High Touch Customer Success Manager

6 days ago

Sorsogon, Bicol, Philippines beBeeCustomer Full time ₱900,000 - ₱1,200,000
Job Title: Senior Customer Success Manager

We are seeking a highly skilled Senior Customer Success Manager to join our team. This is an excellent opportunity for someone who thrives in a fast-paced environment and has a passion for delivering exceptional customer experiences.

Job Description:

The Senior Customer Success Manager will be responsible for managing a portfolio of accounts, ensuring engagement and satisfaction throughout the customer lifecycle. Key responsibilities include creating and implementing success plans, identifying opportunities for additional product and services, and fostering strong relationships with customers.

  • 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 lifetime of the customer
  • 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 Sophos technology
  • Deliver an outstanding customer experience to support our brand promise of delivering superior cybersecurity outcomes and to facilitate the cross sell and upsell of services and products
  • Monitor customer analytics and KPIs to reinforce the value of the customer solution and identify areas to improve customer experience and optimize the solution
  • Conduct regular business reviews, clearly articulating the specific value Sophos' services are delivering 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 within Sophos are engaged for quick resolution
Required Skills and Qualifications:
  • 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, and 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 in large organizations and able to build strategic account plans
  • Excellent organizational skills and ability to establish milestones and keep project plans on task
  • Understanding how organization 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
Benefits:

We offer a comprehensive benefits package, including remote work options, employee-led diversity and inclusion networks, annual charity and fundraising initiatives, and global wellbeing days.

Others:

We believe that diversity, combined with excellence, builds a better company. We encourage applicants from diverse backgrounds to apply.

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