Customer Success

2 weeks ago

Ortigas Metro Manila, Philippines Clarke Technologies Inc. Full time

Job Summary

The Sales & Account Officer for Customer Success is responsible for managing client relationships, ensuring customer satisfaction, and identifying opportunities to grow accounts. This role bridges sales and customer success by providing consistent support to clients, understanding their needs, and coordinating with internal teams to deliver solutions that drive long-term value.

Key Responsibilities

Account Management & Customer Success

  • Serve as the primary point of contact for assigned clients, building strong and lasting relationships.
  • Understand client needs, business goals, and challenges to provide tailored solutions.
  • Ensure customer satisfaction by addressing inquiries, issues, and requests in a timely manner.
  • Conduct regular account reviews and check-ins to monitor customer health and product/service usage.
  • Coordinate with operations, product, and support teams to resolve customer concerns.

Sales & Revenue Growth

  • Identify upsell, cross-sell, and renewal opportunities within existing accounts.
  • Prepare and present proposals, quotations, and product demos when needed.
  • Assist in achieving sales targets by managing account pipelines and tracking opportunities.
  • Support lead generation activities and coordinate with the sales team for new client onboarding.

Operational Support

  • Maintain accurate and updated client information in CRM or tracking systems.
  • Prepare sales reports, account status updates, and customer insights for management.
  • Support client onboarding activities, including documentation and training sessions.
  • Analyze customer data to identify trends, risks, and opportunities for improvement.

Collaboration

  • Work closely with cross-functional teams to ensure smooth delivery of services.
  • Align with Customer Success and Sales teams on strategies to enhance customer experience.
  • Escalate critical issues and ensure timely follow-through until resolution.

Qualifications

  • Bachelor's degree in Business Administration, Marketing, Account Management, or related field.
  • At least 5+ years of experience in sales, account management, or customer success.
  • Strong communication, presentation, and interpersonal skills.
  • Ability to manage multiple accounts and handle client concerns professionally.
  • Knowledge of CRM tools and basic sales processes.
  • Customer-focused mindset with strong problem-solving abilities.

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