Senior Customer Success Manager

3 hours ago

Manila, National Capital Region, Philippines ETP Group Full time $60,000 - $120,000 per year

Company Description

ETP Group is an AI-first SaaS company specializing in innovative solutions for the retail and e-commerce sectors across the Asia Pacific. With 37 years of experience, ETP serves over 500 leading brands across 17 countries, offering robust and scalable enterprise-grade platforms. Its cloud-native and AI-powered platforms, ETP Unify and Ordazzle, provide comprehensive capabilities, including omni-channel POS, CRM, unified inventory, and order management, among others. ETP's solutions enable seamless online and offline shopping experiences, support cloud transformation, and empower retailers to enhance customer experiences and drive growth efficiently.

Role Description

This is a full-time hybrid role based in Manila with the possibility of partial work-from-home arrangements. The Senior Customer Success Manager will be responsible for ensuring high customer satisfaction and retention by building and maintaining strong client relationships. Key tasks include addressing client concerns, identifying opportunities for improvement, and implementing solutions to enhance customer success. The role also involves analyzing customer feedback and performance metrics to ensure the consistent delivery of exceptional service and outcomes.

Qualifications

  • Proven expertise in Customer Satisfaction and Customer Retention to drive loyalty and successful client outcomes.
  • Strong Analytical Skills for evaluating customer data and performance metrics to identify opportunities for improvement.
  • Advanced skills in Relationship Building and Customer Service to maintain meaningful and productive interactions with clients specially with the CXO level
  • Relevant experience and ability to translate customer needs into actionable strategies to support mutual success.
  • Excellent communication, problem-solving, and time management skills.
  • Experience in retail, e-commerce, or SaaS industries is a strong advantage.
  • Bachelor's degree in Business, Marketing, or a related field is preferred.

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