Kalibrr
Kalibrr

Director, Customer Success  

Kalibrr

 
  • Makati, Philippines
    Kickstart Ventures, 55 Paseo de Roxas Ave., cor. Buendia Ave., Makati, Metro Manila, Philippines
    Makati
    Metro Manila
    Philippines
    Philippines
  • Full timeFULL_TIME

Expired 7 years ago

2017-08-30T16:00:00+00:00
Job closed.

Job Description

Kalibrr is building the premier end-to-end digital recruitment platform in Southeast Asia. With operations in both Jakarta and Manila, the Director of Customer Success will build for SaaS solutions in the Philippines. The role is responsible for developing and implementing policies, processes, systems and strategies that will result in high customer satisfaction, product adoption, customer retention, and business expansion. The Director of Customer Success will have strong empathy for customer experiences both online and offline. She or he will be instrumental in understanding and mapping out customer journeys and points of interaction.


The person in this role must be able to adapt to a dynamic environment. They must leverage appropriate data, resources, programs and even tools to decrease churn and increase retention of clients through contract renewals. In this role, you must be able to apply different models of service levels from high-touch to low-touch for both efficiency and impact. Finally, this leadership role will require experience in customer management, process improvement, some level of understanding of product development, and strong emphasis on leading highly-productive, customer-facing teams.

Responsibilities:

  • Drive adoption, increase customer satisfaction and overall health score to promote higher retention rates
  • Assist in increasing renewal rates and reducing churn
  • Work with Sales team to expand company revenue
  • Influence and map customer journey
  • Standardize interactions for each point in journey
  • Align with Executive Team around key metrics and objectives and define operational metrics for CS
  • Establish system for tracking metrics and implement cadence in regular program performance reviews in CS
  • Assist in development and maintenance of Customer Success Management reporting platform.
  • Assist in developing systems to capture voice of customer and create feedback loop/listening points leading to NPS improvement
  • Align with Sales around expansion and Finance around quarterly and annual forecasting
  • Identify opportunities for continuous improvement
  • Align and scale the Customer Success team
  • Create company-wide culture of customer-centricity and Customer Success
  • Learn and apply best practices in CS for SaaS industry

This role reports to the Senior Vice-President for Customer Engagement | Country Manager, Philippines.

KPIs:

  • Timely account activation
  • Certification of recruiters and HR teams for onboarding
  • High customer retention rates (over 80%)
  • Outstanding CSAT scores
  • Increasing customer lifetime value (CLTV)

Minimum Qualifications

Job Requirements:

  • Bachelor's Degree or equivalent experience
  • Minimum 10 years’ relevant work experience.
  • Demonstrated success in Customer Engagement leadership role in a SaaS company with subscription models
  • Strong understanding of value drivers in recurring revenue business models
  • Demonstrated ability in data-driven decision making
  • Proven ability to interact with managers at all levels from first-line supervisors to C-suite executives
  • Entrepreneurial mindset with high degree of autonomy and self-motivation, yet very strong team contributor
  • Self-starter who thrives under ambiguity in a startup environment
  • Thrive in a multitasking environment and adjust to fast moving priorities
  • Ability to learn technology quickly
  • Ability to manage effectively lead teams consisting of both Millennials and non-Millennials

Jobs Summary

Job Level
Director / Executive
Job Category
Management and Consultancy
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Sometimes
Office Address
Kickstart Ventures, 55 Paseo de Roxas Ave., cor. Buendia Ave., Makati, Metro Manila, Philippines
Industry
Computer Software / Engineering
Vacancy
1 opening
Website
https://www.kalibrr.com

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About Kalibrr

Kalibrr’s mission is to help transform the way organizations hire great talents, and talents find meaningful career opportunities. Through our portfolio of technologies and services, we’re building a company that connects millions of individuals with world-class businesses, that helps forge strong recruiter - candidate relationships, and ultimately humanizes the entire hiring and career discovery experience. Whether we’re launching new technologies to help companies hire better or strategic programs to help talents engage with employers more meaningfully - people at Kalibrr are optimists at heart. We believe in our ability to continuously improve the value we can deliver and the impact we can create - one opportunity, one individual at a time. Together, we are powering innovation in SE Asia, by enabling ground-breaking organizations in the region to work with exceptional individuals.

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