Customer Success Team Manager
StoreHub Sdn Bhd
- Makati, PhilippinesMakati, Metro Manila, PhilippinesMakatiMetro ManilaPhilippinesPhilippines
- ₱540,000.00 - ₱780,000.00 / yearPHP540000780000540000YEAR
- Full timeFULL_TIME
Job Description
As a member of an innovative, motivated and talented team, you will be responsible for providing technical, policy, and procedure guidance to the Success Team. The Customer Success Manager should have extensive knowledge of Customer Success processes and procedures. On a daily basis, the Success Manager will be responsible for making sure the team is developing and maintaining customer relationships that promote retention and loyalty.
Our next Customer Success Manager will oversee the team responsible for onboarding, account management, and feature adoption for our merchants in Philippines. In order to succeed, this person should be able to identify areas of improvement that ensure the highest quality of customer service and result in a very high customer retention rates. This person should be organized, attentive to details, and committed to meeting all of our department goals and metrics. He/She will also be on the pulse of issues regarding personnel, performance, customer perception, and project status, and works closely with colleagues and the Head of Operations to ensure consistent, high quality service.
What you will do:
- Effectively lead the Customer Success Team and evaluate their performance regularly
- Analyze and improve existing Customer Success processes with focus on scalability
- Ensure service levels are consistently exceeded
- Establish best practices through the entire account management from onboarding, to engagement to retention
- Interview Customer Success applicants and train new hires
- Actively respond to queries, complaints and escalations
- Follow up with customers to identify areas of improvement
- Develop daily, weekly and monthly reports on Success Team’s productivity
- Provide customer feedback to the appropriate internal teams, like product developers
- Maintain an orderly workflow according to priorities
Benefits:
We ask for hard work and dedication from all of our employees. In return we provide them with:
- Medical Insurance (HMO)
- Apple Computers for everyone
- Continuous learning and education
We get lots of work done! We just also believe that as long as our employees are happy (and fed) they will be well equipped to give their best each and everyday.
Minimum Qualifications
- 3-5 years experience in managing Customer Success teams
- Strong knowledge of management methods and techniques
- Solid technical background with an ability to give instructions to a non-technical audience
- Awareness of industry’s latest technology trends and applications
- Ability to think strategically and to lead
- Excellent client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Excellent speaking, reading and writing ability in English and Tagalog
- BS/BA Degree or equivalent years of experience
Perks and Benefits
- Paid Vacation Leave
- Paid Sick Leave
- Medical / Health Insurance
Required Skills
- Organizing and Planning
- Problem Sensitivity
- Customer Service
- Technical Skills
- Critical Thinking
- Communication Skills
- Coaching
Jobs Summary
- Job Level
- Mid-Senior Level / Manager
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Always
- Office Address
- OPL Building, 100 C. Palanca, Legazpi Village, Makati, 1229 Metro Manila, Philippines