BPO Client Services Manager | Customer Success

iOPEX Tech; Taguig; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

iOPEX Technologies is seeking a Customer Success Rockstar to drive long-term client partnerships and maximize value from our support solutions in a fast-paced environment.

You will guide customer success, manage onboarding and retention, and identify expansion opportunities while working closely with Sales, Marketing, and CESS teams. This onsite role in Taguig requires graveyard shift availability and a data-driven leadership style.

Qualifications

• Bachelor's degree or higher required.
• 3+ years leading a team of Customer Success or Account Management professionals.
• Strategic thinker able to implement, improve and analyze ideas and tactics.
• Strong coaching and ability to drive big goals with accountability.
• Detail-oriented, data-driven, high-energy leader who inspires others.
• Ability to take ownership of tasks and outcomes.
• Prior experience with SaaS and business platforms.
• Excellent Excel and data management skills.
• Willingness to work graveyard/night shift in Bonifacio Global City, Taguig.

Responsibilities

• Collaborate with cross-functional teams (CESS, Marketing, Sales) on customer success initiatives.
• Manage customer lifecycle events: onboarding, retention, up-sell, cross-sell, advocacy.
• Represent the voice of the customer to prioritize feature requests on the product roadmap.
• Serve as escalation point and first contact to help team win difficult deals with white-glove service.

Skills

Leadership

Strategic thinking

Coaching

Detail-oriented

Ownership

SaaS experience

Excel proficiency

Education

Bachelor's degree

Tools

Excel

Job description

Join us and be part of a journey that’s bigger, bolder, and way more exciting!

The Customer Success Rockstar will help iOPEX Technologies in developing and driving long-term partnership with our clients to ensure they remain successful by realizing the full value of their investment with iOPEX Technologies via maximum adoption of iOPEX Technologies support solutions, quickly identifying support solutions expansion opportunities viahigh-valuerelationship with the client.

The ultimate responsibility is both guiding our customer’s success and driving recurring revenue growth. Below you will find other major tasks of the Customer Success Rockstar:

• Work successfully with cross-functional teams (Customer Experience, Support & Success (CESS), Marketing, Sales etc.) around customer success initiatives

• Managing customer lifecycle events such as onboarding, implementation, retention, up-sell, cross-sell, advocacy, etc

• Act as the voice of the customer by collecting popular feature requests and creating business reasons to prioritize requests on the product roadmap

• Serve as an escalation point for customer issues and act as the first point of contact to help team members win difficult deals through white-glove service

Experience and Skills:

• Candidate must possess at least a Bachelor's/College Degree, Post Graduate Diploma / Master's Degree, any field.

• 3+ years leading a team of Customer Success or Account Management professionals

• Strategic thinker who can strategize, implement, improve, analyze, and manage both new and existing ideas and tactics

• Great at coaching, inspiring and holding your team accountable for big goals

• Detail-oriented, data driven, creative, high-energy leader with the ability to inspire others

• Ability to take ownership of anything that comes your way

• Prior experience working with SaaS and business platforms like Sales

• Excellent Excel and data management skills

• Willingness to work on a graveyard/night shift schedule in Bonifacio Global City, Taguig City

Other info:

• Application Process: 1 Day hiring (Onsite Process depending on the availability of the hiring managers)

• Work set up: Onsite

• Schedule: Shifting

• Salary Range: Your current and expected salary as well as your interview with the hiring managers will be considered for the offer