Client Success Manager
Transnational Diversified Group
- Taguig, PhilippinesPenthouse Net Quad, Taguig, Metro Manila, PhilippinesTaguigMetro ManilaPhilippinesPhilippinesTELECOMMUTE
- Full timeFULL_TIME
Job Description
Purpose of Position: Reporting to the Sr. Manager of Client Success, the Client Success Manager is responsible for managing relationships with our clients. This individual will manage a portfolio of customers who have implemented our phishing defense solutions with the goal of increasing product usage, driving adoption and retaining and growing revenue. This is a client advocacy role with a focus on exceeding customer expectations, delivering consistent and excellent service while ensuring our customers meet their business objectives with Cofense products.
Essential Duties/Responsibilities
- Work with the product management and development organization to channel client feedback and solutions into future releases of the product(s).
- Collaborate cross functionally to achieve customer satisfaction and resolve customer issues in a timely fashion.
- Collaborate with Sales to identify areas of solution expansion and adoption opportunities.
- Develop strong customer relationships that enable Cofense to become a trusted advisor to our customers.
- Provide business acumen for customers and strive to understand the business problem we are solving in order to best manage the evolution of the solution.
- Develop strong technical understanding of all Cofense products.
- Execute programs to ensure that Cofense is fully aware of the customer’s adoption level, value realization, and overall satisfaction with the product(s).
- Predict issues before they happen, engage clients who may potentially be at risk, gauge client’s satisfaction and identify opportunities to grow and enhance their overall security awareness training programs.
- Assess client needs based on client health score analysis.
- Work with clients to create tailored plans to ensure client success and achievement of client’s desired outcomes.
- Conduct regular meetings with clients and make recommendations to provide continued success with Cofense.
- Interact via email and phone with many clients at different stages of their phishing defense programs.
- Responsible for the facilitation of all customer onboarding activities .
- Act as the first point of escalation for customer issues when needed.
Minimum Qualifications
· Excellent verbal and written communications skills
· Excellent data entry skills
· Demonstrated client relationship and interpersonal skills
· Have a customer-first attitude
· High attention to detail and the ability to oversee multiple clients simultaneously
· Organized and methodical with excellent follow-through to ensure client expectations and deadlines are met
· Ability to adapt to a constantly changing environment
· Basic computer skills (Outlook, MS Word, PowerPoint, Excel, etc.)
· Knowledge of Salesforce preferred
Perks and Benefits
- Work from Home
Jobs Summary
- Job Level
- Entry Level / Junior, Apprentice
- Job Category
- IT and Software
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Sometimes
- Office Address
- TDG InHub
About Transnational Diversified Group
With its world-class excellence and win-win outlook, TDG has become a respected strategic partner of large global corporations with stringent requirements for total quality and cost-effective services in both traditional and new economy businesses. TDG’s distinguished partners and principals include NYK Line (Japan), Asiana Airlines (Korea), American Express (USA), Vroon B.V. (Netherlands), Yusen Logistics (Japan), Crystal Cruises (USA), Malaysia Airlines (Malaysia), Disney Cruise Line (USA), ePerformax Contact Centers (USA), Nippon Container Terminal (Japan) and Uyeno Transtech Ltd. (Japan).
A Partner and Employer of Choice, TDG has grown from one strategic partner and 16 employees in 1976 to more than 30 business partners and over 14,000 employees to date.