Senior Customer Success Professional

5 days ago


Manila, National Capital Region, Philippines Payfuture Full time

We are seeking an experienced Senior Customer Success Professional to join our team at Payfuture. As a Senior Customer Success Professional, you will be responsible for driving customer success and retention by leading a team of Customer Success Specialists and implementing strategies to improve team performance and processes.

Key Responsibilities:
  • Lead, mentor, and develop a team of Customer Success Specialists, ensuring high engagement and performance.
  • Conduct regular coaching sessions, performance evaluations, and career development discussions.
  • Foster a positive team culture that encourages collaboration, accountability, and continuous improvement.
  • Resolve escalated customer issues with professionalism and ensure timely resolution.
  • Support team members in managing customer relationships effectively, ensuring customer satisfaction and retention.
  • Reporting on team and individual KPIs to Customer Success Manager.
Requirements:

Education: Bachelor's degree in Business, Communications, Customer Service, or a related field (preferred but not required).

Experience: Minimum of 2-5 years of experience in a Customer Success or Customer Support role with at least 2 years in a supervisory or team lead position.

Skills & Competencies: Strong leadership, coaching, and team-building skills; excellent communication and interpersonal abilities; problem-solving mindset with the ability to handle difficult customer interactions.



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