Customer Success Champion Role

3 days ago

Manila, National Capital Region, Philippines beBeeCustomerSuccess Full time $60,000 - $80,000

Customer Success Position Overview

As a Customer Success Specialist, your primary responsibility will be to provide comprehensive support to stakeholders in managing and nurturing customer relationships. In this role, you will ensure the satisfaction and retention of clients through proactive engagement and effective problem-solving.

Key Job Responsibilities:

  • Develop and maintain strong relationships with stakeholders to address customer concerns promptly and effectively.

  • Provide inbound retention support and reactive account management services to mitigate customer churn and foster loyalty.

  • Act as an account champion by proactively engaging clients through outbound communication and management efforts.

  • Gather customer feedback, share valuable insights with internal teams, and collaborate on improvement initiatives.

  • Work with CSMs to address account-related inquiries, including contract details, device returns, and shipping concerns.

  • Facilitate financial responsibilities, such as processing refunds, managing tax exemption requests, and evaluating credit limit increases.

  • Assist with account renewals by preparing pricing sheets outlining current entitlements, billing information, and potential upsell opportunities.

  • Review, audit, and advise on churn and downsell situations, ensuring accurate information before submitting for approval.

  • Enhance customer relationships by building trust, addressing unique needs, and seeking opportunities to exceed expectations.

  • Monitor customer health scores, identify risks, and develop strategies to promote account growth and improve customer satisfaction.

  • Maintain accurate customer records in the CRM system for seamless communication and handoffs.

  • Stay informed about industry trends, product updates, and competitive landscapes to offer valuable insights and recommendations.

  • Participate in ongoing training and development opportunities to enhance skills and contribute to team growth.

Desired Qualifications and Skills:

  • 3+ yrs. direct and verifiable enterprise-level customer success experience for a SaaS company.

  • Proven experience building strong customer relationships with IT and business executive stakeholders and efficiently communicating internal and external voices.

  • Experience leading meetings and regular cadences, quarterly and annual reviews with customers.

  • Strong verbal and written communications, strategic planning, and project management skills for technical and non-technical audiences.

  • Knowledge and experience with Salesforce.

Benefits and Perks:

  • Comprehensive Health Benefits Package.

  • Personal Time Off Leaves.

  • Quarterly Performance Bonus.

  • Employee Assistance and Wellness Programs.

Our Team is Collaborative and Dynamic. We Value Diversity and Offer Excellent Career Development Programs and Competitive Compensation Packages.

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