Drive Customer Value

4 days ago

Manila, National Capital Region, Philippines beBeeStrategist Full time $50,000 - $80,000
Customer Success Strategist

We are seeking a Customer Success Strategist to join our team. As a key member, you will play a pivotal role in ensuring our customers achieve their desired outcomes while utilizing our products/services.

Key Responsibilities:
  • Onboarding and Training: Guide new customers through the onboarding process, ensuring a seamless transition and initial setup. Conduct product training sessions to ensure customers effectively utilize our offerings.
  • Relationship Building: Build and maintain long-lasting relationships with customers, acting as their trusted advisor. Understand customers' business objectives and develop tailored strategies to help them achieve their goals.
  • Issue Resolution: Address and resolve customer inquiries, issues, and complaints in a timely and effective manner. Collaborate with internal teams to escalate and resolve complex issues.
  • Regular Check-Ins: Regularly check in with customers to monitor satisfaction and identify opportunities for upselling or cross-selling. Conduct periodic business reviews to ensure customers are achieving their goals and provide recommendations for improvement.
  • Customer Feedback: Serve as the voice of the customer internally, providing feedback to product and development teams to drive continuous improvement.
  • Renewal and Retention: Drive customer renewals by demonstrating the value of our products/services and ensuring customer satisfaction. Identify at-risk accounts and implement strategies to mitigate churn.
  • Performance Tracking: Track and report on key performance indicators (KPIs) related to customer success, such as customer health scores, renewal rates, and NPS (Net Promoter Score). Use data and analytics to inform decision-making and improve customer success processes.
Qualifications:
  • 5-8 years of experience in customer success, account management, or similar customer-facing roles.
  • Proficient in English language.
  • Bachelor's degree in Business, Marketing, Communications, or a related field, or equivalent experience.
  • Excellent problem-solving, communication, and interpersonal skills, with the ability to build strong relationships.
  • Proficiency in using customer relationship management (CRM) software and other relevant tools.
  • Customer-centric mindset with a passion for helping others succeed.
  • Ability to thrive in a fast-paced, dynamic environment.

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