Customer Success Specialist

Found in: Talent PH S2 - 2 weeks ago

Makati, Philippines Shell Business Operations - Manila Full time

Shell Business Operations (SBO) Manila forms the operational backbone of business processes that help deliver Shell's business solutions across the globe. We are focused on driving excellent corporate performance in Finance, Human Resources, Customer Service, Order-to-Delivery, and Contracting and Procurement. Diversity is key at SBO Manila, and our employees reflect the innovation that stems from a diverse workforce. By joining the company, you will benefit from an industry-leading development program that will see you tap into a pool of expert knowledge that will help propel your career.

An innovative place to work

There's never been a more exciting time to work at Shell. Everyone here is helping solve one of the biggest challenges facing the world today: bringing the benefits of energy to everyone on the planet, whilst managing the risks of climate change.

Our business has been built on a foundation of innovative technology and skilled employees. By providing energy to sustain people's lives for more than a hundred years, Shell has become one of the world's leading companies.

Join us and you'll be adding your talent and imagination to a business with the ambition to shape the future. At Shell, everyone does their part.

An inclusive place to work

Shell is working to become one of the most diverse, equitable, and inclusive organizations in the world. We are taking steps to create an environment where everyone - from our employees, to our customers, partners, and suppliers - feels valued, respected, and has a strong sense of belonging.

To achieve this, we must ensure all people are treated fairly, irrespective of their race, color, religion, age, gender, sexual orientation, gender identity, marital status, disability, ethnic origin, nationality, or other status.

To power progress together, we need to attract and develop the brightest minds and make sure every voice is heard. Here are just some of the ways we are nurturing an inclusive environment - one where you can express your ideas, extend your skills, and reach your potential.

We're closing the gender gap - whether that's through action on equal pay or by enabling more women to reach senior roles in engineering and technology.

We're striving to be a pioneer of an inclusive and diverse workplace, promoting equality for employees regardless of sexual orientation or gender identity.

We consider ourselves a flexible employer and want to support you finding the right balance. We encourage you to discuss this with us in your application.

A rewarding place to work

Combine our creative, collaborative environment and global operations with an impressive range of benefits and joining Shell becomes an inspired career choice.

We're huge advocates for career development. We'll encourage you to try new roles and experience new settings. By pushing people to reach their potential, we frequently help them find skills they never knew they had, or make career moves they never thought possible.

Customer Operations is in its journey to provide the best in market customer experience for our Customers and Business Partners in Shell. We create the great place for commercially minded individuals who thrive working with customers and who want to growth their experience in agile, digital and e-commerce initiatives.


We have a collaborative, flexible, dynamic and very supportive working culture where every single one of us is determined to make a difference, to go the extra mile because it's our job, every day, to make our customers' experiences with Shell.


We believe in creating an inclusive culture and work environment where you can thrive, innovate and develop but most of all, be yourself.

Where You Fit In
Customer Success Specialist (CSS) is empowered to manage customer experience, relationship and satisfaction across the end-to-end journey of our customers. This job sits across the Deal Management and Order to Cash forming a critical part of the Customer Fulfilment Cycle. It delivers end-to-end customer support, from contract and account set-up, through to order and payment. CSS provides Consistent, Adaptive, Reliable and Easy experiences to our customers.
What is the Role
As a Customer Success Specialist, you will be accountable for a certain customer portfolio to take ownership, drive accountability, and demonstrate and communicate improvements for our customer journey. This is a key enabler to drive best-in-class CX and to ensure maximum customer-centricity.

This role may focus on some or all the accountabilities below, depending on the respective business size and complexity:

  • Deal Management (accountable for Bid and Tender, Contract Management, Pricing, Master Data, Data Integrity Management, enforcing company's policy and contracts, Ensuring compliance)
  • Order to Cash (responsible for Order Management, Touchless Support and Set-up, Dispute Management, Credit Management, ensuring invoices are correct and paid on time, building strong relationships and creating partners (customers) for life, understand customer's issues and to drive resolution and improvements)
  • Sales Support (Manage existing customer portfolio of business, Manage customer relationship virtually, Analyst P&L reports and identify, manage areas of underperformance, Champion the SPANCOP sales process with a strategic mindset, Manage key sales process steps as agreed with respective business, Data-driven sales recommendation)

What We Need from You
Critical to the success of this role is to demonstrate strong Customer Language Proficiency and experience in managing Customer Relationship and Customer Success.
Additionally, you will have:

  • Working proficiency in English
  • Strong Communication and Influencing skills
  • Previous experience in data Analytics & Insights and Digital environment
  • Demonstrated ability and commitment to build Customer Success
  • Knowledge of Customer Centric Design
  • A good understanding of Commercial & Economic Acumen and Value Chain methodology
  • The ability to lead and drive Continuous Values
  • Attention to details when dealing with Data Management and high focus on Compliance
  • Proven experience in Contract Management

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