Customer Experience Director

1 day ago

San Fernando, Central Luzon, Philippines beBeeAccountability Full time ₱6,000,000 - ₱8,000,000
Senior Customer Success Manager

The Senior Customer Success Manager will have a portfolio of accounts and lead the engagement throughout the customer lifecycle. With customers, you will create and implement success plans focused on attaining desired customer outcomes.

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's lifetime
  • 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 brand promise of delivering superior cybersecurity outcomes and facilitate cross-sell and upsell of services and products
  • Monitor customer analytics and KPIs to reinforce value of customer solution and identify areas to improve customer experience and optimize solution
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 trusted advisor to senior executives in large organizations and able to build strategic account plans
  • Fluent in Mandarin speaking

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