Role Description Buscamos un(a) Customer Success Specialist con excelentes habilidades de comunicación, seguimiento y gestión de relaciones para asegurar una experiencia positiva tanto para nuestros clientes como para nuestros colaboradores asignados a proyectos. - Dar seguimiento continuo a colaboradores asignados a distintos proyectos. - Mantener comunicación constante con clientes y líderes de proyecto para conocer el desempeño y evolución de cada asignación. - Detectar áreas de oportunidad relacionadas con performance, comunicación, engagement o necesidades operativas. - Anticipar riesgos o posibles incidencias y comunicar oportunamente a las áreas correspondientes. - Generar relaciones de confianza tanto con clientes como con colaboradores. - Asegurar una experiencia positiva durante todo el ciclo de asignación del talento. - Coordinar seguimiento de feedback, evaluaciones y necesidades detectadas. - Identificar oportunidades de mejora en procesos de atención, seguimiento y satisfacción. - Documentar información relevante y dar seguimiento a acuerdos y planes de acción. - Colaborar con equipos internos como Reclutamiento, People, Operaciones y líderes técnicos. - Dar seguimiento al onboarding de colaboradores de nuevo ingreso, asegurando el cumplimiento de los procesos y actividades requeridas. - Realizar seguimiento constante a la actualización de cursos y entrenamientos en BambooHR, garantizando que los colaboradores se mantengan al día con los cursos requeridos. - Presentar resultados, métricas e insights en juntas con managers y stakeholders internos. - Generar reportes de seguimiento y compartir hallazgos relevantes para la mejora continua de la experiencia del colaborador y cliente. Qualifications - 4 años de experiencia en Customer Success, Account Management, People Operations, Talent Experience, HRBP o roles similares. - Experiencia dando seguimiento a clientes y/o talento en entornos dinámicos. - Excelentes habilidades de comunicación verbal y escrita. - Alta capacidad de organización y seguimiento. - Perfil proactivo, empático y orientado a solución de problemas. - Capacidad para gestionar múltiples stakeholders simultáneamente. - Habilidad para detectar riesgos y comunicar de manera oportuna. - Experiencia trabajando con equipos multidisciplinarios. - Deseable experiencia en empresas de tecnología, staffing, nearshore, o servicios IT. - Capacidad para presentar información, métricas y resultados de manera clara a líderes y managers. Requirements - Inglés avanzado. - Modalidad remota. - Disponibilidad de lunes a viernes. - Deseable experiencia trabajando con equipos distribuidos en LATAM. Benefits - 🚀 Integración a marcas globales y startups disruptivas. - 🏡 Trabajo remoto/Home office. - 📍 En caso de requerir modalidad híbrida o presencial, serás informado desde la primera sesión. - ⏳ Horario ajustado a la célula de trabajo/proyecto asignado. - 📅 Trabajo de lunes a viernes. - 🎉 Día off en tu cumpleaños. - 🏥 Seguro de gastos médicos mayores (aplica para México). - 🛡️ Seguro de vida (aplica para México). - 🌎 Equipos de trabajo multiculturales. - 🎓 Acceso a cursos y certificaciones. - 📢 Meetups con invitados especiales del área de IT. - 📡 Eventos virtuales de integración y grupos de interés. - 📢 Clases de inglés. - 🏆 Oportunidades dentro de nuestras diferentes líneas de negocio. - 🏅 Orgullosamente certificados como Great Place to Work.

• Esta posición combina elementos de People Success, Client Operations y seguimiento operativo dentro de un entorno de servicios tecnológicos. • Buscamos una persona capaz de construir relaciones sólidas tanto con clientes como con colaboradores, asegurando una experiencia positiva durante todo el ciclo de asignación y continuidad de los proyectos. • El enfoque principal del rol está en el seguimiento humano y operativo: mantener comunicación constante, detectar riesgos de manera anticipada, dar seguimiento a desempeño, engagement y necesidades operativas, así como coordinar acciones preventivas que ayuden a mantener la estabilidad y satisfacción tanto del cliente como del talento asignado. • Aunque esta posición no tiene un enfoque comercial o de reclutamiento directo, sí colabora estrechamente con áreas como Recruiting, Operations y liderazgo de cuentas, ya que una comunicación sólida y relaciones de confianza con clientes pueden generar nuevas oportunidades, continuidad de proyectos y necesidades de talento adicionales. • Es un rol altamente relacional, preventivo y estratégico para la continuidad operativa y la experiencia tanto del cliente como del colaborador en entornos dinámicos y colaborativos. • Este es un rol ideal para personas con alta capacidad de adaptación, comunicación y autogestión. Trabajamos en un entorno dinámico donde el cambio es constante, los ritmos de trabajo pueden ser acelerados y cada cliente, líder y equipo tiene estilos de trabajo distintos. • Por ello, buscamos personas que se sientan cómodas trabajando con autonomía, tomando iniciativa, construyendo sus propias formas de organización y manteniendo una actitud proactiva ante los retos del día a día. • Esta posición puede no ser la mejor opción para personas que prefieren procesos altamente rígidos, instrucciones completamente estructuradas en todo momento o entornos con poca variación operativa. Aquí valoramos mucho la capacidad de adaptación, la inteligencia relacional, la resolución de problemas y la motivación personal para generar seguimiento, comunicación y continuidad incluso en contextos cambiantes. • Encontrarás un equipo dispuesto a apoyar y colaborar, pero también un entorno donde se espera iniciativa, ownership y una actitud orientada a construir soluciones más que esperar instrucciones paso a paso.

• Support business-specific execution of culture, engagement, and people practices • Coordinate with regional HR roles in support of the business unit/functions • Manage employee relations, risk, and workplace issues (US specific) • Operate as a trusted advisor to managers • Execute employee relations processes and translate company-wide programs into local business reality • Own and manage end-to-end ER cases, including performance issues, workplace conflicts, investigations, and terminations • Partner with Legal and HR leadership on complex or high-risk cases • Provide real-time guidance to managers on performance management and employee issues • Coach managers on handling situations consistently • Translate company-wide engagement and culture initiatives into business-level execution • Partner with business leaders to identify engagement gaps • Support execution of core HR programs • Maintain awareness of attrition trends and team dynamics

Title: People & Culture Business Partner Location: United States Job Description: We are a global engagement marketing agency that creates human-centric touchpoints that unleash the power of people to deliver innovation and growth. Firm believers in the power of building community since 1987, we are helping brands, associations and not-for-profit organisations solve their key people challenges through our core expertise: Live & virtual events, Strategic & digital communications and Consulting & community solutions. We are an independently owned agency, headquartered in Geneva, Switzerland, with a global presence of 60 offices in 31 countries. JOB OBJECTIVE The MCI USA P&C business partner balances strategic partnership with strong work execution, AI efficiency focus, and operational delivery. This role is responsible for supporting talent management, performance management and professional development of MCI USA talents and leadership. Operating within a lean, high-impact P&C structure, the P&C BP partners closely with MCI USA P&C, leadership, Finance, and Operations to ensure scalable, compliant, and business-aligned people practices that directly contribute to revenue growth, retention, and organizational performance. This role is analytical, engagement-focused, initiative-taking and engages with all areas of Human Resources. The P&C BP will understand our business fully and utilize global and local MCI P&C and L&D resources to retain, engage, and motivate all our MCI USA talent population. This role requires foundational HR knowledge on compliance, engagement strategies, talent relations excellence with embodiment of MCI culture and ability to be hands-on administering all HR administrative tasks while driving strategic HR initiatives that are core to our MCI business. #LI-Remote COMPENSATION: $90,000-100,000 annually, based on relevant experience and skills. MAIN RESPONSIBILITIES Business Partnership & Integration - Serve as the primary P&C partner to assigned Business Units, providing both strategic guidance and hands-on support across all talent matters - Build deep understanding of the business by: - Job shadowing key roles within assigned departments to gain operational insight - Actively participating in BU and department leadership and team meetings - Coach managers on performance, team effectiveness, communication, and talent experience - Translate business needs into practical P&C actions that support performance, retention, and growth End-to-End Talent Lifecycle Execution - Own and execute all aspects of the talent lifecycle, including: - Onboarding and offboarding coordination and system processing - Creation of offer letters, promotion letters, and compensation change documentation - Entry and maintenance of all talent data changes in systems (e.g., Paylocity, SuccessFactors, Jedox) - Ensure all transactions are completed accurately, timely, and in alignment with governance and approvals - Manage and process Talent Change Requests, ensuring proper approvals, documentation and workflow completion Performance Management & Development - Drive execution of annual and cyclical performance processes using SuccessFactors, including goal setting, mid-year, and year-end reviews - Track completion, follow up with leaders, and ensure quality and consistency of evaluations - Support development planning (PDPs) and ongoing performance conversations - Assist with promotion cycles, ensuring alignment to job architecture, leveling, and approval processes Recruitment Partnership - Partner with Talent Acquisition to support hiring needs, including: - Intake meetings and role scoping - Drafting and refining job descriptions aligned to job architecture - Interview participation for key roles - Support offer development, approvals, and offer letter creation and issuance and run background checks - Owns governance of consultant engagements including scope alignment, agreement execution, and compliance with classification standards Talent Relations & Compliance - Manage talent relations matters, including documentation, investigations, and resolution - Provide practical, compliant guidance to managers and talents - Ensure adherence to federal, state, and local employment laws and internal policies - Maintain proper documentation and audit-ready records Compensation, SL Governance & Workforce Planning - Own execution and accuracy of Salary List (SL) management for assigned business units: - Lead monthly SL reviews with BU leaders and Finance as well as providing strategic monthly updates to CPO - Maintain and update SL data in Jedox - Ensure alignment of all changes (hires, promotions, compensation updates) with budget and approvals - Partner with Finance on headcount tracking, workforce planning, and compensation alignment - Support merit planning, bonus cycles, and compensation updates, including system entry and validation - Run and distribute reports related to SL, headcount, and compensation as needed Engagement, Culture & Analytics - Analyze Talent Engagement Survey (TES) results of respective BUs and provide actionable insights to leaders - Support execution of targeted engagement initiatives tied to retention and performance - Assist with recognition programs, engagement activities, and MCI culture initiatives - Utilize HR data and reporting to inform decisions and track progress HR Operations & Reporting - Run standard and ad hoc reports across systems (e.g., headcount, turnover, absenteeism, performance, compensation) - Ensure data integrity across all HR systems and documentation - Drives AI-enabled efficiencies across P&C processes, including automation of talent inquiries, reporting, and workflow optimization - Execute and continuously improve core HR processes implementing AI efficiencies in all areas including: - Onboarding and offboarding - Talent inquiries via P&C AI agent - Talent changes and promotions - Recruitment workflows - SL and compensation processes - Act as a system and AI champion for HR tools, ensuring effective usage and process adherence and improvement JOB REQUIREMENTS - 3-5 years of progressive HR experience including 1-2 years in a similar position or proven track record in a Human Resources Generalist capacity working with Analytics, HRIS, Talent Relations Support, etc. required - Bachelor’s degree or equivalent required - SHRM certification or HR degree preferred PROFESSIONAL AND LEADERSHIP COMPETENCIES - Analytics, data-driven and AI efficiency-focused - Competency and Strength in the following areas: HR Metrics and Reporting, Technology integration and utilization, Cultural Sensitivity, Compliance Management, Performance Management, Talent Relations, Legal Compliance, Talent Acquisition, Strategic Thinking and Change Management - Excellent Communication, Relationship Building and Influencing Skills with the ability to partner and collaborate as well as drive change with talents at all levels - Excellent work execution with the ability to prioritize multiple projects and priorities in a fast paced, changing environment - Conflict Resolution Skills - Ability to strategically partner with business leaders and a natural curiosity for learning roles, business services and understanding the global and local MCI culture and strategic goals - High accuracy and timeliness in all HR transactions and system updates - Deep understanding of business roles and team dynamics through active integration - Consistent execution of performance, SL, and talent processes - Measurable improvements in engagement and team effectiveness SPECIFIC TECHNICAL SKILLS SuccessFactors and Paylocity Preferred ADDITIONAL REQUIREMENTS • Up to 10% travel annually Benefits Summary MCI USA is an established, family-friendly company offering outstanding benefits and significant growth opportunities. - PTO - 13 paid company holidays, including closure Christmas Eve through New Year’s Day - 401K - Medical, dental, vision and supplementary insurances - Employer-paid group life insurance, short-term and long-term disability - Employer-paid family building benefit (fertility, adoption and surrogacy) - Employer-paid mental health benefit - Pet discount program Please reach out even if you do not meet all the criteria but are willing to learn and commit to one of our great roles. At MCI USA, we thrive on passion and believe that diverse perspectives make our team stronger. We are dedicated to fostering an inclusive environment with equal opportunities for everyone, regardless of race, color, religion, gender, sexual orientation, marital status, age or physical/mental ability. We appreciate all who apply, though only those selected for an interview will be contacted. All applications remain confidential. MCI USA is proud to be an equal opportunity employer. If you need any accommodations during the application or interview process, please reach out to our chief people officer. MCI is where you can bring your true self to work and be proud of what you do. Join us and make a difference!