Customer Success Manager

2 weeks ago

Makati City, National Capital Region, Philippines CloudPay Full time

Our fast growing team in PH are looking for an experienced Customer Success Manager. Customer Success Management is CloudPay's bridge between our customers and the CloudPay organisation.

The successful candidate will work directly with our customers to enhance their overall user experience and work one-on-one with customers to build the customer relationship, engage key stakeholders at all levels and most importantly supporting customers to achieve their business.

"Customer Success Management is CloudPay's bridge between our customer and the CloudPay organization and able to work collaboratively with Cloudpay global payroll operations team."

Daily Duties and Main Responsibilities will include:

  • Stand as CloudPay single point of contact facing the Client for a Global Payroll Managed Service solution.
  • Ensure the appropriate transition from the setup of the new client to the service model including the usage of consolidated Services systems (Reporting, Invoicing, KPI, etc)
  • Ensure the coordination to the Service Partners in triggering, track progress and closing the service delivery either with in-house or with external Service Payroll providers.
  • Facilitate Client to adopt consolidated services and to move into a centralization model.
  • Monitor and manage the Client relationship and satisfaction at headquarters level.
  • To solve potential issues that may prevent the satisfactory and timely completion of the global services.
  • Develop, produce, and monitor a master service schedule to ensure timely achievements of all deliverables.
  • Visiting the client at least once a year to increase customer intimacy.
  • Create account plans for these bigger clients to Manage the client as a whole.
  • To act on the client demands and trigger actions, track progress and close the service delivery.

Attributes and Experience Required:

  • Proven Customer Success Management/Account management/ strategic planning experience
  • Knowledge / experience with Human Capital Management (HCM) or payroll applications is essential.
  • Ability to engage at C-Level
  • Demonstrable experience in a similar Customer Success role (Consulting or Account Management) that includes issue resolution and escalation management at both operational and executive levels.
  • Proven ability to collaborate and build strong relationships with customers especially at the Executive level.
  • Proven ability to engage across corporate functions (Sales, Managing Partners, Marketing, Customer Support and Product Management)
  • Excellent verbal, presentation, and written communication skills, including the ability to chair meetings and host webinars.

Package and Benefits:

  • Competitive annual salary and benefits package
  • 18 days annual leave plus public holidays
  • Birthday leave
  • Earned Wage Access (via CloudPay Now app)
  • 10 days sick leave
  • HMO
  • Personal and professional development opportunities
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