Customer Success Manager - Pasig
Para lamang sa mga rehistradong miyembro Pasig, Pilipinas
1 buwan ang nakalipas
* Ang saklaw ng suweldo na ito ay isang pagtatantya na ginawa ng beBee
Job summary
We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world
Responsibilities
- Become a trusted advisor to key customer stakeholders and executive sponsors to fully understand business strategy, technical environment and measures for success
- Own all aspects of the customer relationship, including renewals, account growth, product adoption & utilization, ROI, and customer satisfaction
- Lead account reviews with customers to keep them informed of product features and enhancements
- Own all aspects of the renewal process including contract and commercial negotiations with the support of the legal team
- Serve as customer advocate and liaison while effectively collaborating with internal cross-functional teams, such as product management, sales, marketing, legal, engineering and finance
- Set, measure and achieve or exceed client retention and upsell/cross sell quotas
- Accurately forecast renewal, upsell and cross sell pipeline through effective proactive account management
- Identify and pursue client upsell opportunities, within and outside of their existing use case, to grow your book of business. Where appropriate, partner with sales on strategic deals
- Anticipate at-risk accounts to mitigate retention risk through client action plans and training
- Continuously drive product value and ROI by strategically advising clients on client's product features
- Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
- Remain current on industry news and current events understanding and proactively identifying impact on customer decisions and strategy
- Take the initiative to document best practices and sharing successes with the team
- Document all customer interactions, tasks and goals in Gainsight
Paglalarawan ng trabaho
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