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

SupportNinja is seeking a Philippines-based Customer Success Manager (CSM) to join our growing Revenue Operations Team. This candidate will be an experienced professional with expertise in building client relationships, servicing and selling to customers with the ability to establish the new, foster the old, and handle the unique.

The ideal candidate is one who has experience with BPO industry, passionate about solving customer needs, simple and effective communications skills via phone and email, and able to set customer expectations which help set the mood for customer retention and is also adept at spotting churn risk and mitigating against this. This position will support a customer base of accounts to ensure we retain and grow these customers. A key part of this role will be to identify and mitigate against early churn risks.

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

If you are interested, you can access your instant interview here: https://alpharun.com/i/6VsbeiGjo_GIuMisATqcD

What does a day in the life of a Customer Success Manager 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 Customer Success Manager?

• Handled MaaS Accounts within a BPO environment
• At least 3 years of experience in a customer success or account management role
• 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.

Core Competencies:

• Strong communication skills, both verbal and written

• Strong attention to detail, critical thinking and problem-solving skills

• Demonstrated experience in growing revenue in your previous role

• Customer Focus

• Problem-solving

• Leadership

• Critical Thinking

• Analytical Thinking

• Team-player

• Results-driven

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

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?

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