Customer Success Manager

Customer Success Manager

Location: Antipolo, Philippines

Job Description

Permanent

A customer success manager is responsible for developing customer relationships that promote retention and loyalty. Building and maintaining strong relationships with the customers and its employees implementing and supporting customer solutions.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Build Strong Customer Relationships: Cultivate enduring relationships with customers through regular communication and personalized interactions.
• Resolve issues promptly by offering tailored solutions aligned with individual customer needs.
• Conduct Regular Customer Success Reporting: Perform monthly and annual customer success reviews to proactively address issues and ensure alignment with customer objectives.
• Risk Management and Retention Strategies: Evaluate risk factors for each customer and implement preemptive measures to prevent dissatisfaction or attrition, optimizing customer and employee retention throughout the lifecycle.
• Identify and Prioritize Service Enhancements: Identify and prioritize service updates based on customer feedback, market trends, and competitive analysis; communicate findings and recommendations to key stakeholders.
• Serve as the liaison between customers and internal departments (e.g., Human Resources & Recruitment, Facilities, Finance) to relay feedback and insights effectively.
• Assist and coordinate the customer onboarding process to ensure seamless transitions and positive initial experiences.
• Proactive Management of Customer Success Activities: Manage and coordinate all customer success initiatives to ensure consistent delivery of exceptional service and drive improvements.
• Business Development and Expansion: Identify and capitalize on new business opportunities within existing customer accounts; collaborate with HR to identify expansion opportunities.
• Employee Engagement and Relations: Promote a customer-centric culture and align strategies with employee engagement and talent management initiatives; address internal challenges impacting satisfaction or retention.

Requirements

• Knowledge of customer service practices
• Technical aptitude and ability to learn software quickly
• Experience with CRM (Customer Relationship Management)
• Excellent verbal and written communication skills
• Strong interpersonal skills; ability to build rapport within the organization and with customers

Benefits

• HMO on day 1 (with dependent coverage upon regularization)

Customer Success Officer

Location: Makati, National Capital Region

Company: ILLIMITADO, INC. (Posted today)

Job Description

Overall responsibility of perfect implementation of all client payroll rules; stay updated on changing DOLE rules and update software accordingly; run payroll for clients; develop Excel backups; automate payroll on the HCMS for current clients; handle data migration; ensure successful onboarding and implementation of our HCMS for all clients; collaborate with internal and client teams to resolve roadblocks; define project plans and ensure timelines are met; interact with clients including site visits and maintain rapport; resolve client concerns post-implementation; promote client loyalty; understand client payroll rules and policies during implementation; calibrate with client on rule application; highlight discrepancies; ensure rules can be deployed in software; highlight customization requests; cross-check automated payroll with Excel; provide ongoing client support; additional duties as assigned.

Qualifications :

• At least 2 years experience as Customer Success Officer in a SaaS company leading at least 5 Implementation Analysts
• At least 2 years experience in software implementation
• At least 2 years experience in calculating payroll for multiple clients
• Knowledge of updated DOLE rules
• Advanced MS Excel skills
• Willing to travel for business trips
• Strong analytical and planning skills
• Good communication and presentation skills

Job Types : Full-time, Permanent

Benefits :

• Flexible schedule
• Health insurance
• Opportunities for promotion
• Pay raise
• Promotion to permanent employee

Schedule :

• 8 hour shift
• Day shift
• Flexible shift

Supplemental Pay :

• 13th month salary
• Overtime pay

Customer Success Agent

Posted today

Job Description

Key responsibilities include building relationships with customers, resolving complaints, identifying customer needs, and following procedures and policies. Qualifications: Bachelor’s degree may be advantageous; experience in customer service; strong telephone etiquette; familiarity with CRM tools; excellent communication; ability to manage multiple tasks; adaptability to different personalities.

Customer Success Executive

Location: Taguig, National Capital Region

Company: Infobip (Posted today)

Job Description

Infobip is a global leader in omnichannel engagement. Client Success Managers bridge between Infobip and customers, guiding them from pre-sales to post-purchase; maintain relationship with high-level clients to ensure satisfaction and deliver value; own overall relationship with assigned clients including onboarding, implementation, training, adoption, retention, and satisfaction; establish a trusted advisor relationship; maintain customer success strategies and metrics; communicate with internal and external senior management; KPI: maintain customer success metrics and data.

Responsibilities include advocating for the company, onboarding new customers, following up on renewals, building relationships between customers and support teams, and being the voice of the customer. Qualifications emphasize flexibility, go-getter attitude, and alignment with Infobip values.

Admin Support/Customer Success/Escalations Specialist

Posted 377 days ago

Job Description

Permanent; remote position.

Position Overview: As a Client Success Specialist (Escalations Specialist) at GetmyCourse, you will maintain and enhance relationships between students, GetmyCourse, and partner RTOs; handle service recovery callouts, escalation calls, coordinate certificate releases, and ensure accurate student allocations; maintain records; collaborate with operations to improve service delivery; monitor cancellations and refunds; act as liaison between students, RTOs, and internal departments.

Key Responsibilities: Handle escalated issues, conduct service recovery callouts, coordinate certificate releases, maintain meticulous records, work with operations to streamline processes, manage refunds and cancellations, and ensure smooth communication among stakeholders.

KPIs: Count of positive reviews; accuracy of cancellation refunds; certificate releasing timelines.

Qualifications and Skills: Proven client-facing experience; attention to detail; ability to work in fast-paced environment; strong interpersonal and communication skills; problem-solving; team collaboration and independent work capability; track record of meeting performance metrics.

Benefits: Work from home permanently; morning shift in AU; incentives including hotel buffet access; health insurance after 1 year; international travel incentive; positive culture.

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