Customer Success Associate/Manager

3 weeks ago

Makati, Philippines Trends Group Inc. Full time

Customer Success Associate/Manager – Trends Group Inc. Purpose The Customer Success Manager for subscription services is responsible for promoting customer loyalty by ensuring that customers successfully achieve desired outcomes through full adoption of provided subscription services. Drives end-to-end adoption cycle by partnering closely with sales accounts teams, delivery teams, partners, and other relevant resources. Responsibilities Customer Success Management: Develop trusted advisor-relationships with senior/strategic management, executive sponsors, and key influencers. Develop Customer Success Plans and Quarterly Success Reports. Conduct Quarterly Success Reviews and drive collaboration for progress toward outcomes. Ensure adoption activities align with internal business outcomes. Current Operational Discovery: Facilitate discovery activities to understand customers’ current operations in terms of people, process, and technology. Determine how the solution can address current challenges and improve efficiency and effectiveness. Document findings and provide recommendations. Adoption Management: Monitor usage data, evaluate enabled features, gather stakeholder feedback. Analyze usage, support, sentiment, and outcome metrics to identify barriers. Develop strategies to address barriers through communications, training, service optimization, and best practices. Lead development and delivery of measures and metrics to support assessment, reporting, and improvement of information security posture. Identify and drive end‑to‑end remediation of any security breaches or vulnerabilities. Build the organization’s information security capability. Qualifications Minimum Education: Bachelor’s degree in IT/Computer Science/Business Management or equivalent. Minimum Experience/Training: At least 2 years of working experience in B2B environments with preference for customer success, account management, implementation, sales, or consulting. Solid knowledge of SaaS business model and platforms such as CRMs (Salesforce, Hubspot), ERPs (SAP), collaboration and productivity platforms (O365, Citrix, Webex), analytics platforms (Tableau, Alteryx), and network management/monitoring tools (Cisco DNA, Meraki, Solarwinds). Working Conditions Willing to work in a highly collaborative environment. #J-18808-Ljbffr

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