Start Date: ASAP

Work Schedule: 10PM - 7AM MNL

Work Set Up: Remote/WFH (Should be amenable to go onsite when needed)

Type of Contract: Full-Time

As a Sr. Customer Success Specialist, your primary responsibility will be to cultivate strong relationships with our B2B clients, ensuring their successful onboarding, product adoption, and continued growth.

What does a day in the life of a Sr. Customer Success Specialist look like?

• Be the Internal Voice of the Customer within the SupportNinja organization advocating for the customer and ensuring they can access the breadth of SupportNinja’e expertise. Drive a customer-first culture.
• Promote customer satisfaction and loyalty by demonstrating an understanding of their business needs and helping them achieve their objectives.
• Onboarding: Assist new customers in onboarding, ensuring we are clear on measures of success and KPIs.
• Customer Journey: Ensure that clients achieve their objectives by guiding them through the customer journey process.
• Performance Management:
  • Customer: Ensuring we have clear KPIs in place, agreed with the customer and reviewed regularly.
  • Internal: KPI management and review, including occupancy and productivity.
  • Proactively managing any negative change in trends to identify root cause and ensure a recovery plan is in place.
• Client Engagement Lead for Check-Ins: including conducting prep meetings at least 24 hours in advance of the scheduled meeting. Ensuring we take every opportunity to demonstrate value and interpret KPI trends.
• Data-Driven Insights: Provide valuable insights to customers by reporting, analyzing data, and helping them understand the significance and impact of this data on their objectives.
• NPS Management: own the NPS for your customers, being an advocate for participation in the process and the owner of any actions arising from NPS
• Churn: CSS is the churn champion. They own process adherence when a churn risk arises on their customers. They will also own escalations when we are deviating from the churn management process and SLAs.
• Managing escalations and ensuring we bring each to a timely resolution.
• Change management: tracking all customer change requests, analysing impact and ensuring we document all changes.
• Manage account renewals.
• Be a Business Partner with Key Account Management Team and Service Delivery to always provide our customers with value.
• Collaborates with other departments as needed to resolve customer issues
• Maintains a positive, empathetic, and professional attitude toward customers and colleagues at all times

What are the required qualifications for a Sr. Customer Success Specialist?

• At least 3 years experience in a customer success or account management role
• BPO experience is strongly preferred
• Exceptional ability to communicate and foster positive business relationships
• Previous customer service experience and/or Previous Account Management
• Competent in working with CRM systems, like Hubspot.

Ninja Perks and Benefits

• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO on day 1
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development
• Beautiful office space
• Free lunch provided daily

If you are interested, you can access your instant interview here: https://alpharun.com/i/RcqwQloxEdFy9fEiuuiyp

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