Customer Success Manager

2 days ago

Makati City, National Capital Region, Philippines Booth and Partners Pte Ltd Full time ₱900,000 - ₱1,200,000 per year

Customer Success Manager


As a Customer Success Manager, you will focus on great customer experience throughout the lifecycle of your engagement with them. Both passionate and a trusted partner, you will guide your customer along their adoption journey by understanding their business, their strategy, and key initiatives, all with an intention to help them achieve their key business objectives and desired outcomes.

Responsibilities:

· Provide insights that help customers make decisions on how to best achieve their business or technical goals

· Collaborate with cross-functional teams to ensure a continual and seamless delivery of services to our customers

· Orchestrate activities related to onboarding, conduct monthly service meetings, and execute regular business reviews

· Closely monitor the health of our customer relationships, predicting and navigating challenges and offer solutions that increase satisfaction and retention

· Build Customer Success Plans, establish critical goals and aid the customer in achieving their objectives and outcomes

· Ensure customer retention, as well as drive adoption and growth

· Identify and develop expansion opportunities. Use your in-depth knowledge of our services to identify the best features/functionality for each customer's needs and required outcomes

· Represent voice of the customer; to provide internal feedback on how we can better serve them. Understand the needs of your customer, and collaborate across internal teams to ensure the delivery of an exceptional customer experience

· Provide support to Delivery teams with respect to online services, contract issues, incident management, customer escalations and areas of service improvement

Requirements:

· 5 years of relevant work experience in a customer facing role

· Familiarity with Infrastructure-as-a-service (IaaS) offerings, recurring revenue business models and how Customer Success is key to this success

· Experience managing and supporting customers in a technology driven, managed services environment

· Experience with SLO, SLA and KPI deliverables is an asset

· A proven ability to curate opportunities for growth and expansion within an existing customer base

· Working knowledge of service delivery concepts, processes, and procedures, as well as the ability to enhance and manage continuous process improvement

· Strong ability to deliver value-based conversations with C-level stakeholders to create and nurture strategic partnership



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