High Touch Account Manager

1 day ago

Cebu City, Central Visayas, Philippines beBeeCustomer Full time $100,000 - $150,000
Job Overview

The Senior Customer Success Manager plays a critical role in driving customer satisfaction and maximizing customer value. This position is responsible for managing a portfolio of accounts, serving as an on-demand CSM, and leading the engagement throughout the customer lifecycle.

Key Responsibilities:

  • Manage named accounts accountable for engagement and satisfaction over the lifetime of the customer.
  • Establish key relationships within the customer, ensuring regular check-ins to understand and address client needs and concerns.
  • Develop strong relationships with key buyers and influencers in customer accounts and leverage these during the lifetime of the customer.
  • Partner with the customer to build a joint plan for success, maintaining a detailed understanding of customer's business to achieve high levels of customer satisfaction, engagement, adoption of technology.
  • Deliver an outstanding customer experience to support our brand promise of delivering superior outcomes and to facilitate the cross sell and upsell of services and products.
  • Monitor customer analytics and KPIs to reinforce the value of the solution and identify areas to improve customer experience and optimize the solution.
  • Conduct regular business reviews, clearly articulating the specific value of the solution and progress on specific customer milestones and goals.
  • Coordinate activities of associated roles across onboarding, sales, product operations, services, and renewals to ensure smooth handoffs and optimal customer experience.
  • Sustain business growth and profitability by maximizing value, driving usage, adoption, upselling services, and reducing churn.
  • Act as an escalation point for high-impact customer issues when necessary, ensuring appropriate teams are engaged for quick resolution.

Requirements:

  • At least 5 years' experience in customer success roles, additional experience in customer support, sales, or business development is a plus.
  • Exceptional ability to communicate and foster positive business relationships, and comfortable being accountable for driving success with customers.
  • Experience of translating customer issues and needs into business or solution requirements.
  • Ability to be seen as a trusted advisor to senior executives in large organizations and able to build strategic account plans.
  • Excellent organizational skills and ability to establish milestones and keep project plans on task.
  • Able to explain the benefits of different technologies, strong knowledge an advantage.

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