Customer Success Manager

1 week ago

Makati City, National Capital Region, Philippines PENBROTHERS Full time

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Role

We are looking for a Customer Success Manager, shaping exceptional client experiences from day one of onboarding. In this role, you'll be the champion of our new clients, guiding them through a seamless onboarding journey. You'll empower them with knowledge about our tools, build strong relationships to understand their needs, and proactively solve challenges to ensure a smooth and successful transition. You will also collaborate with our dynamic Customer Success team and cross-functional partners in Sales, HR, Finance, and Talent Acquisition to create a unified support system for our clients.

Your success will be measured by, delighting the Happiness Meter, high rates of successful client onboarding and hire retention, providing ongoing support and building strong client networks, and contributing to initiatives that boost revenue and minimize churn.

Ultimately, you'll be the trusted advisor for our clients, ensuring their satisfaction and success throughout their partnership with us. You'll also bridge the gap between teams, streamlining communication and swiftly addressing any concerns.

What you'll do

  • Achieve the set team OKRs and metrics
  • Build a deep understanding of customers' business and operational objectives
  • Build and strengthen client relationships to achieve long-term partnerships
  • Develop a thorough understanding of our service offerings to drive value to our clients through comprehensive onboarding sessions
  • Maintain accurate client records, keeping track of any contract updates and renewals
  • Manage and facilitate equipment procurement and deployment to employee/s following the SLAs set
  • Work with the Collections team to ensure timely collection of invoices
  • Manage inquiries and requests from clients upon endorsement throughout the HyperCare program (3 months)
  • Document client business reviews through follow-up calls within our internal ERP system
  • Identify upsell, cross-sell, and renewal opportunities during HyperCare period
  • Meet regularly with other members of the team to discuss progress and find new ways to improve business
  • Generate progress reports to give to clients and higher-ups within the organization
  • Develop and share best practices with team members to continually improve our processes' quality, effectiveness, and efficiency.

What You Bring

  • Bachelor's degree in Education, Business, or Communications
  • 2-5 years of experience in customer-facing roles such as Sales Representative, Customer Success, or Account Management
  • Highly organized and detail-oriented
  • Self-driven and proactive nature
  • Excellent communication and interpersonal skills
  • Demonstrate leadership qualities
  • Strong presentation skills
  • Propensity for relationship building
  • Proficiency in Google Sheets and Google Slides
  • Excellent analytical, problem-solving, and management skills
  • Exceptional negotiation and decision-making skills
  • Experience understanding Philippine Labor is not required, but is a plus

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