Customer Success Manager

2 weeks ago


Quezon City, National Capital Region, Philippines Beacon Solutions, Inc. Full time

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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