Customer Success Specialist

About Us:

Outsourced. ph is a leading ISO-certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1,000 talented professionals.

Description

Our Customer Success team is expanding We are looking to hire a Senior Customer Success Manager; this role offers a unique opportunity to combine technical aptitude, business skills, supply chain knowledge, and face-to-face client interaction in an exciting, software vertical career. The position allows you to partner directly with industry leading customers to help them achieve supply chain and business success.

Our team members have the opportunity to work in a variety of industries including consumer packaged goods, food & beverage, third-party logistics, retail, transportation and shipping, and more.

What You'll Do

• Be responsible for engaging, retaining, and helping enable our customers to fully utilize our products. As a key customer advocate within the Customer Success team, the Customer Success Manager will be responsible for enabling and maintaining customer success through the lifecycle of the customer.
• Establish highly effective relationships with senior (C-Suite) executives and key decision makers to ensure a close and successful long-term business relationship
• Serve as the lead point of contact and ensure customers are receiving world-class service
• Become a functional expert on our product's solutions and educate customers on the use and benefits of our products
• Understand each customer's strategic goals and make recommendations based on our products and industry best practices
• Partner with sales to drive alignment for customer renewals and expansion opportunities
• Monitor and maintain customer health score and proactively drive action throughout the customer lifecycle to reduce churn risk
• Collaborate with internal teams to drive alignment, understand customer perceptions, and partner together to exceed customer expectations
• Work closely with Sales, Support, Product and Professional Services teams to track
• optimization requests, best practices, technical recommendations, and ensure account issues are resolved quickly
• Conduct quarterly business reviews and regularly interact with key stakeholders to deliver insights, product notifications, support notices, and operational reviews
• Analyze data independently to discover insights to improve the customer experience
• Prepare slide presentations and reports in a consumable customer format that delivers actionable insights
• Partner with Marketing and Alliances to develop customer stories, case studies, and client references based on data driven results
• Maintain expertise on industry trends/practices and competitive landscape

What You'll Need

• 5-10 years of experience in customer success, technical account management, solution architecture or other relevant functions serving mid-market to enterprise organizations
• Experience working with cross functional teams to develop roadmaps, and supporting process improvements.
• Strong communication skills, with ability to work with internal/external senior stakeholders.
• Must have experience with negotiating and closing renewals and creating expansion opportunities
• Ability to quickly grasp and distinctly explain technical and business concepts
• Strong analytical skills, comfortable working with raw data to drive insights and action plans
• Advanced problem-solving skills, ability to develop effective solutions to complex problems
• Strong understanding of business processes and their implementation to enterprise applications
• Exceptional organizational skills, experience coordinating concurrent projects in a high-pressure environment
• Proven consultative sales skills, including the ability to articulate a clear, concise return on investment
• Willingness to travel up to 50% required

Work Schedule: M-F 9pm to 6am Manila Time

Work Site: Alabang

Note: As part of our recruitment process, we conduct background checks on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.