Strategic Account Manager

1 day ago

Cagayan de Oro, Northern Mindanao, Philippines beBeeCybersecurity Full time ₱3,500,000 - ₱5,000,000
Senior Customer Experience Leader

The customer success organization is responsible for driving strategic relationships with our most valued customers. As a senior customer experience leader, you will have a portfolio of accounts and serve as a trusted advisor to senior executives in large organizations.

Key Responsibilities
  • Manage named accounts accountable for engagement and satisfaction over the lifetime of the customer
  • Establish key relationships within the customer, ensuring regular check-ins to understand, and address promptly, client needs and concerns
  • Develop strong relationships with key buyers and influencers in customer accounts and leverage these during the customer lifecycle
  • Partner with the customer to build a joint plan for success, maintaining a detailed understanding of customer's business to achieve high levels of customer satisfaction, engagement, adoption of technology
  • Deliver an outstanding customer experience to support our brand promise of delivering superior outcomes and facilitate cross-sell and upsell of services and products
  • Monitor customer analytics and KPIs to reinforce the value of the solution and identify areas to improve customer experience and optimize the solution
  • Conduct regular business reviews, clearly articulating the specific value delivered to the customer and progress on specific customer milestones and goals
  • Coordinate activities of associated roles across onboarding, sales, product operations, services, and renewals to ensure smooth handoffs and optimal customer experience
  • Sustain business growth and profitability by maximizing value, driving usage, adoption, upselling services, and reducing churn
  • Act as an escalation point for high-impact customer issues when necessary, ensuring appropriate teams are engaged for quick resolution
Requirements
  • At least 5 years' experience in customer success roles, additional experience in customer support, sales, or business development is a plus
  • Exceptional ability to communicate and foster positive business relationships, comfortable being accountable for driving success with customers
  • Experience of translating customer issues and needs into business or solution requirements
  • Ability to be seen as a trusted advisor to senior executives and able to build strategic account plans
  • Excellent organizational skills and ability to establish milestones and keep project plans on task
  • Understanding how organizations measure value, drive revenue with experience of recurring revenue sales models and renewal processes an advantage
  • Able to explain the benefits of different technologies, strong cybersecurity knowledge an advantage
  • Fluent in Mandarin speaking

What We Offer

We operate a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. Our people innovate and create, all of which are accompanied by a great sense of fun and team spirit. Employee-led diversity and inclusion networks build community and provide education and advocacy. Annual charity and fundraising initiatives and volunteer days support local communities. Global employee sustainability initiatives reduce our environmental footprint. Global fitness and trivia competitions keep our bodies and minds sharp. Global wellbeing days allow employees to relax and recharge. Monthly wellbeing webinars and training support employee health and wellbeing.

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