Customer Success Manager
32nd Corner 3rd Avenue, Level 25 and 26 , The Curve BGC, Bonifacio Global City Taguig, Manila, CENTRAL LUZON, 1630, Philippines
1d ago

Join a team recognized for leadership, innovation and diversity

  • You’ll partner with a range of customer relationships to retain revenue and to grow the monthly recurring revenue
  • You will be accountable for retaining or growing retaining $1m in annual revenue
  • You’ll be involved in the entire customer lifecycle from pre-sales, on-boarding, and throughout the duration of the subscription period.
  • This will include building, maintaining and presenting customer centric support / usage scorecards and reports

  • We’ll expect you to assist in the design and development of documentation for exceptional onboarding, training, & implementation along with sharing best practices amongst the CSM Teams
  • You’ll spearhead product adoption with the customer and ensure quick time to value.
  • We’ll need you to maintain a deep understanding of our products and solutions and communicate with customers about the most relevant features / functionality for their specific business needs.
  • You’ll establishes deployment goals and success factors and then develop a plan to carry them out successfully; overseeing the implementation
  • You’ll collaborate closely with Product engineering and Development teams to identify and track enhancement requests, and bugs along with usage trends and customer
  • We’ll expect you to work in close collaboration with our sales team to ensure timely renewals of existing contracts.
  • Overall, you’ll build value-based relationships with our customers ensuring that they remain delighted with the product;
  • define and conduct QBRs (quarterly business reviews) and EBRs (Executive Business reviews) as needed and where expected in the sales process.

  • Must have 3-4 years of account management experience within a success software-oriented business.
  • Experience in overseeing complex deployment and usage projects
  • Experience in managing customers’ expectations both large and small and knowing how and why to manage each differently.
  • Proven track record of being a revenue driver, is proactive, success oriented, analytics focused and predictive
  • Strong listening and coordination skills to understand the customer’s concern and able to work along internal and external technical teams to successfully resolve them
  • Possess the ability to manage ambiguity and find solutions for customers that match the technology offerings within the
  • Salesforce. Jira and marketing software knowledge is a plus
  • Experience working globally and ability to travel
  • Apply
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