Customer Success Manager

1 week ago

Cebu City, Central Visayas, Philippines HOD HR HUB (H³) Full time ₱1,200,000 - ₱2,400,000 per year

Role: Customer Success Manager

Work Set Up: Work From Home

Salary Package: Very Competitive

Candidates from the Philippines, Japan, India, and Malaysia are accepted.

Language Proficiency:


• Japanese - N1


• English – B2

Minimum Skill Requirements:


• At least 1-2 years B2B/Account Management experience


• Account Management Experience


• Experience providing multi-channel support preferred (phone, chat, email, web etc.)


• Able to manage own accounts thru video conferencing and emails etc


• Knowledgeable in CRM tools (preferred)

KEY RESPONSIBILITIES


• Encourage clients to utilize new features that will help them drive their business forward


• Provide insight and relay customer feedback with internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance and Engineering


• Evaluate churn and downsell risk for each customer and proactively address dissatisfaction or feature gaps to drive retention throughout the customer life cycle


• Develop plans that ensure that clients are successfully adopting our platform that align to their business needs


• Conduct regular cadences, quarterly and annual customer success reviews to ensure customers get the most value out of their investments


• Develop customer relationships, by building trust and ensuring the customer's needs are met


• Align customers with the enablement resources to drive adoption

MINIMUM QUALIFICATIONS


• At least 1 years direct and verifiable enterprise-level customer success, consulting or account management experience for a SaaS company (preferably in a B2B setting, but not required)


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


• Bachelor's Degree or equivalent experience in Customer Success, Consulting, or Account Management


• Excellent verbal and written communication skills in Japanese/Nihongo (Preferably N1/Native speaker)


• Ensures customer satisfaction by addressing technical demands and acting as a sales liaison of the program


• Can facilitate the adoption of the solution, driving awareness, education and utilization by serving as the POC within the customer set


• Strong skills in strategic planning and project management with the ability to adapt conversations for technical and non-technical audiences

**Reject if no Japanese proficiency.

**Account Management experience is mandatory, reject if profile doesn't have this.

PRESCREENING NOTES:

BPO experience:

Years of relevant experience:

Educational attainment:

Salary expectation:

Last drawn salary:

Notice period:

Availability for the work setup and schedule:

Current location:

Nationality:

Visa (if not a Filipino):

Qualified candidates should send resumes to using the JOB TITLE as the subject of the mail.

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