Customer Success Professional

6 days ago

Rizal, Philippines beBeeCustomer Full time $61,250 - $130,000

The Role of a Customer Success Manager is to champion customer needs, share deep product knowledge, provide innovative solutions, build relationships, and drive success.

Job Description

We are looking for an experienced Customer Success Manager who will serve as the direct support function to our most valued customers. This role is critical to our land and expansion efforts, and you will be the point person for our larger customers, interfacing and orchestrating internal efforts with acquisition, implementation, technical support, etc.

You will be positioned as a subject matter expert and all-around resource for servicing client's needs. Your primary goal is to ensure that our customers maximize their return on investment (ROI) by proactively driving adoption across our multiple product technology stack.

Main Responsibilities:

  • Develop strong customer relationships and serve in the role of trusted partner.
  • Proactively drive adoption across our multiple product technology stack to ensure customers are maximizing ROI.
  • Manage Adoption Campaigns through regular updates of campaign objective in Salesforce.
  • Ensure customer satisfaction: facilitate Quarterly Business Reviews (QBRs), execute on mutual success plans, address technical demands, engage appropriate resources to ensure issues are being handled and escalated in a timely manner.
  • Mitigate churn risk and protect portfolio Monthly Recurring Revenue (MRR) growth.
  • Maintain and grow monthly recurring revenue for our most valued customers.
  • Project Management - quarterback internal and external initiatives.
  • Act as sales liaison, build internal relationships to help drive growth expansion inside of the account, manage partner relationships to better support premium customers.
  • Partner cross-functionally with support, professional services, sales and marketing segments to create customer success that drives positive customer satisfaction and account growth.
  • Execute and build out an Adoption strategy through consistent weekly, bi-weekly or quarterly business reviews to have a proactive approach with the account base.

Required Skills and Qualifications

To succeed in this role, you must have experience in:

  • Enterprise-level customer success experience.
  • A proven track record of success with a verifiable history of exceeding customer satisfaction and adoption goals.
  • Strong analytical, problem-solving and dot-connecting skills with the ability to develop quick, accurate situational awareness.
  • An enterprise-ready, solution-oriented mindset to understand and solve complex customer issues.
  • Experience interacting with and influencing C-level executives.
  • Strong communication skills – written and verbal – with understanding of situational best practices.
  • Excellent presentation skills – from small to large audiences.
  • Ability to lead, manage or influence both internal and customer resources to achieve successful outcomes.
  • Experience with VoIP technology, Contact Center technology and terminology including SIP, RTP, QoS, COS, and codecs preferred.
  • Knowledgeable in advanced network troubleshooting and terminology including LAN/WAN, Routers, Firewalls, Switches, PBX deployment, TCP/IP (IPv4) preferred.
  • BS or equivalent education and relevant experience.

Benefits

We offer a comprehensive benefits package, including:

  • Comprehensive medical, dental, vision, disability, life insurance
  • Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits
  • Voluntary supplemental health coverage and life insurance
  • 401K match and ESPP
  • Paid time off and paid sick leave
  • Paid parental and pregnancy leave
  • Family-forming benefits (IVF, Preservation, Adoption etc.)
  • Emergency backup care (Child/Adult/Pets)
  • Employee Assistance Program (EAP) with counseling sessions available 24/7
  • Free legal services that provide legal advice, document creation and estate planning
  • Employee bonus referral program
  • Student loan refinancing assistance
  • Employee 1:1 coaching, perks and discounts program

About Us

We are committed to hiring and retaining great people because we know they power our success. We are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Our work culture is the backbone of our success, and we strive to create an environment that fosters collaboration, innovation, and growth.

Career Growth Opportunities

We invest in our employees' development and offer opportunities for career growth and advancement. Whether you're looking to take on new challenges or advance your skills, we provide the tools and resources to help you succeed.

Join Our Team

If you're passionate about delivering exceptional customer experiences and are motivated to drive business results, we encourage you to apply for this exciting opportunity. Together, let's shape the future of customer success

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