Account Management Specialist

ECAM; Iloilo City; On-site; PHP 420,000 - 660,000; Full time

Benefits offered by this job

Day 1 HMO for you and two dependents

Annual and Performance Based Salary In

Additional Leave Credits

Job summary

ECAM is seeking an enthusiastic Customer Success Specialist to manage and grow relationships across multiple locations. You will own the customer journey, advocate for clients, and collaborate with internal teams to deliver a consistent experience that drives satisfaction and value.

You will identify stakeholders, resolve issues promptly, train customers remotely, and help uncover upsell opportunities while maintaining data integrity across platforms.

Qualifications

• 5+ years’ experience in a Customer Success or Account Management role.
• Ability to quickly connect with people and build lasting relationships.
• Strong critical thinking and proactive issue mitigation.
• Customer advocate with a positive, can-do attitude.
• Experience interacting with executives to yard managers.
• Owns tasks with minimal supervision and adapts to change.
• Proficient in navigating technical systems and workflows.

Responsibilities

• Build and maintain strong customer relationships across locations via phone, video and email.
• Identify key stakeholders and manage the customer-vendor relationship.
• Identify and resolve problems promptly; gather and analyze information.
• Monitor incidents and escalate as needed to ensure satisfaction.
• Prioritize multiple issues and collaborate with cross-department resources.
• Assess financial/operational impact and customer experience when deciding actions.
• Maintain knowledge of products and platforms to support customers.
• Train customers remotely and onboard them to systems.
• Identify upsell opportunities and coordinate with sales teams.
• Ensure data integrity across customer platforms and understand hierarchies.
• Provide timely follow-up to ensure customer satisfaction and cover weekends/holidays as needed.

Skills

Relationship building

Communication

Problem solving

Customer advocacy

Stakeholder management

Ownership

Adaptability

Independent work

Education

Experience in Customer Success or Account Management

Tools

CRM software

Video management systems

Job description

ECAM is looking for talented individuals like you! Be the next Customer Success Specialist.

ECAM, the leader in interactive surveillance is looking for an enthusiastic Customer Success Specialist. Someone who is enthusiastic about the customer experience, has a passion for people and thrives on building strong lasting relationships.You will be the voice of ECAM, customer advocate and owner of the customer-vendor relationship providing results driven actions for: customer satisfaction, value, brand loyalty, customer retention, and growth.

Job Highlights:

• Day 1 HMO for you and two (2) of your dependents.
• Annual and Performance Based Salary Increase
• Additional Leave Credits

Duties & Responsibilities:

• Build and maintain strong, lasting customer relationship via phone, video and email and provide a consistent customer experience to all assigned locations
• Identify and connect with key customer stakeholders in various positions within each assigned location
• Ability to identify and resolve problems in a timely manner; gather and analyze information skillfully
• Mitigate customer issues and monitoring incidents within assigned parameters with a high level of customer satisfaction and communicate with escalation points when needed
• Prioritize and manage several open issues at a time while working with cross departmental resources
• Consider the financial impact, operational impact and the customer experience impact of decisions and actions both on internal and external customers
• Maintain an understanding of company products and technology platforms to better support customers and resources in the field
• Develop and identify an understanding of customer use and product value at each location and across book of accounts
• Drive and complete assigned proactive calling and outreach campaigns designed to reinforce the customer experience and perceived value of our products and services
• Identify and execute on upsell opportunities and leverage outside sales team as needed to increase product penetration at locations
• Provide system training to customers and onboard customers remotely
• Maintain system data integrity across multiple customer platforms
• Understand and navigate customer hierarchy and decision process
• Diagnose, research, identify and troubleshoot some basic technical for customer generated requests
• Work within various video management systems
• Provide prompt follow up to customers and ensure their satisfaction
• Ability to participate in a weekend and holiday coverage rotation and be on call to meet customer requirement.

Qualifications

• 5+ years’ experience working in a Customer Success or Account Management capacity
• Ability to connect with people quickly and build strong lasting relationships
• Demonstrates critical thinking skills with the ability to anticipate future needs
• Strong issues mitigation skills, problem solving skills and a “tough skin”
• Customer advocate with a customer centric mindset and a positive “can do” attitude
• Strong presence and the ability to interact with a broad customer base ranging from C-suite executives to yard managers
• Strong sense of ownership and a proactive approach
• Ability to adapt and work in a fast-paced environment
• Open to and accepting of change. Ability to adapt and lead through ambiguity
• Strong technical acumen
• Proven ability to work independently with out supervision

At ECAM, we invite you to make a difference. Take over a position that creates community impact.

Get to work with skillful team members and experience limitless growth.

Choose to be exceptional and be part of the never-ending cycle of innovation, transformation and evolution of surveillance technology.