Customer Success Manager

1 week ago

Taguig, National Capital Region, Philippines Globe Telecom, Inc. Full time

Time left to apply End Date: December 31, 2024 (5 days left to apply)

Job requisition id R0000014149

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description

The Customer Success Manager is responsible for customers fully realizing the benefits from the products and services they acquired from Globe. He/She acts as a trusted advisor and consultant to the C-Suite of customers on best people and process practices, reference cases, technology trends, potential vendors, organizational strategies, and available products in the market to meet the ICT and connectivity aspirations of customers. He/She uses a range of tools to help customers fully adopt Globe ICT and connectivity products and services as he/she guides customers and the Globe account team on renewal and expansion activities.

The role demands versatility in engaging a spectrum of customer realities which may require a combination of technical, analytical, creative, and business skills, effective communication, strategic planning, and data insight generation and analysis. Additionally, it may entail mentoring junior staff and overseeing administrative functions to ensure efficient operations.

DUTIES AND RESPONSIBILITIES:

  1. Strategic Customer Success Management: Focuses on customer success in engaging Globe through the optimal adoption of Globe products and services; understands the customer's goals, aspirations, journey, and strategies; earns the 'trusted advisor' status with customers over time and ultimately is able to influence churn reduction and business expansion and Globe advocacy by the customer.
  2. Customer Lifecycle Management: Works with the customer account team to ensure customers are able to fully adopt Globe products and services acquired, are able to renew and expand their product and service acquisitions and subscriptions in a manner that is consistent with the customer's strategic goals and brings the customers to become true advocates of Globe.
  3. Champion Customer-Centric Initiatives: Works with different internal groups to align their activities around the customer's goals and objectives while lending expertise to the functional teams. Identifies opportunities for business expansion through tailored product solutions.

REQUIREMENTS:

Work Experience: At least 10 years of relevant experience in Customer Success, Account Management, Service Delivery, B2B ICT Sales, or related field.

Level of Knowledge: Has the ability to manage stakeholders (including Globe internal and customer Senior Executive Level). Ideally, a candidate who has a proven track record in program governance and management. An intermediate level of knowledge in financial analysis is an advantage.

Education: Bachelor's Degree in related fields such as Business Administration, Marketing, Management, or relevant industry-specific degree; Preferably a Master's Degree such as an MBA.

Certification/License: Certifications in Cloud, BAS, Cybersecurity, Connectivity is an advantage.

Equal Opportunity Employer: Globe's hiring process promotes equal opportunity to applicants. Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Make Your Passion Part of Your Profession. Attracting the best and brightest talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.

About Us

Globe Telecom, Inc. (Globe) is the leading Telecommunications company in the Philippines and the purveyor of the Filipino digital lifestyle. We provide cellular, broadband, and mobile data services by focusing on enriching our content offerings amid customers' growing preference for multimedia platforms across multiple screens and devices. We want to enrich lives through communications by simplifying technology, so that we bring customers closer to what matters most.

Globe was also recognized as one of the Top companies to work for in Asia by Asia Corporate Excellence & Sustainability (ACES) Awards and Best Employer in the Telco category by Stevie's New York.

Our principal shareholders are Ayala Corp. and Singtel, both industry leaders in their respective countries and in the region. We are also a member of Bridge Alliance, Asia Pacific's leading mobile alliance of 36 mobile carriers.

Purpose: In everything we do, we treat people right to create a Globe of Good.

Vision: We see a Philippines where families' dreams come true, businesses flourish, and the nation is admired.

Mission: We create wonderful experiences for people to have choices, overcome challenges, and discover new ways to enjoy life.

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