Client Success Manager - Manila, PH

ROLE DESCRIPTION

Our mission is to deliver exceptional value and results to our clients, ensuring their long-term success. We are currently seeking a motivated and experienced Client Success Manager to join our team and help us build strong relationships with our clients.

As a Client Success Manager, you will be responsible for fostering and maintaining positive relationships with our clients. Your primary goal will be to ensure client satisfaction, retention, and expansion of services. You will serve as the main point of contact for our clients, helping them achieve their business objectives through our products/services.

KEY RESPONSIBILITIES

• Managing the overall relationship with assigned clients, including onboarding, implementation, training, increasing adoption, ensuring retention, and high customer satisfaction levels.
• Build and maintain strong relationships with assigned clients, acting as their trusted advisor.
• Understand client needs, objectives, and challenges to effectively align our products/services with their goals.
• Proactively engage with clients on a regular basis to ensure their satisfaction and address any concerns or issues they may have.
• Develop and execute strategic account plans for each client, outlining growth opportunities and expansion strategies.
• Collaborate with cross-functional teams, such as sales, marketing, and product development, to ensure client success and maximize customer lifetime value.
• Conduct regular business reviews with clients to review performance, identify areas for improvement, and present new solutions or features.
• Serve as a client advocate within the company, representing their interests and providing feedback to internal teams.
• Monitor client usage and engagement with our products/services, identifying upsell or cross-sell opportunities.
• Provide training and support to clients, helping them fully utilize our products/services and achieve desired outcomes.
• Stay up-to-date with industry trends, best practices, and competitive landscape to provide valuable insights to clients.
• Clearly communicate company values and update clients on any new products, programs, or marketing initiatives. Documenting resolutions of clients for reporting and creating a resolution database.

Required Skills and Qualifications

• 3-5 years of experience in communications, marketing, sales, account management, or customer success
• Strong verbal and written communication, strategic planning, and project management skills
  
• Analytical and process-oriented mindset
  
• Comfortable working across multiple departments in a deadline-driven environment
  
• Active team player, self-starter, and multitasker who can quickly adjust priorities

Preferred Skills and Qualifications

• Bachelor’s Degree in Business Management, Marketing, Communications and the like
• Knowledge of Client Relationship Management and Project Management Tools

Additional information
Set-up: Full-time, Remote

Schedule: Monday - Friday, for 7.5 Flexible working hours between 6am-6pm Eastern Standard Time Zone (EST)