Industry-Leading Customer Advocate

3 days ago

Makati City, National Capital Region, Philippines beBeeCustomer Full time ₱5,500,000 - ₱8,500,000
Job Title: Customer Success Manager

We are seeking a highly skilled and experienced professional to lead our customer success efforts. This critical-thinking and emotionally-intelligent role is crucial in reducing customer churn and driving growth by enabling customers to achieve success using our services and products.

Responsibilities
  • Monitor customer satisfaction and product usage across touchpoints, identifying areas for improvement and developing strategic plans to address them.
  • Propose and implement data-informed strategies to reduce churn, collaborating with internal teams to ensure effective execution.
  • Develop and maintain an end-to-end customer journey map, highlighting key pain points and opportunities for growth.
  • Conduct competitive analysis and customer data reviews, providing actionable insights to inform business decisions.
  • Collaborate with internal teams to address challenges and share best practices, fostering a culture of continuous improvement.
  • Recommend solutions that motivate product adoption and loyalty, leveraging industry expertise and market trends.
  • Guide onboarding and helpdesk support with customer-centric input, ensuring seamless transitions and minimizing customer frustration.
  • Identify upsell and cross-sell opportunities, developing targeted strategies to maximize revenue growth.
  • Address customer issues with a proactive mindset, resolving problems efficiently and effectively.
Requirements
  • Strong empathy, emotional intelligence, and communication skills, with the ability to build trust and rapport with diverse stakeholders.
  • Ability to analyze and interpret complex customer data, informing strategic decisions and driving business outcomes.
  • Minimum 2-5 years of experience in sales or customer support, with at least 1 year in a leadership role preferred.
  • Excellent time management and cross-functional collaboration skills, with a proven track record of delivering results in fast-paced environments.
  • Results-oriented with a 'can-do' attitude, consistently seeking opportunities to enhance processes and systems.
We're Looking For Someone Who Is
  • Proactive and outcome-oriented, with a passion for driving growth and improving customer satisfaction.
  • A problem-solver who can work effectively under pressure, resolving complex issues efficiently and effectively.
  • Passionate about continuous improvement, consistently seeking opportunities to enhance processes and systems.
  • Skilled in collaboration and communication, working effectively with diverse teams and stakeholders to drive business outcomes.

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