Senior Customer Relationship Manager

1 week ago

Dasmariñas, Calabarzon, Philippines beBeeRelationship Full time $45,000 - $55,000
Job Description:

The Customer Account Specialist role involves fostering relationships with clients, ensuring customer satisfaction and loyalty through effective engagement strategies. The individual will work closely with internal departments such as Sales, Operations, Service, Product, and Billing to establish and maintain effective customer relationships.

The successful candidate will help transition customers from the sales and implementation process into the support phase. They will be responsible for providing timely value propositions to customers, propelling them to grow and achieve their goals while strengthening their relationship with the business.

Responsibilities:

  • Case Management & Inquiry Resolution - Complete all case management-related inquiries assigned within the Salesforce platform while adhering to established service levels.
  • Salesforce Account Monitoring & Maintenance - Monitor, enter, update, and close Salesforce Accounts, Files, and/or Case records.
  • Proactive Customer Communication - Provide timely follow-up to customers, keeping them informed about the progress of their requests.
  • Report Delivery & SLA Compliance - Ensure that reports and information requests are delivered on time, meeting service level agreements (SLAs).
  • Collaboration with Sales Team - Identify and collaborate with the sales team on leads to contribute to the organization's overall revenue generation and growth.
  • Account Retention Management - Maintain account retention targets by developing and nurturing relationships with key decision-makers.
  • Customer Feedback & Product Improvement - Obtain first-hand customer information and make recommendations for improvements to products and services.
  • Relationship Development - Identify and develop multi-level relationships with key decision-makers to ensure retention and relationship stability.
  • Product Expansion Proposals - Propose additional products and services to expand the organization's footprint within existing accounts.
  • Leadership Collaboration on Product Enhancements - Identify and partner with the leadership team on any product gaps and/or enhancements.
Required Skills & Qualifications:
  • Minimum of 2 years of call center or related experience preferred.
  • Familiarity with productivity software, CRM systems, and other call center technologies preferred.
  • Proven experience in case management or customer service roles.
  • Proficiency in Salesforce or similar CRM platforms.
  • Strong communication and interpersonal skills.
  • Ability to manage multiple tasks and prioritize effectively.
  • Excellent problem-solving skills and attention to detail.
  • Experience in sales support or account management is a plus.
  • Ability to build and maintain relationships with key stakeholders.
  • Strong analytical skills to assess customer needs and recommend solutions.
  • Ability to work collaboratively within a team environment.
  • Flexibility to adapt to changing priorities and business needs.
Benefits:

As a valued member of our team, you will enjoy a competitive compensation package, including benefits and opportunities for professional growth and development.

Other Information:

United States Equal Opportunity Employment: We value diversity and inclusion and are committed to creating an inclusive work environment where all employees feel valued and respected.

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