Customer Success Associate | WFH

HCL Technologies Philippines Inc; Taguig; Hybrid; PHP 480,000 - 720,000; Full time

Job summary

HCL Technologies Philippines Inc. is seeking a Customer Success/Onboarding Specialist in Metro Manila. You will guide customers through setup, onboarding, and platform activation while supporting engagement via calls, emails, and webinars.

You will capture feedback, track progress, and collaborate with cross-functional teams to improve outcomes, with a focus on owning tasks and driving solutions in a dynamic environment.

Qualifications

• Experience in customer-facing roles such as Customer Service, Customer Success or Onboarding.
• Experience supporting customers, users, or operational processes.
• Knowledge of user onboarding, account provisioning, and access management.
• Strong communication, analytical, and problem-solving skills.
• Proficient in Microsoft Office (Excel and PowerPoint) and CRM tools.
• Basic understanding of technology and networking concepts.
• Customer-focused, organized, and able to manage multiple priorities in a fast-paced environment.

Responsibilities

• Drive onboarding and adoption of Cisco IQ, supporting customers through setup, telemetry enablement, and platform activation.
• Engage customers via phone, email, and webinars to provide guidance, resolve queries, and promote platform adoption.
• Capture customer feedback, maintain engagement records, and collaborate with cross-functional teams to improve customer outcomes.
• Prepare reports and track onboarding progress, customer interactions, and adoption metrics.

Skills

Customer Service

Onboarding

Account Management

CRM Tools

Microsoft Excel

PowerPoint

Communication Skills

Networking basics

Tools

CRM software

Job description

About the Role

In this role, you will serve as a trusted point of contact, helping customers navigate setup requirements, answer questions, and drive engagement with the platform. This is an excellent opportunity for individuals who enjoy working with people, solving problems, and building relationships in a technology-driven environment.

Key Responsibilities

• Drive onboarding and adoption of Cisco IQ, supporting customers through setup, telemetry enablement, and platform activation.
• Engage customers via phone, email, and webinars to provide guidance, resolve queries, and promote platform adoption.
• Capture customer feedback, maintain engagement records, and collaborate with cross-functional teams to improve customer outcomes.
• Prepare reports and track onboarding progress, customer interactions, and adoption metrics.

Qualifications

• Experience in Customer Service, Customer Success, Onboarding, Account Management, or similar customer-facing roles.
• Experience supporting customers, users, or operational processes.
• Knowledge of user onboarding, account provisioning, and access management.
• Strong communication, analytical, and problem-solving skills.
• Proficient in Microsoft Office (Excel and PowerPoint) and CRM tools.
• Basic understanding of technology and networking concepts.
• Customer-focused, organized, and able to manage multiple priorities in a fast-paced environment.

What We're Looking For

• Ownership and accountability in following through on tasks and commitments.
• Proactive approach to identifying issues and driving solutions.
• Strong collaboration and stakeholder management skills.
• Ability to thrive in a dynamic and customer-focused environment.
• Curiosity and willingness to learn new technologies and platforms.

Work Schedule & Setup

• Shift: 3:00 PM to 12:00 AM PH Time
• Work Setup: Primarily WFH, with the flexibility to report onsite in McKinley Taguig as required by business needs