Customer Success Manager

MySigrid — Quezon City, National Capital Region, Philippines

Customer Success Manager

Location: Quezon City, National Capital Region, Philippines

Overview

The Customer Success Manager's primary duty is to ensure the needs of the client are understood and satisfied by working closely with the Executive Assistant. The Customer Success Manager is responsible for maintaining work quality, initiating continuous improvements, and promoting the values of MySigrid.

Responsibilities

• Build strong business relationships with accounts by ensuring client needs and expectations are consistently met and exceeded.
• Manage client complaints and resolve issues effectively and in a timely manner, turning challenges into opportunities for long-term partnerships.
• Manage client usage through proper planning and setting realistic expectations, including increasing usage of under-utilized accounts by working closely with the Executive Assistants.
• Leverage sales experience to identify and capitalize on growth opportunities within existing accounts, ensuring client satisfaction and increased revenue.
• Conduct sales calls to potential clients, effectively presenting MySigrid's offerings and converting leads into business opportunities.
• Promote MySigrid's values and help maintain a positive working environment for staff.
• Perform daily health checks on each account's mailboxes to ensure smooth operations.
• Provide immediate support to staff relevant to clients, including guidance on processes, SOPs, and daily operations.
• Assist and monitor staff in day-to-day management of work (inbox clean-up, task scheduling, time management).
• Assist and monitor staff in cases of mistakes and learning opportunities, ensuring incidents are promptly reported and resolved.
• Provide coaching and training to staff as needed to promote continuous improvement and professional development.
• Ensure the quality of work for all staff, including specialists, by conducting weekly quality audits in compliance with SOPs.
• Ensure client preferences and information are captured and stored securely, in line with SOPs and data protection policies.
• Identify process and knowledge gaps and offer short-term and long-term solutions to address them.
• Conduct initial checks of requested leave dates to avoid resource shortages, and forward for manager approval.
• Assist management in rolling out new processes, policies, or projects as required.
• Take on additional responsibilities to promote growth and foster continuous improvement within the team.

Requirements

• Highly organized
• Strong drive to succeed
• Excellent communication and interpersonal skills
• Demonstrate leadership qualities
• High computer literacy and ability to learn new software
• Knowledge of customer success processes
• Patient and an active listener

Qualification

• At least 1 year in a Customer Service/Success supervisory, team lead, or equivalent role

Benefits

• Competitive salary package
• Vacation leave and sick leave credits
• HMO Package for the employee and two dependents
• Reimbursable internet charges
• Comprehensive training and continuous learning advantages
• Opportunity to contribute to new technology and develop a high-end system that optimizes work processes
• Focus on work-life balance with partial remote work
• Opportunity to explore other areas of the business as you contribute to company growth
• Dynamic team of specialists with knowledge sharing
• Collaborative corporate culture aligned with core values: Integrity, Passion, Teamwork & Respect, Pro-activeness, Accountability, Determination

Co-Working days

Sigrid has co-working offices in Ortigas, BGC and Makati; the team meets at least once a month.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• IT Services and IT Consulting

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