Business Relationship Manager

10 hours ago

Manila, National Capital Region, Philippines beBeeAccount Full time ₱30,000 - ₱60,000

Customer Success Professional

In this role, you will be responsible for managing customer relationships and ensuring their satisfaction. Your primary goal is to provide comprehensive support to stakeholders and maintain strong connections with them.

This position requires a high level of communication skills, both verbal and written. You must be able to effectively convey internal and external voices to various audiences. Experience leading meetings and regular cadences, quarterly and annual customer success reviews, is essential for this role.

You will work closely with the Customer Success team to address customer concerns promptly and efficiently. As a result, you must be proactive in your approach and willing to adapt to new situations. Additionally, you should have strong problem-solving skills and be able to analyze complex issues to find effective solutions.

Key Responsibilities:
  • Develop and maintain strong relationships with stakeholders to ensure customer satisfaction.
  • Provide inbound retention support and reactive account management services to mitigate customer churn and foster loyalty.
  • Act as an account champion by proactively engaging clients through outbound communication and management efforts.
  • Gather customer feedback and share valuable insights with internal teams to drive improvement initiatives.
  • Work with CSMs to address various account-related inquiries, including contract details, device returns, and shipping concerns.
  • Facilitate and coordinate financial responsibilities, such as processing refunds and managing tax exemption requests.
  • Assist with account renewals by preparing comprehensive pricing sheets outlining current entitlements and billing information.
  • Review, audit, and advise on churn and downsell situations to ensure accurate and complete information before submitting for approval.
  • Enhance customer relationships by building trust, addressing unique needs, and seeking opportunities to exceed expectations.
  • Monitor customer health scores, identify potential risks, and develop tailored strategies to promote account growth and improve customer satisfaction.
  • Maintain accurate and up-to-date customer records in the CRM system to ensure seamless communication and handoffs between internal teams.
  • Stay informed about industry trends, product updates, and competitive landscapes to offer valuable insights and recommendations to customers.
Required Skills and Qualifications:
  • 3+ years direct and verifiable enterprise-level customer success, consulting or account management experience for a SaaS company.
  • Bachelor's Degree or equivalent experience in Customer Success, Consulting or Account Management.
  • Proven experience building strong customer relationships with IT and business executive stakeholders.
  • Experience leading meetings and regular cadences, quarterly and annual customer success reviews.
  • Strong skills in verbal and written communications, strategic planning, and project management.
  • Knowledge and experience with Salesforce.
Benefits:
  • Comprehensive HMO package (medical and dental)
  • Personal Time Off Leaves
  • Quarterly Performance Bonus
  • Employee Assistance and Wellness Programs
About Us:

We are a dynamic organization that values our employees highly. We offer excellent career development programs and competitive compensation and benefits packages. Our company culture is collaborative and inclusive, and we strive to create a positive work environment that supports our employees' personal and professional growth.

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