Customer Success Manager

7 days ago

Makati City National Capital Region Manila Philippines Booth and Partners Full time ₱1,200,000 - ₱2,400,000 per year

CustomerSuccess Manager As a Customer Success Manager, you will focus on greatcustomer experience throughout the lifecycle of your engagement with them. Both passionate and a trusted partner, you will guide your customer alongtheir adoption journey by understanding their business, their strategy, and keyinitiatives, all with an intention to help them achieve their key businessobjectives and desired outcomes. Responsibilities: ·       Provide insights that help customers makedecisions on how to best achieve their business or technical goals·       Collaborate with cross -functional teams toensure 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 customerrelationships, predicting and navigating challenges and offer solutions thatincrease satisfaction and retention ·       Build Customer Success Plans, establish criticalgoals and aid the customer in achieving their objectives and outcomes·       Ensure customer retention, as well as driveadoption and growth·       Identify and develop expansionopportunities.  Use your in -depth knowledge of our services to identifythe best features/functionality for each customer's needs and required outcomes·       Represent voice of the customer; to provideinternal feedback on how we can better serve them.  Understand the needsof your customer, and collaborate across internal teams to ensure the deliveryof an exceptional customer experience·       Provide support to Delivery teams with respectto online services, contract issues, incident management, customer escalationsand areas of service improvement Requirements:·       5+ years of relevant work experience in acustomer facing role ·       Familiarity with Infrastructure -as -a -service(IaaS) offerings, recurring revenue business models and how Customer Success iskey to this success·       Experience managing and supporting customers ina technology driven, managed services environment·       Experience with SLO, SLA and KPI deliverables isan asset·       A proven ability to curate opportunities forgrowth and expansion within an existing customer base·       Working knowledge of service delivery concepts,processes, and procedures, as well as the ability to enhance and managecontinuous process improvement·       Strong ability to deliver value -basedconversations with C -level stakeholders to create and nurture strategicpartnership 

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