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Customer Success Manager
2 weeks ago
We are looking for an experienced Customer Success Manager who will lead our Customer Success Team As the customer success manager, you will be playing a key role in designing, building, and managing the customer life cycle and customer success functions under our Sales and Marketing Department.
Responsibilities:
- Maintain active and positive relations with customers, partners, suppliers, and other relevant parties;
- Develop, conduct and implement periodic customer satisfaction surveys
- Conduct periodic business reviews and client check-ins to ensure the success of implemented solutions, keeping up-to-date on the customer experience by monitoring solution performance and support experience
- Collaborate with relevant teams and departments to ensure a positive customer experience through the effective delivery of projects and services as well as the timely completion of projects and resolutions
- Manage the customer lifecycle to identify upsell and cross sell opportunities, and raise such opportunities with the Sales and Business Development Team
- Gather, consolidate, check for compliance and completeness and put in final submission format all technical documents/requirements in support of request for payment
- Monitor and Coordinate status of request for payment with customers (end-users) as to acceptance of documentary submission and completeness of requirements, revise and/or provide additional documents, as needed
- Formulate strategic initiatives that enhance the customer experience and helps the company reach its goals
- Manage Customer Success Operations to maintain strong performance on KPIs and goals
- Manage a team of customer success specialists, conduct coaching activities and enable personal and career development across the whole customer success team
Qualifications:
- Bachelor's Degree in Business, Marketing, IT, or equivalent
- At least 5 years of experience in a B2B sales, account management, or customer success role
- Experience working in the IT industry is a plus
- Experience working with enterprise and government accounts is a plus
- 1-2 years of experience in managing a team, fulfilling a leadership role
- Has a customer-first mindset and an advocate of excellent customer experience
- Able to manage ambiguity and challenges while maintaining a positive mindset and relationship with clients and stakeholders
Job Types: Full-time, Permanent
Pay: Php50, Php65,000.00 per month
Benefits:
- Company events
- Health insurance
- Opportunities for promotion
- Paid training
- Pay raise
- Promotion to permanent employee
Schedule:
- 8 hour shift
- Day shift
- Flextime
- Monday to Friday
Supplemental pay types:
- 13th month salary
- Bonus pay
- Commission pay
- Overtime pay
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