End User Experience Project Manager (Customer Success Manager)

Job Description:
We are a fast-moving startup with a deep commitment to rapid innovation. I am looking for an experienced  Customer Success Manager / End User Experience Project Manager for our product. You will be the frontline contact for end users, providing assistance and support in Spanish, while also acting as a Project Manager for the End User Experience, which involves optimizing the current system and expanding it by creating new protocols. Your role will be crucial in ensuring that end users smoothly navigate the app, benefiting from its unique features.

Key Responsibilities:
End User Support and Satisfaction: Provide top-tier assistance to end users through online chat and email in Spanish. Address inquiries, resolve issues, and enhance overall user satisfaction.
Experience Optimization: Regularly assess and optimize the user experience. Implement feedback mechanisms to capture user insights, guiding continual improvement of the app.
Project Management: Lead projects aimed at enhancing the end-user experience, including developing new protocols and features. Manage timelines, resources, and stakeholder expectations effectively.
Cross-functional collaboration: Work closely with development, content, and analytics teams to align user experience improvements with broader company goals.
Data Analysis and Reporting: Analyze user engagement and behavior data to identify trends, opportunities, and areas for enhancement. Provide regular reports and insights to senior management.
Innovation and Expansion: Identify and implement innovative strategies for user engagement and experience. Lead initiatives to expand the app's reach and effectiveness.
Adapt to evolving project needs and show flexibility and initiative in solving unforeseen problems.
You might be asked to provide feedback on small translation tasks (typically English → Mexican Spanish)

Required Skills and Qualifications:
Proficiency in English, Spanish native (Mexican Spanish preferred)
Proven experience in customer success and project management roles, preferably in a tech or startup environment.
Strong analytical skills with the ability to interpret data and translate insights into action.
Excellent organizational and leadership abilities, with a track record of managing successful projects.
Prior experience with agile methodologies and project management frameworks.
Familiarity with user experience design principles and methodologies.
Competent in using analytics tools and knowledge of customer support software.
Ability to work collaboratively in a fast-paced, innovative environment.
Extreme adaptability, initiative, and sense of ownership.