Customer Success Manager (Account Manager)

KMC Solutions

Posted 21 days ago and deadline of application is on 29 Apr
Recruiter was hiring 17 days ago

Job Description

PRIMARY FUNCTION:

The primary responsibility of a Customer Success Manager is to develop long term partnerships with Sprout's customers to ensure they remain successful by realizing the full value of their investment with Sprout. Adoption, retention, and advocacy are key initiatives for the CSM.

RESPONSIBILITIES:

  • Define and optimize customer journey and create standard presentation materials for lifecycle plays
  • Personally manage escalations from direct reports, and follow a methodical escalation process to execs
  • Drive true value for customers by being an expert on best practices in change management and finding ways for CSMs to deeply understand our customers’ objectives and become a trusted right-hand advisor
  • Gather feedback from other departments, including Sales, Support, Product, and others to improve the customer experience
  • Create company-wide customer feedback loop
  • Create renewal and up-sell strategy and focus on selling with a retention focus
  • Own key metrics for the team such as renewal rate, up-sell target, product adoption metrics, customer satisfaction survey score
  • Recruit and mentor a world-class team

Minimum Qualifications

  • At least 3 years experience in account management, preferably in the software industry
  • Has a track record of being a high achiever
  • Strong empathy for customers and passion for revenue and growth
  • Analytical and process-oriented mindset
  • Ability to command a group of individuals in a room quickly and be assertive in a public environment
  • Strong internal communication skills including ability to work with all levels of the organization (development, sales, marketing, professional services)
  • Ability to work in an entrepreneurial environment in a team and individually
  • Strong focus on team environment

Perks and Benefits

  • Paid Vacation Leave Paid Vacation Leave
  • Paid Sick Leave Paid Sick Leave
  • Medical / Health Insurance Medical / Health Insurance
  • Mobile Phone Discount Mobile Phone Discount

Required Skills

  • Sales and Marketing Knowledge
  • Customer Service
  • Account Management
  • Product Management

Jobs Summary

Job level
Mid-Senior Level / Manager
Job category
Management and Consultancy
Educational requirement
Graduated from college
Recruiter response to application
Sometimes 
Office Address
Fort Bonifacio, Taguig, Metro Manila, Philippines
Industry
BPO
Vacancy
6 openings
Website

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About KMC Solutions

KMC Solutions is the leading outsourcing and offshoring corporate services provider in the Philippines. Our company delivers effective business solutions through a seamless integration of services, together with our sister companies: KMC MAG Group, Inc., the country's top real estate services firm and Kittelson & Carpo Consulting, a business consultancy firm. From finding the right office space or serviced office, complying with legal and business requirements down to human resources and payroll management, KMCS offers a full suite of business process outsourcing (BPO) and offshoring services that are designed to help foreign companies and investors smoothly enter the Philippine market and expand operations in the country. KMC Solutions has a cross-cultural team composed of expatriates and Filipinos who collaborate using quality-centric processes to deliver effective results for our clients. Since 2009, KMCS has assisted businesses in successfully transitioning and establishing operations in the Philippines. Our client portfolio includes SMEs and multinational firms such as Bright, WEIR, and Readify.
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