Customer Success Manager
Sutherland
Date: 2 weeks ago
City: Taguig
Contract type: Full time
Company Description
We are hiring Customer Success Manager to serve as a key resource to a dedicated set of our most valued and high-profile customers to help them extract maximum value from their investment in our team messaging, video meetings, and a business phone product. As a critical piece of our land and expand efforts,
Responsibilities:
Our most successful candidates will have:
All your information will be kept confidential according to EEO guidelines.
We are hiring Customer Success Manager to serve as a key resource to a dedicated set of our most valued and high-profile customers to help them extract maximum value from their investment in our team messaging, video meetings, and a business phone product. As a critical piece of our land and expand efforts,
- You will manage a set of customers daily, and you will advocate for them by orchestrating internal efforts with sales, implementation, technical support, expansion sales, etc.
- You will be positioned as a subject matter expert and resource for helping customers realize value from their IT spend.
Responsibilities:
- Develop strong customer relationships and serve in the role of trusted partner.
- Proactively drive adoption across multiple product technology stack to ensure customers are maximizing ROI.
- Manage adoption campaigns through regular updates of campaign objective in our CRM.
- Ensure customer satisfaction: facilitate quarterly business reviews, execute on mutual success plans, address technical demands, engage appropriate resources to ensure issues are being handled and escalated in a timely matter.
- Mitigate churn risk and maintain/grow monthly recurring revenue.
- Project Management - quarterback internal and external initiatives.
- Act as a liaison to sales by building internal relationships to help identify opportunities and expand
- Partner cross-functionally with support, professional services, sales and marketing segments to create customer success that drives positive customer satisfaction and account growth.
- Execute and build out an Adoption strategy through consistent weekly, bi-weekly or quarterly business reviews to have a proactive approach.
Our most successful candidates will have:
- +1 yrs experience in an Account Management, Sales Project Manager or Customer Success Role.
- 1+ yr in high-tech industry telecommunications industry.
- +2 yrs experience in a B2B environment.
- Proven track record of balancing, prioritizing and completing multiple tasks for customers, delivering them on-time with quality.
- Strong analytical and problem-solving skills - Excellent presentation skills, from mid-level to exec level audiences.
- Excellent communication skills - fluency in English - and understanding of situational uses of different communication skills.
- Ability to lead cross-functional teams within to resolve issues.
- Solution-oriented mindset to understand and solve complex customer issues.
All your information will be kept confidential according to EEO guidelines.
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