Customer Success Manager

2 weeks ago

Manila, National Capital Region, Philippines SupportNinja Full time

We're obsessed with growth. From enabling companies to flourish, to helping careers bloom.

SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo.

SupportNinja is a new kind of BPO. Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management.

As a Ninja, you are guaranteed a culture dedicated to our core values: Employee Focused, Always Be Humble, Improve Everyday, Compassionate Candor, and Collectively Bring Joy.

SupportNinja is seeking an Customer Success Managers to join our growing Revenue Operations Team. This candidate will be an experienced professional with expertise in building client relationships, servicing and selling to customers with the ability to establish the new, foster the old, and handle the unique.

The ideal candidate is one who has experience with BPO industry, passionate about solving customer needs, simple and effective communications skills via phone and email, and able to set customer expectations which help set the mood for customer retention and is also adept at spotting churn risk and mitigating against this.

This position will support a customer base of accounts to ensure we retain and grow these customers. A key part of this role will be to identify and mitigate against early churn risks.

As a Customer Success Manager , your primary responsibility will be to cultivate strong relationships with our B2B clients, ensuring their successful onboarding, product adoption, and continued growth.

What does a day in the life of a Customer Success Manager look like?
  • Be a primary point of contact for your clients throughout the customer lifecycle, developing relationships with key stakeholders and maintaining a focus on driving business value from onboarding through renewal.
  • Assist new customers in effectively onboarding and providing training to the customer on the platform and establish clear client retention goals with each customer
  • Promote customer satisfaction and loyalty by demonstrating an understanding of their business needs and helping them achieve their objectives using SupportNinja solutions.
  • Ensure customers are supported to achieve the organization's objectives throughout their customer journey
  • Consistently and at every opportunity promote the value of the SupportNinja offering to our customers.
  • Provide valuable insights to customers by reviewing reports, analyzing data, and helping customers understand the impacts and relevance of the data to the organization's goals
  • Develop and nurture strong partnerships with customers
  • A large focus of this role will be to retain and grow this book of business.
  • Conduct trainings and outreach activities to engage and educate customers
  • Assist and resolve escalated chat support tickets and emails and always seek to improve our customer's experience with SupportNinja
  • Conduct annual reviews and manage account renewals
  • Exceeds performance targets for related KPI's
  • Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules
  • Collaborates with other departments as needed to resolve customer issues
  • Maintains a positive, empathetic, and professional attitude toward customers and colleagues at all times
  • Utilized CRM to keep track of key account data, opportunities, logging calls and relevant notes
  • Performs other duties as assigned
What are the required qualifications of a Customer Success Manager?
  • At least 3 years experience in a customer success or account management role
  • BPO experience is strongly preferred
  • Exceptional ability to communicate and foster positive business relationships
  • Previous customer service experience and/or Previous Account Management Experience/ Sales experience
  • Strong communication skills, both verbal and written
  • Strong attention to detail, critical thinking and problem-solving skills
  • Demonstrated experience in growing revenue in your previous role
Ninja Perks and Benefits

*Full time employees

● Adherence to government-mandated benefits

● Retirement Savings Program with Company Matching

● HMO on day 1

● Paid time off, birthday leave

● Bonus and incentive plans

● Opportunities for skills training and personal and professional development

● Employee Referral Program

● Beautiful office space (for onsite employees)

● Free lunch provided daily (for onsite employees)

Experience infinite fun so you can have infinite growth . Discover A Better Way to Grow Are you ready?

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

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