Customer Success Specialist

Job Description
About Us:
Outsourced. ph is a leading ISO-certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1,000 talented professionals

What You'll Do

• Be responsible for engaging, retaining, and helping enable our customers. Suite of products. As a key customer advocate within the Customer Success team, the Customer Success Manager will be responsible for enabling and maintaining customer success through the lifecycle of the customer.
• Establish highly effective relationships with senior (C-Suite) executives and key decision makers to ensure a close and successful long-term business relationship
• Serve as the lead point of contact and ensure customers are receiving world-class service
• Become a functional expert solutions and educate customers on the use and benefits of our products
• Understand each customer's strategic goals and make recommendations based our products and industry best practices
• Partner with sales to drive alignment for customer renewals and expansion opportunities
• Monitor and maintain customer health score and proactively drive action throughout the customer lifecycle to reduce churn risk
• Collaborate with internal teams to drive alignment, understand customer perceptions, and partner together to exceed customer expectations
• Work closely with Sales, Support, Product and Professional Services teams to track optimization requests, best practices, technical recommendations, and ensure account issues are resolved quickly
• Conduct quarterly business reviews and regularly interact with key stakeholders to deliver insights, product notifications, support notices, and operational reviews
• Analyze data independently to discover insights to improve the customer experience
• Prepare slide presentations and reports in a consumable customer format that delivers actionable insights
• Partner with Marketing and Alliances to develop customer stories, case studies, and client references based on data driven results
• Maintain expertise on industry trends/practices and competitive landscape

Qualifications

• 5-10 years of experience in customer success, technical account management,, solution architecture or other relevant functions serving mid-market to enterprise organizations
• Experience working with cross functional teams to develop roadmaps, and supporting process improvements.
• Strong communication skills, with ability to work with internal/external senior stakeholders.
• Must have experience with negotiating and closing renewals and creating expansion opportunities
• Ability to quickly grasp and distinctly explain technical and business concepts
• Strong analytical skills, comfortable working with raw data to drive insights and action plans
• Advanced problem-solving skills, ability to develop effective solutions to complex problems
• Strong understanding of business processes and their implementation to enterprise applications
• Exceptional organizational skills, experience coordinating concurrent projects in a high-pressure environment
• Proven consultative sales skills, including the ability to articulate a clear, concise return on investment

Work Schedule

• M-F 9pm to 6am Manila Time

Work Location

• 5th Floor, Asian Star Building Asean Drive; Alabang 1781 Muntinlupa CIty, Philippines
• Hybrid Set-up
• Should have strong internet connection (minimum of 20 mbps)
• Should have own Laptop/PC (minimum of i5 8GB RAM)

Note: As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.

By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.