Account Manager (Customer Success Manager) - Wfh

The Customer Success Manager plays an important function in safeguarding a long-term relationship with a pool of clients. The Customer Success Manager reports to the Senior Customer Success Manager for escalation management, ticket and incident management support, and customer engagement, and collaborates with other functional teams for the success of customer advocacy objectives.

Job Responsibilities:

• Be an ambassador and act as the main point of contact for a pool of customers.
• Assist in project management and new customer onboarding, including end-user training of customers.
• Be a trusted advisor to your customers, proactively looking for ways for them to improve their ROI of our services.
• Manage the business relationship with customer and other stakeholders, running kickoff meetings, quarterly reviews, and reports.
• Drive revenue from existing customer by identifying opportunities to upsell our products and service that would add value to their business.
• Assist the Sales Department for any renewal or expansion opportunities.
• Work with IT Department to report any issues being experienced by the customer.
• Develop strategic account plans in managing multiple customers and scale cross-team efforts.

Job Requirements:

• 1-3 years of experience with customer service, technical solutions delivery, or other related job.
• Bachelor’s degree in Information Technology, Computer Science, or any other related course with equivalent work experience.
• Excellent written and verbal communication skills.
• Exceptional customer management and facing skills.
• Work experience in a Managed Service Provider (MSP) environment is an advantage.
• Ability to establish and maintain positive and effective work relationships with coworkers, clients, members, providers, and customers.
• Highly organized, detail oriented, and collaborative.
• Knowledge with different Microsoft products and other cloud offerings (O365, Azure, Intune, etc.) as well as Cisco/Meraki products and service is a huge advantage.
• Amenable to work on night shift and PH holidays.
• Amenable to report to office for meetings, conference and trainings.

Job Type: Full-time

Benefits:

• Additional leave
• Company Christmas gift
• Company events
• Health insurance
• Life insurance
• Opportunities for promotion
• Paid training

Schedule:

• 8 hour shift
• Holidays
• Monday to Friday
• Night shift

Supplemental Pay:

• 13th month salary
• Overtime pay

Application Question(s):

• Do you have experience in night shift schedule?
• Walk me through your experience as CSM (B2B).

Work Location: In person