Chief Customer Advocate

2 days ago

Mabalacat, Central Luzon, Philippines beBeeCybersecurity Full time ₱800,000 - ₱1,200,000
Customer Success Leader

The Customer Success team focuses on strategic customer relationships, primarily covering cybersecurity as a service offering. This leader will manage a portfolio of accounts and serve as an "on-demand" contact, leading the engagement throughout the customer lifecycle from deployment and adoption through renewal, ensuring satisfaction and maximizing customer value.


Key Responsibilities
  • Manage key customer relationships accountable for engagement and satisfaction over the lifetime of the account.
  • Establish strong relationships within the customer to understand and address client needs and concerns.
  • Develop lasting relationships with key decision-makers in customer accounts and leverage these during the customer lifecycle.
  • Partner with the customer to build a joint plan for success, maintaining a detailed understanding of the customer's business to achieve high levels of customer satisfaction and engagement.
  • Deliver exceptional customer experiences to support brand promise of delivering superior cybersecurity outcomes and facilitate the cross-sell and upsell of services and solutions.
  • Monitor customer analytics and KPIs to reinforce the value of the customer solution and identify areas to improve customer experience and optimize the solution.
  • Conduct regular business reviews to clearly articulate the specific value provided to the customer and progress on specific customer milestones and goals.
  • Coordinate activities of associated teams across onboarding, sales, product operations, services, and renewals to ensure smooth handoffs and optimal customer experience.
  • Sustain business growth and profitability by maximizing value, driving usage, adoption, upsell of services, and reducing churn.
  • Act as an escalation point for high-impact customer issues, ensuring appropriate teams are engaged for quick resolution.
Requirements
  • At least 5 years' experience in customer success or related roles, additional experience in customer support, sales, or business development is a plus.
  • Exceptional ability to communicate and foster positive business relationships and be comfortable being accountable for driving success with customers.
  • Experience of translating customer issues and needs into business or solution requirements.
  • Able to explain the benefits of different technologies and possess strong cybersecurity knowledge.
  • Fluent in Mandarin speaking.

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