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Success and Retention Manager

2 weeks ago

Manila, National Capital Region, Philippines Locad Full time
Account Success Management

We're seeking an experienced professional to build strong merchant relationships and serve as their trusted advisor. This role involves monitoring fulfillment SLAs, addressing service gaps, and ensuring all operations and billing comply with contract terms and SOPs.

The ideal candidate will conduct monthly and quarterly business reviews to analyze sales trends, fulfillment performance, shipping efficiency, and financials. They'll identify upselling and cross-selling opportunities, drive revenue growth through new services, channels, and markets, and validate invoices, track payments, and follow up on overdue collections.

What We're Looking For
  • 2+ years of experience in Customer Success, Account Management, or Operations (preferably in e-commerce, logistics, or fulfillment)
  • Strong problem-solving skills with a proactive and solutions-oriented mindset
  • Ability to manage escalations effectively and provide root cause analysis
  • Excellent communication and relationship-building skills
  • Experience with contract management, SLAs, and billing reconciliation
  • Proficiency in Excel, CRM tools, and ticketing systems