Customer Success Manager

2 weeks ago

Taguig, National Capital Region, Philippines pharosIQ Full time ₱1,500,000 - ₱3,000,000 per year

About the Company:
 pharos IQ, a global leader in "intent-to-purchase" lead generation, provides insights and demand for B2B sales and marketing success. Leveraging over 40 years of expertise, pharos IQ turns intelligence into impactful engagements for efficient global revenue growth. Powered by first-party data, it connects vendors with buyers, transforming strategies worldwide.

Job Objective: (Impact to Business)

We are seeking a dedicated and proactive Customer Experience Manager to lead and enhance our customer experience strategy. The ideal candidate will be responsible for ensuring our customers receive exceptional service across all touchpoints, fostering strong relationships, and driving customer satisfaction and loyalty. The Customer Experience Manager will work closely with multiple teams, including customer support, product, and sales, to improve the overall customer journey and meet organizational goals.

Job Responsibilities: (Scope and Limitations of Functions)

The Customer Experience Manager is responsible for building and maintaining strong relationships with key customers, ensuring their needs are met and their expectations exceeded. They act as the primary point of contact for customer inquiries, issues, and requests, providing timely and effective resolutions. The CXM develops and implements customer experience strategies aimed at increasing customer satisfaction, ensuring that these strategies align with the company's overall business objectives and goals. In addition, the Customer Experience Manager collaborates closely with teams such as Sales, Fulfillment and support to ensure a seamless customer experience across all touchpoints. They communicate customer feedback, insights, and issues to relevant teams, ensuring that customer needs are prioritized.

Job Skills: (Specialized Technical Expertise/Competencies)

A Customer Experience Manager should possess strong communication and interpersonal skills, with the ability to engage with customers and internal teams effectively. They must have excellent problem-solving abilities, quickly identify issues and provide practical solutions to ensure customer satisfaction. A solid understanding of customer service best practices, coupled with a keen attention to detail, is essential to managing and improving the customer journey. Analytical skills are crucial, as the manager must be able to interpret customer feedback, track performance metrics, and derive actionable insights to improve overall customer experience.

Job Requirements: (Educational Attainment, Certifications)

Someone who has worked in B2B Marketing, and ideally has hands on lead generation or demand generation experience

Experience collaborating cross-functionally with various internal teams

Clear and direct communication

Organization and multitasking

Direct experience working with clients

Job Profile: (Experiential and Behavioral)

With 4-6 years of experience as a Customer Experience/Success Manager, Knowledge of MS tools, Experience in B2B, particularly in Lead Generation.

PH Applicants Only

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