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Customer Success Specialist

2 weeks ago

Cubao, National Capital Region, Philippines Versa Innovations Corp Full time ₱30,000 - ₱40,000 per year

Versa Innovations Corp. is a leading Philippine developer and provider of two-way radio communication systems and solutions, specializing in cutting-edge technology for security, corporate, and public safety industries. The company pioneers innovative communication products like NetEdge - the first Push-to-Talk (PoC) Radio as a Service (RaaS) in the Philippines - designed to future-proof teams' communication needs without heavy upfront investments. Driven by customer obsession and continuous innovation, Versa serves as a trusted partner to premier security agencies and businesses across the country, enabling seamless, scalable communication solutions that grow with their operations.

Main Purpose of the Job

The Customer Success serves as a strategic revenue driver who owns the client relationship lifecycle and maximizes customer lifetime value through consultative account management. This role transforms conventional support functions into revenue-generating opportunities by orchestrating technology adoption, renewals, and expansions across the customer base. The position is accountable for a defined revenue target through EDGE conversions, NTC license renewals, platform subscriptions, loading renewals, and accessories sales, while maintaining exceptional customer satisfaction metrics and minimizing churn.

Duties and Responsibilities

Strategic Account Management (25%):

  • Develop and execute personalized account plans for assigned portfolio with clear retention and revenue targets.
  • Conduct quarterly business reviews to demonstrate ROI, identify expansion opportunities, and secure early renewals.
  • Analyze account health metrics to prioritize at-risk customers and implement preemptive retention strategies.
  • Build and maintain executive relationships with key stakeholders to position as trusted advisor.

Revenue Optimization (30%):

  • Drive EDGE conversion initiatives through ROI analysis, technology roadmapping, and migration planning.
  • Orchestrate timely NTC license renewal campaigns, ensuring 90%+ renewal rates through proactive outreach.
  • Create compelling platform and loading renewal offers with value-add components to increase renewal value.
  • Implement strategic upselling programs for accessories and complementary services tied to usage patterns.

Customer Lifecycle Management (20%):

  • Lead onboarding and implementation processes to accelerate time-to-value and establish success criteria.
  • Develop personalized adoption plans to increase product utilization and demonstrate business outcomes.
  • Create customer advocates through testimonial collection, case studies, and strategic reference programs.
  • Design and execute customer marketing initiatives for cross-selling and expansion opportunities.

Business Intelligence & Process Optimization (15%):

  • Analyze customer data to identify behavior patterns, renewal risks, and revenue opportunities.
  • Build expansion forecasts and pipeline reports for revenue predictability.
  • Collaborate with product teams to translate customer feedback into roadmap priorities.
  • Develop scalable renewal, upsell, and retention playbooks for the wider organization.

Technical Advisory & Enablement (10%):

  • Provide consultative technical guidance on radio fleet optimization and communication solutions.
  • Conduct product training and enablement sessions to drive feature adoption and value realization.
  • Coordinate with technical teams on services delivery, repairs, and custom implementations.
  • Lead field engagements with strategic focus on technology upgrades and solution expansion.
  • Any other duties that may be required by Superior or Senior Management from time to time.

Desired Qualifications

Work Experience:

  • Minimum five (4) years of experience in customer success, account management, or solutions sales with demonstrable revenue responsibility.
  • With solid experience in B2B sales

Level of Knowledge:

  • Bachelor's degree in Business, Communications, Engineering, or related field. Professional certifications in customer success or account management (preferred).

Competencies:

  • Core: Proficient in consultative selling and solution positioning, building executive relationships, and data analysis and insights generation. Skilled in revenue forecasting, pipeline management, project management, and cross-functional leadership. Possesses strong presentation and communication skills, problem-solving abilities, and creative solution development. Results-oriented with accountability for defined revenue targets, a proactive approach to identifying opportunities, and a customer-centric perspective balanced with business objectives. Committed to continuous improvement and maintains a clear understanding of responsibilities, goals, and metrics, recognizing the impact of their work on peers' success.
  • Functional: Understanding of two-way radio technologies (analog vs. digital). Knowledge of telecommunications regulations and licensing requirements. Proficiency with CRM systems and customer success platforms. Possesses data analysis and reporting capabilities. Familiarity with contract management and renewal processes. ERP system experience (Odoo preferred).

Job Types: Full-time, Permanent

Pay: Php30, Php40,000.00 per month

Benefits:

  • Company events
  • Health insurance
  • Life insurance
  • Opportunities for promotion
  • Paid training
  • Pay raise
  • Promotion to permanent employee
  • Work from home

Work Location: In person