Lead Customer Retention Specialist

1 day ago

Ayala Alabang, National Capital Region, Philippines beBeeSuccess Full time ₱4,000,000 - ₱7,500,000
Customer Success Professional

We are seeking a results-driven Customer Success Professional to join our Client Solutions Division. This role is crucial in reducing customer churn and driving growth by enabling customers to achieve success using our services and products.

You will play a central role in improving the customer journey, aligning with our goal of long-term retention and satisfaction.

  • Key Responsibilities:
  • Monitor customer satisfaction and product usage across touchpoints
  • Propose and implement data-informed strategies to reduce churn
  • Develop and maintain an end-to-end customer journey map
  • Conduct competitive analysis and customer data reviews
  • Collaborate with internal teams to address challenges and share insights
  • Recommend solutions that motivate product adoption and loyalty
  • Guide onboarding and helpdesk support with customer-centric input
  • Identify upsell and cross-sell opportunities
  • Address customer issues with a proactive mindset
  • Drive continuous improvement in customer success processes

Requirements:

  • Essential Skills:
  • Strong empathy, emotional intelligence, and communication skills
  • Ability to analyze and interpret customer data
  • 2-5 years in sales or customer support, with 1+ year in a leadership role preferred
  • Excellent time management and cross-functional collaboration skills
  • Results-oriented with a "can-do" attitude

About You:

  • Proactive and outcome-oriented
  • A problem-solver
  • Has the ability to work effectively under pressure and resolve issues efficiently
  • Passionate about continuous improvement, consistently seeking opportunities to enhance processes and systems
  • Skilled in collaboration and communication, working effectively with diverse teams and stakeholders

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