Customer Success Manager - Philippines

Netcore; Manila; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Netcore Manila is seeking a results-driven Customer Success professional to own client KPIs and drive retention, growth and engagement for marquee international brands.

You will guide brands through digital marketing channels such as Email, SMS, App/Web Notifications and WhatsApp, align cross-functional teams, and ensure successful adoption of Netcore solutions across multiple sectors including e-commerce and BFSI.

Qualifications

• 3+ years’ experience in a Customer Success or Digital Marketing role.
• Excellent relationship-building and strategic consulting skills.
• Ability to analyze data and drive retention, upsell and cross-sell.

Responsibilities

• Drive client retention, satisfaction, upsell and cross-sell.
• Own relationships with assigned clients and provide strategic consulting.
• Identify and resolve technical roadblocks with Netcore solutions.
• Be the voice of the customer to internal teams.
• Own account growth and renewal strategies across departments.
• Maintain executive relationships and cross-functional collaboration.
• Analyze account performance and propose improvements.
• Guide brands on using Email, SMS, Notifications and WhatsApp for engagement.
• Ensure high ROI by end-to-end account management.

Skills

Customer Success

Digital Marketing

Problem solving

Efficiency

Self direction

Communication

Job description

Manila, Philippines | Customer Success Team | Full-time

Do you love to own customer’s KPIs?

Are you an evangelist who would like to help the marquee International enterprise brands?

Then this is the role for you!

The Impact you will create:

• You will drive client retention, customer satisfaction, up-selling and cross selling.
• Own overall relationship with assigned clients and provide strategic consulting to clients in achieving their objectives.
• Understand technical roadblocks and make recommendations on solution implementation and core integrations to clients using Netcore to overcome them.
• You will be the voice of the customer when engaging with internal teams.
• Be the point of contact for Accounts and be responsible for the growth of the customer
• Maintaining and expanding on excellent executive client relationships as well as building strong internal relationships across the departments to deliver superior performance.
• Investigate the core of the problem and suggest a long-term solution to it.
• Focus on Growth + Engagement + Integration
• Work with internal account teams to identify and resolve renewal risk, identify expansion opportunities, build strategies to drive further customer adoption.
• Consult brands on how to leverage direct marketing channels such as – Email, SMS, App/Web Notifications, WhatsApp, IVR and personalize engagement at scale.
• Monitoring and managing the accounts to ensure higher ROI for the clients and extending end-to-end support throughout the customer lifecycle.

What we look for?

• Transformational talent who shows leading attributes of Problem solving, Efficiency, Passion and Self direction.
• 3+ years’ experience in a Customer Success/Digital Marketing role.
• Ensuring the retention of the clients on a year-to-year basis and strategizing a growth path by influencing clients with potential up-selling and cross-selling across various departments and subsidiaries.
• Continuous learning about the emerging digital industry (Communication Channels & Marketing Automation) to service and consult top notch clients from several sectors - E-com, BFSI, Classifieds, Travel, Retail etc.
• Detail-oriented and analytical mindset.
• Measuring and analyzing performance of the accounts for challenges and opportunities to improve overall client experience.
• Self-motivated, Self-starter and strategic mind-set, quick learner, a true partner and a concierge for our clients who can go out of his/her way to meet their KPIs.
• Business savvy approach with consultative, problem solving, and issue resolution skills and works calmly under pressure.

Why Netcore?

Being first is in our nature. Netcore is first and leading AI/ML-powered customer engagement and experience platform (CEE) that helps B2C brands increase engagement, conversions, revenue and retention. Our cutting-edge SaaS products enable personalized engagement across the entire customer journey and build amazing digital experiences for business of all sizes.

Our CEE platform includes 6 products – Customer Engagement, Email, Personalization, Product Experience, Customer Data platform (CDP) & Raman – our AI engine.

Netcore has a perfect combo of experience as well as an agile mind. We currently work with 5000+ enterprise brands across 18 countries and serve more than 70% Unicorns in India, making us among the top-rated customer engagement & experience platform.

Headquartered in Mumbai, we have our global footprints across 10 countries worldwide including United States and Germany. Being certified as a Great Place to Work for three consecutive years only reinforces Netcore’s principle of being a people-centric company – where you will not be just an employee but a family member of the organization.

A career at Netcore is more than just a job — it’s an opportunity to shape the future. For more information, please visit www.netcore.ai or follow us on LinkedIn.

What’s in it for you?

• Immense growth, continuous learning and consult the top-notch international brands
• Work with some of the most innovative brains
• Opportunity to explore your entrepreneurial mindset
• Open culture where your creative bug gets activated.
• Explore Philippines.