StoreHub Sdn Bhd
StoreHub Sdn Bhd

Customer Success Manager (Philippines)  

StoreHub Sdn Bhd

 
  • Makati, Philippines
    Makati, Metro Manila, Philippines
    Makati
    Metro Manila
    Philippines
    Philippines
  • ₱540,000.00 - ₱780,000.00 / year
    PHP
    540000
    780000
    540000
    YEAR
  • Full timeFULL_TIME

Expired 4 years ago

2020-03-30T16:00:00+00:00
Job closed.

Job Description

As a member of an innovative, motivated and talented team, you will be responsible for providing technical, policy, and procedure guidance to the Success Team in the Philippines. The Customer Success Manager should have extensive knowledge of Customer Success processes and procedures. On a daily basis, the Success Lead will be responsible for making sure the team is developing and maintaining customer relationships that promote retention and loyalty.

Our next Customer Success Manager will oversee account management for all our Filipino customers and should be able to identify areas of improvement that ensure the highest quality of customer service. This person should be organized, attentive to details, and committed to meeting all of our department goals and metrics. He/She will also be on the pulse of issues regarding personnel, performance, customer perception, and project status, and works closely with colleagues and the Head of Operations to ensure consistent, high quality service.

What you will do:

  • Effectively lead the Customer Success Team and evaluate their performance regularly
  • Analyze and improve existing Customer Success processes with focus on scalability
  • Ensure service levels are consistently exceeded
  • Establish best practices through the entire account management from onboarding, to engagement to retention
  • Interview Customer Success applicants and train new hires
  • Actively respond to queries, complaints and escalations
  • Follow up with customers to identify areas of improvement
  • Develop daily, weekly and monthly reports on Success Team’s productivity
  • Provide customer feedback to the appropriate internal teams, like product developers
  • Maintain an orderly workflow according to priorities

Minimum Qualifications

You will need:

  • Experience in leading Customer Success teams
  • Strong knowledge of management methods and techniques
  • Solid technical background with an ability to give instructions to a non-technical audience
  • Awareness of industry’s latest technology trends and applications
  • Ability to think strategically and to lead
  • Excellent client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Excellent speaking, reading and writing ability in English and Tagalog.
  • BS/BA Degree

Perks and Benefits

  • Paid Vacation LeavePaid Vacation Leave
  • Paid Sick LeavePaid Sick Leave
  • Medical / Health InsuranceMedical / Health Insurance

Required Skills

  • Organizing and Planning
  • Problem Sensitivity
  • Customer Service
  • Technical Skills
  • Critical Thinking
  • Communication Skills
  • Coaching

Jobs Summary

Job Level
Mid-Senior Level / Manager
Job Category
Customer Service
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Always
Office Address
OPL Building, 100 C. Palanca, Legazpi Village, Makati, 1229
Industry
Information Technology / IT
Vacancy
1 opening
Website
http://www.storehub.com

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About StoreHub Sdn Bhd

Making Business Awesome For Everyone StoreHub is one of Southeast Asia's fastest growing technology companies, serving over 15,000 businesses across the region. We enable businesses to be successful by automating operational excellence and customer growth on our merchant platform for omnichannel retail and F&B businesses. The platform consists of a comprehensive range of products such as the Cloud-Based POS, Inventory Management System, QR Ordering, and Food Delivery System. Serving Needs, Not Just Profits With the fast changing world we now live in, it’s absolutely critical for businesses to use technology to not just survive but to thrive. We also believe that it’s incredibly important to bring the best technology not only to those who can afford it, but to those who have traditionally been marginalised by the technology race. That’s why it is our mission to make technology available for everyone, big or small, enabling all businesses to achieve success that is both sustainable and scalable. Why join us: A Place Where People Thrive At StoreHub, we use the term “pro sports team” to describe how we operate, referring to ourselves as Players (our teammates) and Coaches (our managers). In a pro sports team, we know that winning involves working together with teammates who are extraordinary at what they do and are highly effective collaborators. The satisfaction of being on a pro sports team is immense. Our vision of a great workplace is not free lunches, fancy buildings, or frequent parties. Instead, we believe a great workplace is about a group of people in singular pursuit of ambitious goals - in serving needs of businesses, big or small, by making technology available for everyone. In our team, we let results speak for themselves. There’s no reward for long hours with poor results, and there’s no penalty for going home on time when you’re producing excellent work. Of course, to be great, most of us have to put in considerable effort, but hard work alone and long hours are not how we measure or talk about a person’s contribution. Our model works best for people who value teammates that deliver strong outcomes and results. While our players are fantastic, we know we can always be better. We believe that being at the top of our game must not hinder our desire to constantly pursue growth. Simply assembling a group of talented people in itself is not enough to win goals. They would need to train together to develop cohesion and chemistry, which synergise multiple talents into a single formidable force. In joining us, you’d be signing up for a journey of professional and personal growth with other driven and talented people. You can expect to learn from each other and build something meaningful as a dream team. An important discipline we practice to facilitate growth and teamwork is radical candour - we only say things about teammates that we say to their face (and in a respectful manner). And this goes for interactions with peers, managers, and even with our CEO. We embrace this level of directness so that feedback is real, praise is specific, and criticism is helpful. An important component to our culture of candour is developing a strong sense of self-awareness through frequent and meaningful reflections. We believe that candour and reflection help us grow individually and as a team, with more intentionality and less drama. We use Apple MacBooks, work in a modern and open office, with free parking, a fully stocked pantry, learning benefits, and provide health insurance. These are not random perks. Rather, we know that the right tools and environment are productivity multipliers that help set our team up for success. From ergonomic chairs, to blazing fast Internet, and optimum sunlight at work stations - no detail is ever too small in our design and desire to best support our team’s performance. You will also be introduced to over 20 different tools that we use to support basic tasks, so that we can focus our minds on the kind of work that matters. If what you’re reading about our team and work philosophy excites you, do get in touch! We’d be just as excited to meet and get to know you as well.

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