Senior Customer Success Manager, High Touch

Senior Customer Success Manager High Touch

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 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 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 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

• Immediately escalating serious complaints or issues that you are not equipped to deal with
• Building good relationships with customers
• Resolving complaints and following up on resolutions
• Identifying customers' needs
• Following procedures and policies

QUALIFICATIONS

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

Customer Success Executive

Taguig, National Capital Region

Infobip

Posted today

Job Description

Infobip is a global leader in omnichannel engagement powering a broad range of messaging channels, tools and solutions for advanced customer engagement, authentication and security. Through 60+ offices on six continents, Infobip’s platform is used by almost 70% of the population, making it the largest network of its kind and the only full-stack cloud communication platform (cPaaS) globally. We serve both mobile network operators and enterprises, notably banks, social networks and corporations as well as non-profit organisations and public institutions.

Job Description :

Client Success Managers bridge between us and Customer, guiding customers through and from the sales process into the support phase. CSMs form a direct relationship with customers and provide them with timely value propositions to help customers grow and achieve goals while strengthening their relationship with the business.

From pre-sales to post-purchase, CSMs complete a variety of tasks and create a mutually-beneficial relationship for Infobip clients. Objectives include owning overall relationship with assigned clients, establishing trusted advisor relationships, maintaining customer success strategies, communicating with senior management, and maintaining customer success metrics.

Responsibilities :

• Own overall relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction
• Establish a trusted and strategic advisor relationship to drive continued value
• Maintain and develop customer success strategies and best practices
• Communicate effectively with internal and external senior management to understand needs
• Maintain existing customer success metrics and data

Qualifications :

• Flexible go-getters with experience in client success roles desired
• Ability to collaborate with a variety of stakeholders

Customer Success Manager

1229 Makati City, National Capital Region

iScale Solutions

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
• Conduct Regular Customer Success Reporting: Perform monthly and annual reviews
• Risk Management and Retention Strategies: Evaluate risk factors and implement preemptive measures
• Identify and Prioritize Service Enhancements: Based on feedback, trends and analysis
• Communicate findings to stakeholders
• Serve as liaison between customers and internal departments to relay feedback
• Assist and coordinate onboarding
• Proactive Management of Customer Success Activities
• Business Development and Expansion: Identify opportunities within existing accounts
• Collaborate with HR on expansion opportunities
• Employee Engagement and Relations: Promote customer-centric culture
• Facilitate employee relations to ensure satisfaction

Requirements :

• Knowledge of customer service practices
• Technical aptitude and ability to learn software quickly
• Experience with CRM
• Excellent verbal and written communication
• Strong interpersonal skills
• Ability to build rapport with organization and customers

Benefits : HMO on day 1 (with dependents upon regularization)

Admin Support/Customer Success/Escalations Specialist

Posted 377 days ago

Job Description

Permanent

This is a remote position.

Position Overview: As a Client Success Specialist (Escalations Specialist) at GetmyCourse, you will play a crucial role in maintaining and enhancing the relationship between students, GetmyCourse, and our partner RTOs. You will primarily focus on handling service recovery callouts, managing escalation calls, coordinating certificate releases, and ensuring accurate student allocations.

Key Responsibilities:

• Handle escalated customer issues with professionalism and efficiency to achieve satisfactory resolutions
• Conduct service recovery callouts to address and resolve student concerns promptly and effectively
• Coordinate with RTOs to ensure timely release of certificates and accurate allocation of students
• Maintain meticulous records of all escalations and resolutions for future reference and improvement
• Collaborate with operations to streamline processes and improve service delivery
• Monitor and manage the accuracy of processing cancellation refunds and certificate releases
• Act as liaison between students, RTOs, and internal departments

Position note: This is a remote position.

KPIs:

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

Qualifications and Skills:

• Proven experience in a client-facing role
• Attention to detail
• Ability to thrive in a fast-paced environment
• Strong interpersonal and communication skills
• Problem-solving mindset
• Team player and independent worker
• Track record of meeting performance targets

Benefits: WORK FROM HOME FOREVER + AU MORNING SHIFT, incentives and health insurance, international travel incentive

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