Manager - Specialist
Makati, 1229 Metro Manila, Philippines
2d ago

Contract Type : FULL-TIME Preamble

FULL-TIME Preamble

We are looking for a Manager, who specializes in project management and strategy execution for our internal clients, specifically our Customer Success team.

You will focus on executing the strategy set out by the Head of Customer Success, with the emphasis on driving efficiency and process improvement opportunities for our internal clients.

You will be an integral part of our Customer Success Leadership team and work closely with our cross-functional partners in Sales, HR, Finance, Service Delivery and Talent Acquisition.

You will be measured based on our organizational goals, specifically towards the successful implementation of projects and initiatives in line with our customer success strategy.


In this role you will :

Develop a thorough understanding of our service offerings

Lead your team to become PenBrothers process experts

Innovate solutions to answer inquiries at scale

Review, monitor and maintain your team's performance against their goals

Train your team on how to build value for our clients

Conduct weekly and monthly feedback and coaching sessions

Present team performance updates on a weekly and monthly basis

Managing delivery of the projects according to plan

Tracking and providing regular reports on project status to project team and key stakeholders

Managing and adjusting for any changes in project scope, schedule and / or budget

Identifying and mitigating potential risks

Managing the relationship and communication with the client and all stakeholders, ensuring the project is delivered to their satisfaction

Develop and share best practices with team members to continually improve quality, effectiveness and efficiency of our processes

Leverage feedback for continuous improvement to the client journey

Develop and share best practices with team members to continually improve quality, effectiveness and efficiency of our processes

Champion timeliness of client requests

Achieve the set team OKRs and metrics


The ideal qualifications for this opportunity :

Previous experience leading a high-performing Team is preferred

5-7 years of experience in project management roles

People Management experience in a professional setting is required

Bachelor's degree in Business, Computer Science, Industrial Engineering or any related field is preferred

Highly organized and detail oriented

Self-driven and proactive nature

Excellent communication and interpersonal skills

Demonstrate leadership qualities

Strong presentation skills

Propensity for relationship building

Mathematical and budgeting skills

Proficiency in Google Sheets and Google Slides

Excellent analytical, problem-solving and management skills

Exceptional negotiation and decision making skills

Ability to work independently and manage multiple priorities

Proficiency using Zoho, Intercom, Insided, Hubspot is a huge advantage, but not required

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