.
Who you are
- Bachelor's or Master's degree in Information Technology, Computer Science, or a related field.
- Proven experience in a senior Customer Success role.
- Previous customer-facing leadership experience overseeing IT or technology operations, ideally across multiple geographic locations.
- Demonstrated experience leading transformation and change initiatives.
- Fluency in Spanish (spoken and written) is required, as this role includes leadership responsibility across LATAM teams.
Technical Skills
- CRM systems
- Data analytics and reporting tools
Functional Skills
- Strategic planning
- Leadership and team management
- Customer relationship management
- Innovative and solution-oriented mindset
- Strong communication and collaboration skills
- Problem-solving and risk management capabilities
Nice to have
- Relevant professional certifications (e.g., ITIL, PMP, CISSP).
Additional Information
- This role requires extensive travel, up to 50%.
What we offer
- A diverse, inclusive, and international work environment.
- Flexible work arrangements:
- Flex Week: Work from home up to 2 days per week (depending on team needs).
- Flex Day: Flexibility to adapt your workday to your personal schedule.
- Flex Location: Up to 30 days per year working from a location of your choice.
- Comprehensive wellbeing support, including an Employee Assistance Program (EAP) for you and your dependents, available 24/7.
- Access to personalized wellbeing and health platforms.
- Continuous learning and professional development opportunities through global training platforms.
- Competitive benefits aligned with local market practices and employment status.
As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.
Find what's next with Kelly®.
As a worker today, it's up to you to take charge of your career and look for opportunities to learn, grow, and achieve your potential. Helping you find what's next is what we're all about. We know what's going on in the evolving world of work—just ask the 440,000 people we employ each year. Connecting with us means getting the support, guidance, and opportunities needed to take your career where you may have never imagined.About Kelly
Work changes everything. And at Kelly, we're obsessed with where it can take you. To us, it's about more than simply accepting your next job opportunity. It's the fuel that powers every next step of your life. It's the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year.Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
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