Customer Success Manager

3 weeks ago

Manila, National Capital Region, Philippines StoreHub Full time
Are you driven, results-oriented and a team player? With 17,000+ retailers and restaurants in over 15 countries, StoreHub is on a mission to enable everyone, big or small, to build successful businesses. At StoreHub, we're building a dream team whereby all of your colleagues are extraordinary at what they do and are highly effective collaborators. It is in such a team that you learn the most, perform your best work, improve the fastest, and have the most fun. If this is a journey you'd like to embark on, keep reading In the Customer SuccessManagerrole, you'd be responsible for ensuring customers are using the StoreHub platform effectively and maximising on our robust features to guarantee they get the most value. You don't need to be an expert or know everything about our industry (even we don't). But the work is challenging, fast paced, and always on the bleeding edge. So, we're looking for someone with a curious mind, a strong drive to make things happen, and a passion to keep improving yourself. What you will do:
  • Build and maintain relationships with customers to maximise product feature adoption and satisfaction
  • Analyse customer use cases to improve product adoption and customer retention
  • Advocate customer needs/issues cross-departmentally
  • Monitors Merchant's adoption journey and serves as their guide for success
  • Maintain customer engagement with a focus on customer satisfaction and increasing adoption
  • Answers customer inquiries about best practice content or general needs
  • Proactively spotting and correcting issues that could affect customer satisfaction or retention
  • Refers customers to expert resources as needed
How you will need to be:
  • 2-3 years of demonstrated success in Account Management with a focus on negotiating contracts
  • Strong negotiation and objection-handling skills
  • Process management, financial acumen, and adherence to policy.
  • Excellent customer management skills
  • Agility in reacting and adapting to potential rapid shifts in priorities and organizational policies.
  • Familiarity with enterprise CRM or customer service applications would be a plus.
  • Proactive approach towards taking on additional tasks or pilot projects for departmental or organizational benefit.
  • Familiarity using the following tools is a bonus: Intercom, Aircall, Salesforce, Chargebee
  • Open to working onsite in Makati
What makes working at StoreHub awesome (and refreshing): Our people - for realStoreHubbers are some of the smartest and most interesting people you can work with. Expect to do a lot of peer-learning. Culture of Candour.We embrace directness, hate bureaucracy, and move fast. If you're tired of 'corporate nonsense' you'll feel right at home. Cutting edge tools.If something can be automated, we'll make it happen. You will be introduced to many different tools we use that support everyday tasks, so that we can focus our minds on the kind of work that matters. Impact not just effort.We recognize that results are not tied to the number of hours worked. There's no reward for long hours with poor results and no penalty for leaving on time if your work is excellent. To be great, most of us have to put in considerable effort, but we don't measure contribution by hard work or long hours. CHANGE.Our core values are super important to us. The more you resonate with them, the more you'll find yourself a good fit.
  • Communicate for Clarity
  • Humble and Hungry
  • Authentic but not an *sshole
  • Nimble and Quick
  • Growth Mindset
  • Efficiency and Excellence
We do have all the other cool perks too:
  • Apple MacBooks for everyone to help you do your best work
  • Comprehensive healthcarebenefitswith our HMO Plan
  • Career development and mentorship
  • Cutting edge tools. You will be introduced to over 20 different tools we use that support basic tasks, so that we can focus our minds on the kind of work that matters.
We are an equal-opportunity employer and value diversity at StoreHub. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, marital status, veteran status, or disability status.
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