Customer Experience Lead

6 days ago

Sorsogon, Bicol, Philippines beBeeCustomerSuccessManager Full time ₱3,500,000 - ₱5,500,000

About our company

We are a start-up that combines corporate cards, bill payments, approvals, expense reimbursements, and accounting automation in one single platform. We empower businesses to manage, grow and succeed with our cross-platform solution that delivers more functionality across financial operations.

Our team is seeking an experienced Customer Success Manager to ensure exceptional service delivery to our clients. As the Customer Success Manager, you will be responsible for managing client accounts, resolving inquiries through chat, liaising with product and service providers, and building scalable processes for future customer support team members. This role requires strong leadership skills, a customer-centric approach, and the ability to effectively collaborate with internal and external stakeholders.

Key Responsibilities:

  • Own overall relationship with assigned clients, including managing onboarding, implementation, training, increasing adoption, and high levels of customer satisfaction
  • Work closely with internal departments to ensure client needs are fulfilled effectively
  • Be the voice of the customer and provide internal feedback on how we can better serve them, build roadmaps, and track progress towards solving customer problems
  • Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team
  • Stay up-to-date on product development and the latest releases
  • Conduct business reviews to ensure clients are satisfied with their products and services
  • Keep up on trends, changes, and competitor actions that might affect the client
  • Bring in new ideas and craft approaches to delight our customers

Required Skills and Qualifications:

  • 1 to 2+ years experience as a Customer Success or SaaS environment targeting SMBs or enterprise companies
  • Significant experience in a customer-facing role. (SaaS & Fintech industry would be beneficial)
  • Proactive on how to solve problems or improve processes within the company
  • Strong verbal and written communication skills, with the ability to present and communicate data & issues to senior management
  • Confidence working with ambiguity, unknown variables, and problem statements (and find ways to bridge those gaps, when necessary)
  • Strong interpersonal skills and an ability to build rapport with customers
  • You have a passion for start-ups or dynamic environments

Benefits:

  • Ownership: We believe in freedom with responsibility. You'll naturally take the lead and excel.
  • Results: We're doers who overcome obstacles with a can-do attitude.
  • Curiosity: Curious minds thrive here. Wear multiple hats and embrace new challenges.

We offer a unique opportunity for growth and development in a dynamic environment where curiosity thrives. Apply now to become our Customer Success Manager and play a key role in shaping the future of our customer support operations if you are a proactive problem-solver with a passion for customer success and a desire to make a meaningful impact.

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