Client Success Manager - LATAM

About Us:
viaPeople is a performance management software company dedicated to helping organizations drive engagement, development, and results through thoughtful and effective technology. We are seeking a Client Success Representative based in LATAM with strong English communication skills and a proven ability to manage new product implementations.

Role Overview:
The Implementation Consultant will own the end-to-end client implementation process for viaPeople’s performance management platform. This role requires a proactive, consultative, and detail-oriented professional who can guide clients through a seamless onboarding experience, collaborate across internal teams, and ensure long-term client success and retention.

Key Responsibilities:

• Manage clients through the full implementation cycle of our performance management software with a consultative, proactive approach.
• Partner with implementation development, QA, sales, and marketing teams to ensure a smooth transition from contract signing to live product use.
• Own the client experience by following our proven process map and proactive outreach workflows.
• Monitor client health using weekly scorecards, NPS scores, and health dashboards.
• Oversee parallel client projects, ensuring all milestones and deadlines are met.
• Create and manage implementation tickets in our ticketing system.
• Consult with clients to capture requirements and translate them into actionable project plans.
• Respond to client inquiries through Front, phone, email, and live chat promptly and professionally.
• Lead client meetings, including kickoffs, project updates, and milestone reviews, while driving agendas and capturing action items.
• Configure and administer the viaPeople platform to meet client-specific needs.
• Project manage legacy client migrations to the new Discover product. 
  • •Includes, but not limited to: creation/ adherence of migration timelines, re-scoping of client cycle requirements, executing client cycle aligned product demonstrations, validation of organization & cycle configurations.
• Some Sunday shifts required for legacy Preview Cycle Installs.
• Develop client-facing documentation, setup drafts, and training resources.
• Provide backup support to team members when needed.
• Embody and promote corporate values: Driven, Trustworthy, Growth Mindset, Solutions-Oriented, and Customer-Centered.

Success Metrics:

• 100% on-time, QA-approved client test drives and launches.
• Strong client satisfaction as measured by NPS and retention rates.

Qualifications:

• Based in LATAM with strong written and verbal English skills.
• 3+ years of experience in client success, implementation consulting, or software onboarding.
• Proven ability to manage multiple projects and deadlines in parallel.
• Strong problem-solving and consultative skills, with a customer-first mindset.
• Experience with project management or collaboration tools (e.g., Wrike, Jira, Asana, or similar).
• Technical aptitude with SaaS platforms and the ability to translate client requirements into configuration and setup.
• Excellent communication and relationship management skills.
• Ability to thrive in a remote, fast-paced, and collaborative environment.

Why Join Us?

• Opportunity to work with a mission-driven company transforming performance management.
• Collaborative, values-driven culture with strong focus on growth and innovation.
• Remote-first role with flexibility and global exposure.
• Professional development opportunities and career growth pathways.

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