DxT CSM North & Central America Manager

Executive Summary

The DxT Customer Success Management (CSM) North and Central America Manager operates within Bureau Veritas's Digital & Technology (DxT) organization and reports to the Americas DxT Customer Success Management Director . This leadership position bridges internal business units (Bureau Veritas Areas) and the DxT organization, ensuring maximum value realization from enterprise technology investments while driving digital transformation and operational excellence.

Primary Objective

Serve as the strategic business partner and customer advocate for assigned Area(s), translating business priorities into scalable digital solutions while maintaining alignment with Group standards and global DxT strategy.

Scope of Responsibility

• Geographic Coverage : Americas North and Central Area
• Internal Customers : Bureau Veritas operational Areas and their leadership teams
• Organizational Reporting : Americas DxT CSM Director

Core Responsibilities

Strategic Digital Leadership

• Co-develop and execute Area-specific digital transformation roadmaps aligned with Group strategy and local business priorities
• Participate in enterprise-wide Scale & Replicate programs to optimize technology deployment
• Establish digital decommissioning plans to ensure portfolio optimization
• Provide critical analysis and recommendations for continuous improvement across the DxT organization

Stakeholder & Relationship Management

• Build and maintain executive-level relationships with Area leadership and key business stakeholders
• Develop deep business acumen through operational engagement (site visits, process shadowing, strategic consultations)
• Serve as primary escalation point for critical issues, ensuring timely resolution and stakeholder confidence
• Act as trusted advisor on technology adoption and business transformation

Team Leadership & Capability Building

• Lead and develop high-performing Customer Success teams within the Area
• Establish customer-centric culture and operational excellence standards
• Coordinate with internal DxT Service Support Centers (SSC) and third-party vendors to deliver quality services
• Implement governance frameworks to monitor roadmap execution and SLA compliance

Customer Success Program Delivery

• Deploy and optimize internal customer success initiatives
• Leverage advanced analytics to identify adoption trends and performance gaps
• Drive change management and communications to accelerate technology adoption
• Monitor digital solution utilization and implement targeted improvement interventions
• Champion AI and emerging technology integration in operational processes

Operational Performance & Analytics

• Establish comprehensive KPI and SLA frameworks with clear accountability
• Partner with Area Performance teams to identify digitalization opportunities
• Create reporting mechanisms that correlate performance data across DxT solution teams
• Drive continuous improvement through data-informed decision-making

Cross-Functional Collaboration

• Align customer success initiatives with Area sales, operations, and performance teams
• Support large-contract digital solution requirements and post-sale success
• Facilitate Area Business Demand (BDM) process with focus on needs qualification
• Provide strategic support for M&A activities (due diligence and post-merger integration)
• Represent Bureau Veritas in industry forums and thought leadership venues

Key Performance Dimensions

• Budget Authority - Direct control of CSM team operational budget (personnel, tools, vendor contracts, internal programs)
• Team Leadership - Direct management of Area CSM team; responsibility for talent acquisition, development, and retention
• Organizational Impact - Indirect influence on Area operational efficiency, technology adoption rates, and business outcome achievement

Required Competencies

Strategic & Business Acumen

• Demonstrated strategic thinking with proven ability to lead cross-functional decision-making
• Deep understanding of DxT service portfolio and its application to business contexts
• Knowledge of industry technology trends and market dynamics
• Strong business acumen specific to assigned Area's operations and markets

Leadership Excellence

• Proven track record building and scaling high-performing teams
• Demonstrated ability to partner across organizational boundaries and drive integration
• Capability to implement governance structures and program management discipline
• Customer-centric mindset with focus on outcomes and value realization

Operational Competencies

• Advanced analytical capabilities to assess performance and inform strategy
• Strong program and project governance experience
• Change management expertise to drive technology adoption
• Ability to manage complex vendor relationships and SLA frameworks

Communication & Influence

• Exceptional communication skills across all organizational levels
• Ability to build credibility and trust with executive stakeholders
• Presentation and thought leadership capabilities
• Capacity to navigate conflicting priorities and drive consensus among competing stakeholders

Language Requirements

• English : Fluent (mandatory)
• Spanish or Portuguese : Fluent (mandatory)

Critical Success Factors & Challenges

Strategic Tensions

• Balancing Standardization vs. Agility : Reconcile enterprise-wide rationalization initiatives with Area-specific, agile requirements
• Accountability Through Influence : Deliver SLA commitments through teams not under direct organizational control
• Competing Priorities : Navigate conflicting stakeholder needs while maintaining strategic focus

Enablers for Success

• Executive sponsorship and clear governance authority
• Cross-functional alignment on priorities and resource allocation
• Robust performance analytics and reporting infrastructure
• Strong partnership with DxT delivery and support organizations

Principal Stakeholder Interfaces

Internal Stakeholders

• Area leadership (product line, functional, and performance teams)
• Group and regional DxT leadership
• Internal service delivery and support organizations

External Stakeholders

• Key Bureau Veritas clients (via business leadership)
• Technology partners and third-party vendors
• Industry bodies and conference communities