Senior Manager, Customer Success

Customer Success Manager — iScale Solutions

Makati City, National Capital Region

Posted 446 days ago

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 within the organization.
• Serve as the liaison between customers and internal departments (e.g., Human Resources & Recruitment, Facilities, Finance) to relay customer 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 and activities to ensure consistent delivery of exceptional service and drive ongoing enhancements to the customer experience through feedback-driven improvements and best practices.
• Business Development and Expansion: Identify and capitalize on new business opportunities within existing customer accounts. Collaborate with HR to identify potential customer expansion opportunities through employee referrals or workforce planning initiatives.
• Employee Engagement and Relations: Promote employee engagement by fostering a customer-centric culture within the organization. Collaborate with Human Resources to align customer success strategies with employee engagement and talent management initiatives, ensuring that employee engagement programs support and enhance customer success goals and objectives. Facilitate employee relations by addressing any internal challenges or concerns that may impact customer satisfaction or retention.

Qualifications

• Knowledge of customer service practices
• Technical aptitude and ability to learn software programs 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 add dependents upon regularization)

Customer Success Officer — ILLIMITADO, INC.

Makati, National Capital Region

Posted today

Job Description

Overall responsibility of perfect implementation of all client payroll rules. Stay updated on changing DOLE rules and updating the software accordingly. Runs payroll for clients. Develop Excel back-ups for calculation. Automate payroll on the HCMS for all current clients. Handles existing and new client’s data migration. Ensure successful On-boarding and Implementation of our Human Capital Management Software (HCMS) for all Clients. Work with other teams internally and at client’s end to ensure roadblocks are getting resolved. Define the project plan for each implementation and ensure all timelines are met. Interact with clients including site visits for implementation and maintain a good rapport. Ensure timely resolution of all client concerns post implementation. Promotes client loyalty. Obtain understanding of client payroll rules and policies during implementation. Calibrate with the client on how each rule and policy is to be applied using historical payroll calculation by the client. Highlight any discrepancies in historical calculation to the client. Confirm the client rules can be deployed in the software. Highlight any customization request by the client. Cross check automated payroll with Excel calculations. Provide ongoing support to client. Such other duties as may be designated or assigned by the Company as may be made known to you.

Qualifications :

• At least 2 years experience as Customer Success Officer in a Software as a Service Company leading at least 5 Implementation Analyst
• At least 2 years experience in software Implementation
• At least 2 years experience in calculating payroll for multiple clients
• Knowledge of updated DOLE rules
• Advance MS Excel Skills
• Willing to travel for business trips to meet clients
• Strong analytical and planning skills
• Good communication and presentation skill

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 escalating serious complaints, building relationships with customers, resolving issues, identifying needs, and following procedures and policies.

Qualifications

• Bachelor’s degree in Business, Communications, or related field (advantageous)
• Experience in Customer Service
• Strong telephone etiquette
• Familiarity with CRM tools
• Excellent communication skills
• Ability to manage multiple tasks and adapt to different personalities

Customer Success Executive — Infobip

Taguig, National Capital Region

Posted today

Company description and role overview provided. Client Success Managers bridge between us and customers, guiding them through sales to support, maintaining relationships with high-level clients, and ensuring satisfaction and retention. Responsibilities include onboarding, implementation, training, adoption, and strategic communications with internal/external stakeholders. Objectives include owning client relationships, establishing advisory relationships, maintaining success metrics, and advocating for the voice of the customer.

• Own overall relationship with assigned clients
• Onboard and implement client success strategies
• Drive adoption and retention
• Communicate with internal/external senior management
• Maintain success metrics

Qualifications

Infobip seeks flexible go-getters with experience in client success; specifics not fully enumerated here.

Admin Support/Customer Success/Escalations Specialist

Posted 377 days ago

Job Description

This is a 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. Focus on handling service recovery callouts, managing escalation calls, coordinating certificate releases, and ensuring accurate student allocations.

Key Responsibilities:

• Handle escalated customer issues to satisfactory resolutions
• Conduct service recovery callouts
• Coordinate with RTOs for timely certificate releases and accurate student allocation
• Maintain records of escalations and resolutions
• Collaborate with operations to streamline processes
• Monitor processing cancellations and certificate releases
• Act as liaison between students, RTOs, and internal departments

KPIs:

• Count of Positive Reviews
• Accuracy of Cancellation Refunds
• Certificate Releasing

Qualifications:

• Experience in a client-facing role in customer support or client success
• High attention to detail
• Ability to manage multiple priorities
• Strong interpersonal and communication skills
• Problem-solving mindset
• Track record of meeting performance metrics

Benefits:

• Work from home permanently + AU morning shift
• Incentives and travel opportunities
• Health Insurance (after 1 year)
• Fun and encouraging culture
• All expenses paid international travel incentive

Note: This listing includes job details and benefits; it is not exhaustive of all requirements and duties.

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