Customer Success Manager

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. Over the last 10+ years, we’ve grown into an Engineering Powerhouse with 60+ offices in 6 continents and over 2,000 experts, aiming to change the way the world communicates. 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.

Responsibilities and expectations for Client Success Manager include developing customer relationships that promote retention and loyalty, guiding customers through and from the sales process into the support phase, and maintaining high levels of customer satisfaction. From pre-sales to post-purchase, CSMs complete a variety of tasks and create a mutually-beneficial relationship for Infobip clients.

Responsibilities

• Own overall relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and customer satisfaction.
• Establish a trusted, strategic advisor relationship to drive continued value of products and services.
• Maintain and develop customer success strategies, best practices, and customer support content with the creative team.
• Communicate effectively with internal and external senior-level management to understand customer needs and growth opportunities.
• Maintain existing customer success metrics and data as directed.
• Advocate for the company and act as a bridge between customers and internal departments to ensure a long-lasting, mutually beneficial relationship.

Qualifications

• Experience in a client-facing role, preferably in customer support or client success.
• Strong attention to detail and ability to manage multiple priorities in a fast-paced environment.
• Excellent interpersonal and communication skills, both written and verbal.
• Problem-solving mindset with the ability to think strategically and execute tactically.
• Track record of meeting and exceeding performance metrics and targets.

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 play a crucial role in maintaining and enhancing the relationship between students, GetmyCourse, and our partner RTOs. You will 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 the operations team to streamline processes and improve service delivery.
• Monitor and manage the accuracy of processing cancellation refunds and certificate releases.
• Act as a liaison between students, RTOs, and internal departments to ensure smooth communication and operations.

KPIs:

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

Qualifications and Skills:

• Proven experience in a client-facing role, preferably in customer support or client success.
• High attention to detail and accuracy; capable of managing multiple priorities.
• Strong interpersonal and communication skills, both written and verbal.
• Problem-solving mindset with the ability to think strategically and execute tactically.
• Ability to work collaboratively in a team and independently when needed.
• Track record of meeting and exceeding performance metrics.

Benefits

• Work from home “forever” + AU morning shift
• Incentives and long-term projects in a growing industry
• Health Insurance (after 1 year)
• International travel incentives

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