Customer Experience Manager

Portnox; Philippines; Vor Ort; PHP 1.200.000 - 2.000.000; Vollzeit

Zusammenfassung

Portnox is seeking a Customer Experience Manager in the Philippines to drive success for our largest customers across their lifecycle. You will own the customer journey, oversee onboarding and adoption, and partner with sales to identify expansion opportunities.

The role demands 3–7 years in customer success or related fields, with strong project management, communication, and collaboration skills. SaaS/cybersecurity experience is a plus, and Salesforce/CS tools familiarity is preferred.

Qualifikationen

• 3–7 years in customer success, customer experience, sales, project management, or account management.
• Experience with SaaS or cybersecurity is a plus.
• Bachelor's degree or equivalent in a related field required.

Aufgaben

• Lead customer lifecycle from sales alignment to onboarding, adoption, and growth.
• Oversee onboarding of large strategic accounts, coordinating with internal teams and customer stakeholders.
• Act as SME for assigned accounts and build multi-threaded relationships across customer organizations.
• Conduct regular check-ins to ensure customers derive value and monitor health.
• Identify expansion opportunities and partner with sales for growth within accounts.
• Collaborate with Sales, Product, and Support to deliver a cohesive customer experience.
• Maintain customer health scores and provide updates to executive team with actionable insights.
• Continuously refine onboarding and CS processes to improve efficiency and satisfaction.

Kenntnisse

Customer success mindset

Project management

Communication skills

Organization

Problem-solving

Team collaboration

Ausbildung

Bachelor's degree or equivalent

Tools

Salesforce

GUIDEcx

Planhat

Jobbeschreibung

Description

As a Customer Experience Manager at Portnox, you will play a pivotal role in driving the success and satisfaction of our biggest customers throughout their entire lifecycle. This is an exciting opportunity to partner with a dynamic team, combining project management, customer success, and strategic account ownership. You will help deliver a world-class experience, from our sales process to ongoing utilization and growth. We’re seeking a detail-oriented, customer-focused individual who thrives in a fast-paced environment and is eager to help shape the future of customer experience at Portnox.

Department

Support

Location

Philippines

Key Responsibilities

• Customer Journey Ownership: Lead the customer lifecycle—from sales alignment to onboarding, adoption, and growth
• Project Management: Oversee the onboarding of our largest and most strategic accounts, ensuring a seamless and timely process by coordinating with internal technical teams and customer-side stakeholders.
• Strategic Account Management: Act as the subject matter expert (SME) for your assigned accounts. Build and maintain strong, multi-threaded relationships within customer organizations.
• Customer Engagement & Retention: Conduct regular check-ins to ensure customers are fully utilizing the solutions they’ve purchased. Monitor customer health, proactively address concerns, and ensure satisfaction.
• Expansion & Growth: Partner with sales to identify expansion opportunities within existing accounts.
• Collaboration: Work closely with cross-functional teams, including Sales, Product, and Support, to deliver a consistent and cohesive customer experience.
• Customer Insights & Reporting: Maintain and update customer health scores, provide account updates to the executive team, and build reports to inform strategic decision-making.
• Process Optimization: Continuously refine onboarding and customer success processes to improve efficiency and satisfaction.
• Tools & Documentation: Build scripts, create documentation, and track key customer interactions using Salesforce and other CX tools.

Skills, Knowledge, and Expertise

• Experience: 3-7 years in customer success, customer experience, sales, project management, or account management, preferably within SaaS or cybersecurity.
• Technical Skills: Familiarity with Salesforce and other customer success tools (e.g., GUIDEcx, Planhat, or similar) is a strong plus.
• Project Management: Experience managing technical projects.
• Communication: Exceptional verbal and written communication skills, with the ability to engage with technical and non-technical stakeholders at all levels.
• Organization: Strong project management skills with the ability to juggle multiple priorities while maintaining attention to detail.
• Problem-Solving: Proactive, solutions-oriented mindset with a focus on delivering high-quality results.
• Customer Focus: A customer-centric approach with a passion for ensuring customers achieve their desired outcomes.
• Team Player: A collaborative attitude with the ability to work cross-functionally in a fast-paced, growth-oriented environment.
• Education: Bachelor's degree or equivalent experience in a related field.

Why Join Us

• Opportunity to make a significant impact on the operations of the company.
• Collaborative and dynamic work environment with opportunities for professional growth and development.
• Competitive compensation and benefits package.