Customer Success Manager

About Us
HelloConnectHelloConnect is a subsidiary of HelloFresh, founded to address years of challenges faced in its own customer care. Leveraging our extensive experience in developing customer care tailored to the immediate needs of HelloFresh, our solutions are hyper-focused on serving high-growth companies. Located in Manila, Philippines, we are now making this service available to other companies to benefit from our experience, scale, cost savings, and service level improvements.
Job Description
We are looking for a Customer Success Manager to join our growing BPO company. You will play a crucial role in optimizing how our growing client base's customer service teams are on-boarded and operationally managed to ensure each client is delighted by the customer service we provide. By ensuring high performance, consistently good KPIs, and outstanding customer satisfaction standards, you will contribute directly to the retention and growth of our client base. By gaining a deeper understanding of the clients and their customers, you will also contribute to process improvement projects by collaborating with our clients and suggesting new features and processes.

Responsibilities and duties

• Work closely with the Head of Client Operations, CSM, Training Manager, and Team Leaders to assist in winning business and ensuring successful customer service trial periods.
• Provide responsive, empathetic, and outstanding support continually to our clients, including through weekly performance meetings, attending training and providing process improvement consultations
• Work closely with Team Leaders in order to oversee and be responsible for customer service teams' KPI metrics with a focus on acting quickly to ensure contractual KPIs are always delivered
• Onboarding new campaigns
• Ensure clients and their wider teams are correctly on-boarded and supported at HelloConnect
• Identify areas of improvement and recommendations across customer service processes to individual team members' workflows
• Provide weekly KPI reports and presentations to clients as well as ad hoc deep dives
• Be a team member champion and embody HelloConnects core values to ensure happy and successful customer service teams.
• Ensure clients are 100% satisfied

Skills and preferred qualifications

• 2+ years of leadership experience as an Account Manager where you were responsible for your client's relationship and success
• Outstanding organizational, communication, and presentation skills
• Hands-on experience in channel & operations management.
• Strong client relationship and interpersonal skills who demonstrate empathy and commitment to the client
• Good experience in Customer Success, consulting, business development, or any sales role.
• Ability to handle contract management.
• Proficiency in Customer Retention and delivering customer success.

Job Expectations:

Must be amenable to working night shift/ shifting schedules, weekends, and holidays depending on business needs.

• Must be amenable to work onsite in Taguig (Hybrid set-up

Why work for us?
At HelloConnect, you'll join an organization that values innovation and leverages cutting-edge technology to transform customer experiences. With a collaborative culture, continuous learning opportunities, and a customer-centric focus, you'll contribute to impactful projects that drive business success. Upholding ethical standards and promoting diversity and inclusion, HelloConnect fosters a positive work environment. Your well-being is prioritized through comprehensive benefits and perks. Join us to shape the future of digital experiences and make a difference in the lives of our clients and their customers.