Director of Customer Success - Taguig - SYSGEN RPO

    SYSGEN RPO
    SYSGEN RPO Taguig

    1 araw ang nakalipas

    ₱3,500,000 - ₱6,500,000 (PHP) bawat taon * Teknolohiya / Internet
    Paglalarawan

    We are looking for a Director of Customer Success to lead a global team delivering world-class business and technical account management. This senior leadership role will oversee Professional Services Managers and Individual Contributors, driving customer retention, product adoption, and long-term client relationships.

    What You'll Do

    • Act as a senior leader within a matrixed Customer Success organization, collaborating with Professional Services, Technical Support, Sales, and other customer-facing teams.
    • Partner with regional and operational leaders to effectively lead global and remote teams.
    • Develop and execute customer retention and renewal strategies to meet or exceed targets.
    • Collaborate with Sales leadership to improve product adoption and penetration within existing customer portfolios.
    • Drive continuous improvement in customer experience, support, and service delivery
    • Provide leadership input on partner enablement, implementation performance, and operational effectiveness
    • Identify and implement new roles, processes, tools, and KPIs aligned with business growth and maturity
    • Support customers in maximizing value from existing products and solutions.
    • Oversee account assignments to Technical Account Managers and Technical Success Advisors.
    • Maintain awareness of competitive solutions to guide opportunity development and strategic positioning.
    • Coach leaders and team members to proactively identify customer needs and address objections through solution-based approaches.
    • Track and measure performance through retention metrics, customer satisfaction, and references.
    • Conduct regular one-on-one meetings, coaching sessions, and performance reviews
    • Lead recruitment, hiring, and workforce planning in collaboration with senior stakeholders
    • Serve as an on-call leader, available as needed to support critical customer situation

    What We're Looking For

    • 12+ years of experience in customer service, contact centers, or B2B technology.
    • 5+ years of management experience building and leading high-performing teams.
    • Strong background in leading remote teams and global operations.
    • Confident public presence with experience in enablement, training, or speaking.
    • Analytical, inquisitive, and service-oriented mindset.
    • Bachelor's degree required; MBA preferred.

    Financial Responsibility includes, but not limited to:

    • Own financial responsibility for assigned segments, including staffing, expenses, and budget management
    • Ensure accurate billing, invoicing, and adherence to contractual agreements
    • Approve credits, adjustments, and expenditures in line with company policies
    • Drive quarterly implementation and operational performance goals

    Job Details:

    • Direct hire with the client
    • Hybrid set up (2Xonsite, 3X WFH), US Work hours.
    • Regular Employment
    * Ang saklaw ng suweldo na ito ay isang pagtatantya na ginawa ng beBee
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