Sr. Customer Success Manager

3 days ago

Cebu City, Central Visayas, Philippines XtendOps Full time

XtendOps Cebu, Central Visayas, Philippines

Sr. Customer Success Manager (Cebu)

About XtendOps Sr. Customer Success Manager

Objectives of this role
  • Elevate client experience with XO - Evaluate, recommend, and elevate client performance. Collaborate with operations to exceed key performance indicators by achieving over 100% of target goals.
  • Optimize XO Revenue - Evaluate and assess MSAs to enhance revenue generation by reducing unnecessary costs, leakages, and potential penalties related to service level and performance delivery.
  • Amaze XO Clients - Lead client engagement efforts to foster brand loyalty by participating in all business reviews. Serve as primary representatives during client visits, coordinating arrangements, bookings, entertainment, and hospitality for onsite clients.

This role directly reports to the Global Director of Customer Success.

ResponsibilitiesOperational Optimization:
  • Understand and optimize day-to-day XO operational rigor.
  • Ensure performance metrics are met.
  • Maintain a healthy revenue trajectory.
  • Minimize or eliminate potential leakages and penalties.
Client Relationship Management:
  • Collaborate with operations leaders to foster healthy client relationships and brand loyalty.
  • Address all client-related opportunities that hinder partnership success.
Client Requests:
  • Master MSAs and manage all client request-related items effectively.
Revenue Management:
  • Ensure revenue per program remains healthy through weekly synchronization with operations leaders.
Client Engagement:
  • Spearhead plans, preparations, coordination, and logistics for all enterprise-wide client visits, ensuring the XO brand is highlighted.
Business Presentations:
  • Master business presentations, highlighting XO plans and services to support all BPO and non-BPO client requirements.
Operational Rigor:
  • Maintain a full understanding of operational rigor and cadence.
  • Attend business reviews and present all takeaways to XO stakeholders.
Seniority Level

Mid-Senior level

Employment Type

Full-time

Industries

Outsourcing/Offshoring

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