Customer Success Manager
MicroSourcing International Inc.
Eastwood City, Philippines
6d ago

Job Description

  • The client is looking for an energetic, passionate, tech-savvy and customer-oriented Customer Success Manager to help our customers be more successful with our product.
  • You’ll be working with our customer base of knowledge workers to get them on-boarded, deliver Client's value and help them be more productive with our software throughout the customer lifecycle and answer their questions.
  • It’ll be your job to understand your customers' goals, offer tailored advice on best practices, and be the voice of the customer within our organization.
  • You will be proactively reaching out to the customers and sharing the expertise on how to use the product in the most efficient way.
  • You will also participate in creating educational materials for the customers.
  • We’re a fast-growing startup and our days are fun and intense.
  • We have a dynamic and diverse international customer base who want to be more productive and need your help taking the steps to make it happen.
  • It will be your job to understand customers goals, market, and industry trends, make thoughtful recommendations that solve their problems promptly and be the voice of the customer within our organization.

  • You will be part of the incredible Engagement Team and will work alongside other talented and passionate CSMs in an environment that prizes growth mindset, mutual support, and creative problem-solving.
  • We are still early in our journey and are looking for people who get excited about an opportunity to build and upgrade the car while it’s in motion.

    As a CSM, you will need to :

    Drive retention and growth among our SMB customers by understanding their business needs and helping them succeed.

    Proactively reach out to customers via phone and email to help them onboard with, optimize their use, resolve any usage and adoption issues.

    Write follow-up emails to customers with custom recommendations based on the topics, issues and questions discussed during the calls.

    Understand customer use cases, work processes and desired outcomes to help them unlock the most product value.

    Use our internal systems as well as tools, like Strikedeck for understanding customer health metrics and tracking interactions with customers.

    Report on work being done and share customer insights on a regular basis.

    Collaborate closely with other team members support renewals and expansion opportunities.

  • onduct product webinars for customers, answer their questions during these live online sessions.
  • Requirements

    A strong candidate for this role looks like this :

  • 2+ years of work experience in a customer facing role (Customer Success, Customer Success, Relationship Management, Account Management, or similar role)
  • Strong verbal and written communication skills : able to present complex ideas in an accessible and engaging way.
  • Experience with Excel and / or Google Spreadsheets.
  • Keen business sense to discover and understand customer business objectives and pain points to unlock the value to them.
  • Passionate about teaching / instilling knowledge in others.
  • Willing to dive into technical details of a product to understand it thoroughly.
  • Great people skills : genuine, warm, positive, engaging, connects well with people, friendly, empathetic, shows tact and poise under pressure when dealing with difficult interpersonal situations, the high degree of patience.
  • Excellent organization, note-taking, and time management skills.
  • Possess qualities that make a good CSM :

  • Energetic, critical thinker, generally curious, problem solver.
  • Passionate about learning and improving every day, motivated to excel.
  • Open to feedback, coachable.
  • Strong team player.
  • Self starter with strong ownership skills, willing to go above and beyond.
  • Creative and innovative.
  • High degree of Ownership.
  • Why Join Us?

    MicroSourcing offers diversity in career options. We welcome individuality in self-expression without losing the value for team involvement.

    We are a fresh look at the BPO & KPO industry. Come experience the MicroSourcing life and be part of our growing family.

    Cultures and Values

    We are a fast growing company but we have always been able to keep the fun, young and intimate atmosphere from the time we started.

    We strongly believe in transparency and honesty and we always make sure to represent the interests of our employees as much as we represent the interests of our clients.

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