15 часов назад
Senior Customer Success Manager (ITSM)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Senior Customer Success Manager (ITSM): Managing large customer accounts and customer success programs with an accent on retention, product adoption, customer advocacy, and account engagement. Focus on identifying at-risk customers, creating action plans, analyzing customer feedback, and coordinating cross-functional improvements across the customer experience.
Location: Manila, Philippines
Company
provides simple, powerful, and secure software solutions that help customers accelerate business transformation.
What you will do
- Manage large customer accounts and position customer success programs to support retention, product adoption, and customer advocacy.
- Act as the primary relationship holder and point of contact throughout customer deployment.
- Lead regular value conversations, account business reviews, and discussions about products, industry trends, and company updates.
- Identify at-risk customers, anticipate issues, and create action plans using available customer success programs.
- Collect and analyze customer feedback, CSAT and DSAT survey insights, and account activity in the CRM.
- Represent the customer internally and recommend process improvements across relevant departments.
Requirements
- At least 3 years of experience in account management, sales, customer success, or customer retention.
- Strong written and verbal communication and problem-solving skills.
- Experience with Tech Touch platforms such as Gainsight or Totango.
- Advanced Microsoft Suite skills and experience with CRM or ERP systems such as Salesforce or NetSuite.
- Advanced technical acumen, including understanding of networks, software, and licensing.
- Experience working toward goals, KPIs, and other performance measures.
Nice to have
- SaaS experience.
Culture & Benefits
- People-first environment focused on customers, employees, partners, and communities.
- Collaborative, accountable, and empathetic working culture.
- Opportunities for professional growth within a fast-paced environment.
- Equal employment opportunity for qualified applicants.
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