Manager, Customer Success (Contact Center)

TL;DR

Manager, Customer Success (Contact Center): Overseeing a Technical Account Management team to deliver world-class service and drive customer retention for enterprise clients with an accent on technical configuration, business analysis, and team leadership. Focus on mentoring TAMs, managing complex customer expectations, and ensuring industry-leading satisfaction within the contact center ecosystem.

Location: Must be based in Manila, Philippines (Hybrid: 2 days in office, 3 days remote).

Company

hirify.global is a global market leader in AI, cloud, and digital software solutions, serving over 25,000 businesses worldwide to deliver extraordinary customer experiences and ensure public safety.

What you will do

• Build, mentor, and lead a team of Technical Account Managers (TAMs) to ensure high customer satisfaction and retention.
• Provide technical architecture leadership and guidance on configuration, programming, and database design.
• Manage customer expectations and coordinate inter-departmental activities to resolve complex technical issues.
• Develop project proposals, perform risk analysis, and manage change control for business operations.
• Conduct annual merit reviews, performance management, and regular 1:1 coaching sessions.
• Engage with customers in a consultative capacity, providing expertise on contact center infrastructure and CRM integration.

Requirements

• Bachelor's degree in Computer Science, Business Information Systems, or equivalent.
• 7+ years of experience in customer service, contact center, or service delivery.
• 7+ years of Enterprise (Fortune 500) experience in Service Management.
• 3+ years of experience in building and leading high-performance teams.
• Strong technical knowledge of contact center software, design, and functionality.
• Must be based in Manila, Philippines and able to work in a hybrid model.

hirify.global-to-have">hirify.global to have

• Experience working with Enterprise-level accounts.
• Network and Telecom industry experience.
• Analytical and inquisitive mindset with a service-oriented approach.

Culture & Benefits

• Fast-paced, collaborative, and innovative work environment.
• hirify.global-FLEX hybrid model offering maximum flexibility.
• Endless internal career opportunities across multiple domains and locations.
• Opportunity to work with market-leading AI and cloud technologies.