Job Summary
Responsible for long-term relationships with clients, improving their overall experience, and driving customer satisfaction.
Customer Retention
Oversee effectiveness of customer onboarding process
Ensure retention of clients by building customer loyalty and engagement programs
Identify opportunities for upselling or cross-selling additional products and services
Gather and analyze data to consistently improve retention rate
Customer Service
Draft customer service guidelines and implementation plan
Collaborate with internal departments to develop and execute customer success strategies
Analyze customer feedback and communicate product and process innovations
Work with external entities including but not limited to collection companies and government agencies to manage customer escalations and complaints
Qualifications
Holds a bachelor's degree in business, Finance, Marketing, Communications, or any related field
At least two (2) years of experience as a Customer Success Manager or in customer success roles
Experience in managing customer success programs, customer retention, and upselling strategies
Robust communication skills, both written and verbal
Excellent negotiation and problem-solving skills, and critical thinking abilities
Familiarity with CRM tools and other software relevant to executing customer success initiatives
Salary Range: Php 60,000- Php 80,000
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