Professional Customer Advocate

2 days ago

Baguio City, Cordillera, Philippines beBeeCustomerSuccess Full time $800 - $1,300
Customer Success Manager Job Description

The primary role of a Customer Success Manager is to foster trust with customers and provide them with the best possible experience navigating our vast offering.

Through a clear understanding of their customer's objectives, the CSM can activate a large range of internal and external capabilities to alleviate any pain point, align expectations, as well as help draw and deliver on an appropriate collaboration roadmap.

This position involves supporting customers by finding solutions to ticket requests, enriching documentation about problem solving, Q&A, onboarding materials, and driving campaigns targeting multiple customers through digital touch-points and activities.

Identify high potential as well as high risk customers from newly onboarded users or customers, onboard new customers and introduce them to our products and support processes, collaborate with Sales and Support in developing and delivering engagement plans that fulfill the customer's objectives, engage with your portfolio of customers to ensure risk identification, collect feedback from customers and format them for review by the product team.

Key Responsibilities:

  • Support customers by finding solutions to ticket requests
  • Enrich documentation about problem solving, Q&A, onboarding materials
  • Drive campaigns targeting multiple customers through digital touch-points and activities
  • Identify high potential as well as high risk customers from newly onboarded users or customers
  • Onboard new customers and introduce them to our products and support processes
  • Collaborate with Sales and Support in developing and delivering engagement plans that fulfill the customer's objectives
  • Engage with your portfolio of customers to ensure risk identification
  • Collect feedback from customers and format them for review by the product team

Required Skills and Qualifications:

  • Customer-facing experience
  • An empathetic individual with a natural drive to help others
  • Passion for technology, infrastructure and Ubuntu in particular is a must
  • Excellent presentation skills
  • Strong organisational skills, ability to structure and constantly update documentation
  • A team player capable of interacting with all departments internally

Benefits Package:

  • Distributed work environment with twice-yearly team sprints in person
  • Personal learning and development budget of USD 2000 per year
  • Annual compensation review
  • Recognition rewards
  • Annual holiday leave
  • Maternity and paternity leave
  • Employee Assistance Programme
  • Opportunity to travel to new locations to meet colleagues from your team and others
  • Priority Pass for travel and travel upgrades for long haul company events

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