Customer Success Manager

Acquire Intelligence; Pasig; On-site; PHP 1,000,000 - 1,500,000; Full time

Job summary

Acquire Intelligence, a global outsourcer for contact center and back-office services, seeks a senior Customer Success professional to manage enterprise software clients across onboarding, adoption, renewals, and escalations. You will collaborate with Success Consultants to drive usage, retention, and expansion, while mapping stakeholders and shaping growth strategies.

Ideal candidates bring 5+ years in customer-facing roles within enterprise software, strong relationship-building skills, and

Qualifications

• 5+ years of experience in a customer-facing role in enterprise software.
• Familiar with MS Office and/or Google Suite.
• Ability to manage 20-30 enterprise software clients.
• Ability to build senior-level relationships.

Responsibilities

• Maintain good customer health of client book.
• Execute ongoing adoption improvements across customers (Onboarding, Web training, Email Campaigns).
• Manage client renewals and schedule stewardship meetings as appropriate.
• Maintain regular contact with key decision makers and stakeholders.

Skills

Customer facing

Enterprise software

Relationship building

Remote communication

Stakeholder management

Analytical mindset

Communication clarity

Decision making

Insurance/SaaS knowledge

Tools

MS Office

Google Suite

Job description

We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

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 escalations 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 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

Join the A-Team and experience the A-Life!