Customer Engagement Manager

20 hours ago

San Fernando, Central Luzon, Philippines beBeeCustomer Full time ₱720,000 - ₱960,000
Job Description

Magic, a leading modern outsourcing platform, connects businesses to high-quality remote workers. Our goal is to deliver exceptional customer experiences.

Key Responsibilities
  • Customer Relationship Management — Develop and maintain strong relationships with clients and assistants; ensure client satisfaction and success with our services; build trust through regular communication and proactive support
  • Account Management — Review customer accounts, performance metrics, and goals to identify growth opportunities; address and resolve customer issues promptly and effectively; coordinate with support teams to deliver comprehensive solutions
  • Onboarding & Client Success — Facilitate the onboarding process for new customers, providing comprehensive support; ensure smooth transitions and effective use of Magic's services; establish clear expectations and success metrics with clients
  • Customer Advocacy & Retention — Act as the voice of the customer internally, advocating for their needs; work proactively to ensure customer retention and minimize churn; identify expansion opportunities and showcase the value of Magic services
  • Feedback & Continuous Improvement — Gather customer feedback and collaborate with product and development teams; analyze customer data to provide insights and recommendations; prepare regular reports on customer health and engagement metrics
Measuring Success
  • Client Retention Rate — Maintaining and improving client continuity and satisfaction
  • Net Revenue Retention (NRR) — Growing revenue from existing accounts through upsells and expansions
  • Customer Satisfaction Scores (CSAT/NPS) — Achieving and maintaining positive client feedback
Required Experience
  • Proven experience in account management, relationship management, or customer success in the B2B realm; solid business acumen and understanding of the B2B sales cycle
  • Adept at fostering and managing relationships with US-based B2B clients, preferably within business consultancy or recruitment and staffing sectors
  • Experience engaging with top-tier clients (C+-level) with executive-level communication
  • Proficiency in CRM software (e.g., HubSpot) to manage customer relationships and drive progress
  • Strong interpersonal and communication skills that build trust and create exceptional client experiences
  • A self-motivated, results-driven attitude towards customer success
  • Bachelor's Degree in any field
Benefits
  • Fully remote work with flexible hours
  • Competitive salary and benefits package
Why This Role?
  • Opportunity to work directly with founders and key decision-makers
  • Dynamic environment with adaptability encouraged
  • Strategic thinker sought after to expand service offerings

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