Customer Success Manager (Philippines)
StoreHub Sdn Bhd
- Makati, PhilippinesMakati, Metro Manila, PhilippinesMakatiMetro ManilaPhilippinesPhilippines
- PHP 540.000,00 - PHP 780.000,00 / tahunPHP540000780000540000YEAR
- Penuh waktuFULL_TIME
Deskripsi Pekerjaan
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
Kualifikasi Minimum
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
Fasilitas dan Tunjangan
- Paid Vacation Leave
- Paid Sick Leave
- Medical / Health Insurance
Keahlian yang diperlukan
- Organizing and Planning
- Problem Sensitivity
- Customer Service
- Technical Skills
- Critical Thinking
- Communication Skills
- Coaching
Ringkasan Perkerjaan
- Tingkat Posisi
- Mid-Senior Level Manager
- Spesialisasi
- Customer Service
- Persyaratan tingkat pendidikan
- Lulus program Sarjana (S1)
- Respon rekruter ke lamaran
- Always
- Alamat Kantor
- OPL Building, 100 C. Palanca, Legazpi Village, Makati, 1229