Customer Success Manager

AIPI Acquire Intelligence Philippines Inc.; Pasig; On-site; PHP 1,000,000 - 1,400,000; Full time

Job summary

AIPI Acquire Intelligence Philippines Inc. is seeking an experienced customer-facing professional to manage enterprise software accounts from onboarding to renewal. You will drive adoption, coordinate with cross-functional teams, and maintain senior-level client relationships from Pasig, Philippines.

Key duties include ensuring customer health, conducting status meetings, and identifying opportunities for upsell while aligning with customer objectives and industry trends.

Qualifications

• 5+ years of experience in a customer facing role in enterprise software
• Familiar with MS Office and/or Google Suite
• Ability to track and organize action items across 20-30 enterprise software clients
• Ability to prioritize workload in a fast-paced environment
• Ability to build customer relationships using remote communication tools
• Ability to develop senior level relationships
• Ability to analyze customer data to drive adoption recommendations
• Strong empathy for customers and value perception
• Analytical and process-oriented mindset
• Ability to communicate clearly to customers and executives

Responsibilities

• Ensures good customer health of client book
• Execute ongoing adoption improvement plans across customers (Onboarding, Web training, Email Campaigns, etc)
• Manage client renewals
• Maintain regular contact with key decision makers and stakeholders and schedule stewardship meetings
• Work across the firm to drive resolution of identified issues and escalate issues where appropriate
• Ensure customer's desired outcomes are well understood, documented, and monitored
• Collaborate with Success Consultant on day to day client requests
• Articulate client needs and work across the firm to develop and propose solutions
• Recommend and coordinate cross-functional improvements to the Customer Lifecycle
• Execute corrective action plans for customers at risk
• Track results from action plans and escalate as needed
• Identify Upsell and Cross Sell Opportunities
• Map customer stakeholders & users to Customer Personas
• Partner with Account Executives during Quarterly Business Reviews to create growth strategy
• Feature Request Management
• Maintain knowledge of Riskonnect products/services and industry trends

Skills

Customer relationships

MS Office/Google Suite

Task tracking

Prioritization

Remote communication

Senior-level relationships

Analytical thinking

Empathy

Communication skills

Insurance/SaaS knowledge

Job description

The following are the key responsibilities and qualifications for this role.

Glimpse into Your New Role

• Ensures good customer health of client book
• Execute ongoing adoption improvement plans across customers (Onboarding, Web training, Email Campaigns, etc)
• Manage client renewals
• Maintain regular contact with key decision makers and stakeholders and schedule stewardship meetings as appropriate
• Work across the firm to drive resolution of identified issues and escalate issues where appropriate
• Ensure customer's desired outcomes are well understood, documented, and monitored
• Collaborate with Success Consultant on day to day client requests, including attending status meetings and escalating service issues where appropriate
• Articulate client needs objectives and work across the firm to develop and propose solutions
• Recommend and coordinate cross-functional improvements to the Customer Lifecycle
• Execute corrective action plans for customers at risk (Stakeholder Interviews, Issue Tracking, etc)
• Track results from action plans and follow escalation procedures when appropriate
• Identify Upsell and Cross Sell Opportunities
• Map customer stakeholders & users to Customer Personas
• Partner with Account Executives during Quarterly Business Reviews to create client growth strategy
• Feature Request Management
• Maintain knowledge of Riskonnect products/services and industry trends

What You’ll Bring

• 5+ years of Experience in Customer Facing role in the Enterprise Software Industry
• Familiar with MS Office and/or Google Suite
• Ability to track and organize action items across 20-30 enterprise software clients.
• Ability to prioritize workload and execute in a fast-paced environment
• Ability to build customer relationships using remote communication tools (e.g.: phone, email campaigns, conference calls, web training)
• Ability to develop senior level relationships.
• Ability to drive insights and adoption recommendations to customers by analyzing customer
• Strong empathy for customers and ability to see value through their eyes required
• Analytical and Process Oriented Mindset
• Ability to communicate clearly and to articulate complex concepts and ideas to customer and executives
• Make timely decisions and have sound judgment
• 8+ years or Knowledge of the Insurance Industry/SaaS experience