Job Summary: Responsible for long-term relationships with clients, improving their over-all experience, and driving customer satisfaction.
Job Descriptions:
Customer Retention:
- Oversee effectiveness of customer on-boarding 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
- Strong 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