The Customer Success Professional Services Team is responsible for leading the activation and post-activation for all Feedzai clients. We work cross-functionally across Feedzai and with our clients to collaborate and create seamless transitions throughout our client lifecycle. We take accountability, ownership and are tenacious as we execute strategies to help our clients achieve success. The challenges we tackle are complex, but we don't stop pushing forward until we overcome them. As a result, we're empowered to spark change every day, influencing the trajectory of our company and ourselves. Join Us!

You:

The LATAM Regional Head of Professional Services is responsible for leading all professional services delivery across the LATAM region, directly managing multidisciplinary teams and ensuring successful client outcomes. This role carries partial P&L ownership for the region, with accountability for revenue realization, billability, utilization, and delivery KPIs such as time-to-value and customer satisfaction. The leader will oversee project management, business analysis, customer success engineering, data science, and risk consulting functions. They will serve as the executive face of delivery for key clients, ensuring escalations are managed effectively and delivery excellence is consistently achieved. The LATAM Head will play a pivotal role in building a balanced delivery model across in-region teams, global delivery centers, and strategic system integrators.

Your Day to Day:

Leadership & Strategy

• Serve as regional leader from a delivery perspective, partnering with LATAM GM to define and execute the regional strategy aligned with global delivery objectives.
• Build, lead, and develop a high-performing LATAM delivery team across project management, data science, customer success engineering, and risk consulting.
• Translate corporate objectives into regional goals, driving both operational performance and client success outcomes.
• Cultivate a culture of accountability, customer focus, and continuous improvement.
• Own the regional strategy for customer value realization and business growth. Strengthen strategic partnerships and delivery scale by managing and ensuring the quality of delivery through our external partners, guaranteeing they successfully implement our solutions and provide a seamless client experience.

Delivery Execution

• Oversee and ensure the successful execution of all client projects within the region, balancing scope, budget, and schedule.
• Drive measurable improvements in time-to-value, quality of delivery, and customer satisfaction (CSAT).
• Ensure consistent adherence to PMO best practices, governance models, and delivery frameworks.
• Maintain oversight of billability, utilization, and realization targets for the LATAM professional services organization.
• Partner with the Global Delivery Center (GDC) in Portugal to drive a balanced delivery model that leverages regional strengths, partner capacity, and offshore capabilities.

Regional P&L Ownership

• Manage partial P&L for the LATAM professional services function, with accountability for financial health and profitability.
• Partner with finance, sales, and regional leadership to align forecasting, pricing, and resource capacity with business growth.
• Optimize revenue realization and profitability through efficient staffing models, resource allocation, and delivery performance.

Client & Partner Management

• Act as the senior executive sponsor for regional client escalations, ensuring timely resolution and reinforcing executive presence.
• Build trusted relationships with C-level stakeholders at strategic LATAM accounts, positioning professional services as a value enabler.
• Identify, cultivate, and manage global and regional system integrators to support the LATAM business.
• Drive partner enablement and performance management to ensure quality delivery outcomes and scalable growth.
• Collaborate with global functional heads (PMO, Centers of Excellence, Workforce Management) and the Portugal GDC to ensure alignment with global standards.
• Serve as the primary conduit for client feedback from the region, communicating key insights and market needs to the Product, Sales, and Engineering teams to directly influence our product roadmap and business strategy. To channel client feedback and market requirements directly into the product roadmap, ensuring our solutions evolve to meet customer needs.

Performance Management & Continuous Improvement

• Own and report on key performance indicators (KPIs), including:
• Billability & Utilization Rates
• On-Time Delivery
• Revenue Realization & Portfolio Profitability
• Customer Satisfaction (CSAT)
• Time-to-Value
• Identify bottlenecks and implement process improvements across the LATAM delivery portfolio.
• Drive innovation and adoption of new delivery practices, tools, and methodologies.

You Have and Know-how:

• 10+ years of leadership experience in professional services, consulting, or software delivery.
• Proven track record of managing regional P&L, driving utilization, billability, and delivery excellence.
• 5+ years of experience directly managing a large, multi-disciplinary team that includes technical and analytical roles.
• Proven track record of managing and growing relationships with large enterprise clients.
• Deep understanding of the fraud prevention, fintech, or payments space is highly preferred.
• Demonstrated experience in managing partner relationships and ensuring successful delivery through third-party organizations.
• Experience with customer escalations, executive-level client engagement, and C-suite presentations.
• Strong understanding of professional services economics (margin, revenue recognition, realization).
• Data-driven leader, adept at using KPIs to inform decision-making.

Languages: Fluent in Portuguese and English; Spanish strongly preferred.