Customer Success Manager

PLDT Global, Inc.; Makati; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

PLDT Global, Inc. in Makati seeks a senior customer success and service management professional to lead end-to-end service orchestration for hyperscaler accounts, aligning performance across PGC, PLDT, ePLDT and Vitro.

You will maintain unified service records, SLAs, incidents, and customer experience while driving improvements. Responsibilities include coordinating cross‑entity service performance, leading proactive reviews, managing escalations, and producing executive reports for governance.

Qualifications

• 3–5 years in customer success, service management or enterprise operations.
• Excellent communication and stakeholder management.
• Business-level Mandarin language proficiency is a plus

Responsibilities

• Coordinate operational service performance alignment across PGC, PLDT, ePLDT and Vitro for assigned Hyperscaler accounts.
• Maintain a single service records view covering performance metrics, SLAs, incident trends, service health, and customer experience.
• Lead proactive service reviews and prepare QBR- service health focused report, insights, and recommendations for Sales and senior stakeholders.
• Facilitate service-level improvements through root-cause analysis, risk identification, and tracking of corrective actions.
• Serve as the primary escalation facilitator for assigned Hyperscalers to ensure timely engagement of involved teams.
• Track escalations from opening to closure, ensuring clear updates, customer communication, and SLA adherence.
• Drive issue resolution and follow-through with MNS, Service Assurance, ECSA, NOC, Billing, and other support groups.
• Support internal reporting requirements for senior leadership and cross-entity governance

Skills

Stakeholder management

Communication skills

Client relationship

Education

Bachelor's degree

Job description

This role leads end-to-end service orchestration for assigned Hyperscaler accounts by aligning operational performance across PGC, PLDT, ePLDT, and Vitro, maintaining a unified view of service records including SLAs, performance metrics, incidents, and customer experience, and driving continuous service improvement through proactive reviews, root-cause analysis, risk management, and corrective action tracking. It also serves as the primary escalation facilitator to ensure timely issue resolution, clear customer communication, and SLA compliance, while working closely with internal teams such as MNS, Service Assurance, ECSA, NOC, and Billing, and supporting executive reporting and cross-entity governance.

• Coordinate operational service performance alignment across PGC, PLDT, ePLDT, and Vitro for assigned Hyperscaler accounts
• Maintain a single service records view covering performance metrics, SLAs, incident trends, service health, and customer experience
• Lead proactive service reviews and prepare QBR- service heath focused report, insights, and recommendations for Sales and senior stakeholders
• Facilitate service-level improvements through root-cause analysis, risk identification, and tracking of corrective actions
• Serve as the primary escalation facilitator for assigned Hyperscalers to ensure timely engagement of involved teams
• Track escalations from opening to closure, ensuring clear updates, customer communication, and SLA adherence

Internal Alignment & Collaboration:

• Drive issue resolution and follow-through with MNS, Service Assurance, ECSA, NOC, Billing, and other support groups
• Support internal reporting requirements for senior leadership and cross-entity governance

Qualifications:

• At least 3 years in customer success, service management, or enterprise operations
• 3-5 years of customer success or account management experience required
• 1-2 years of experience working with hyperscaler clients (AWS, Azure, GCP) required
• Minimum 3+ years of telecommunications or enterprise services industry experience required
• Business level Mandarin language proficiency is a plus
• Experience in telco, cloud, data center, or enterprise connectivity preferred
• Strong grasp of SLAs, service dashboards, and operational metrics
• Excellent communication and stakeholder management
• Able to handle escalations and after-hours engagements
• Bachelor's degree required

Location

12F, Rufino Pacific Tower, Ayala Ave cor. Rufino St.,Makati, Philippines