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Customer Success Professional

1 week ago

Makati City, National Capital Region, Philippines CloudPay Full time

Company Overview

CloudPay is a fast-growing organization dedicated to delivering exceptional customer experiences. Our team is passionate about building long-lasting relationships with our clients and providing tailored solutions to meet their unique needs.

About the Role

We are seeking an experienced Associate Customer Success Manager to join our global payroll operations team. As a key member of our customer-facing team, you will be responsible for ensuring seamless service delivery to our valued customers.

Daily Duties and Responsibilities

  • To serve as CloudPay's primary point of contact for assigned customer portfolios, providing exceptional support and guidance throughout the service lifecycle.
  • To ensure smooth transitions from onboarding to adoption, including the implementation of consolidated services systems (reporting, invoicing, KPIs, SLAs, etc.).
  • To facilitate customer adoption of centralized services, monitor, and manage customer relationships and satisfaction at all levels.
  • To coordinate service delivery by triggering, tracking progress, and closure of the payroll cycle, either in-house or with external payroll service providers.
  • To resolve potential issues that may impede satisfactory and timely completion of global services.
  • To oversee master service schedules to guarantee timely achievement of all deliverables.
  • To act on customer demands, trigger actions, track progress, and close service delivery.
  • To participate in cross-functional projects within the organization.

Attributes and Experience Required

  • Thorough understanding of international payroll processes and business cultures.
  • Proven experience in customer success or a similar field.
  • Strong focus on customer service, assertive thinking, and decision-making skills.
  • Excellent English verbal and written communication skills, including presentation skills and the ability to chair meetings and host webinars.
  • Issues and pending actions tracking and delivery, escalation management required.
  • Beneficial knowledge/experience with Human Capital Management (HCM) or payroll applications.
  • Ability to collaborate and engage across corporate functions (Operations, Sales, Implementation, Marketing, Customer Support, Product Management, and Finance).

Package and Benefits

  • Competitive annual salary and benefits package.
  • 18 days annual leave plus public holidays.
  • Birthday leave.
  • Earned Wage Access (via CloudPay Now app).
  • Flexible Hybrid Working.
  • 10 days sick leave.
  • HMO.
  • Personal and professional development opportunities.
  • Friendly working environment.

Equality and Inclusion

CloudPay is committed to being an equal opportunities employer, embracing diversity and promoting inclusion in all aspects of our organization.