Customer Success Manager | Makati | Day Shift | Day 1 HMO

Emapta; Pasig; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Emapta seeks a Customer Success Manager in a dynamic automotive tech environment. This role focuses on leading customer onboarding and ensuring satisfaction post-sale. Enjoy a competitive salary, excellent growth opportunities, and various perks in a reputable company recognized as a top employer.

Benefits

Day 1 HMO coverage with free dependent

Unlimited upskilling through Emapta Academy courses

Free 24/7 access to office gyms with trainer

Mentorship and exposure to global leaders

20 annual leaves with cash conversion

Qualifications

• 4-5 years of Customer Success experience in medium to large organizations.
• Prior experience in the automotive industry preferred.
• Experience with SaaS products or onboarding services.

Responsibilities

• Lead customer onboarding and ensure post-sale satisfaction.
• Nurture long-term relationships and drive customer support metrics.
• Analyze NPS results to improve customer experience.

Skills

Customer Success

Communication

Analytical Skills

Education

IT-related degree

Tools

Zendesk

Confluence

Job description

Lead Customer Success in a Fast-Moving Auto Tech World

In the fast-paced automotive tech industry, this role gives you the freedom to shift gears after work and focus on what drives you outside the office. It's time to steer your future forward.

Job Description

As a Customer Success Manager, you'll lead the customer onboarding journey and ensure a seamless experience post-sale. You'll nurture long-term relationships, provide fast and accurate support, and drive customer satisfaction by owning onboarding, offboarding, and support metrics.

Job Overview

Employment type: Full-Time
Shift: Day Shift
Work setup: Onsite, Makati

Exciting Perks Await!

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Prime office location in Makati (Easy access to MRT stations, restaurants, and banks)
• Day shift schedule
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit https://bit.ly/EmaptaTrainingCalendar)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

• 4-5 years of Customer Success experience within a medium to large organization or equivalent experience in a related industry
• Prior experience in the automotive industry (highly preferred).
• Experience with SaaS products or onboarding services.
• Strong written and verbal communication skills.
• IT-related degree (highly preferred).
• Excellent decision-making abilities.
• Ability to analyze and interpret complex data to improve processes and develop new strategies.
• Proficient in Microsoft Word, Excel, and PowerPoint.

Tools and Platforms:

• Experience using Zendesk for customer support and ticket management
• Familiarity with Atlassian products such as Confluence for maintaining knowledge bases
• Knowledge of ticketing and inventory systems is a plus
• Ability to handle multiple tools, including CRM platforms, inventory systems, finance platforms, third-party systems, and ticketing systems

Industry Knowledge:

• Understanding of Dealer Management Systems (DMS)
• Familiarity with automotive references such as Kelley Blue Book

Your Daily Tasks

FAD Customer-Centric Culture

• Inspire team members to adopt a customer-centric mindset and focus on continuous improvement
• Ensure the Customer Support team understands and embodies the importance and benefits of a customer-centric culture
• Drive the ongoing development of a customer-focused culture to influence the broader customer experience team and promote cohesion
• Analyze NPS results and identify opportunities to improve scores and increase customer promoters

Customer On/Off Boarding

• Respond to all customer and account management inquiries
• Build strong relationships with internal and external stakeholders
• Take ownership of customer inquiries and support needs
• Educate customers on product value and encourage optimal usage
• Manage offboarding activities and explore opportunities to retain customers or provide feedback to improve business processes
• Monitor post-implementation support and collaborate with Technology and Product teams to refine solutions and reduce future support needs

SLA and Workload Management

• Meet or exceed SLA targets for phone, email, and ticket queries
• Support Customer Support team members to help achieve team SLA goals
• Analyze incoming workload using available tools and recommend improvements in product, systems, or training
• Support various internal projects as needed

Process and Product Analysis

• Identify trends and recommend continuous improvements in processes and products
• Demonstrate product value, reduce incidents, manage risks, and improve efficiency
• Gather customer feedback to initiate internal changes
• Analyze key performance metrics to ensure productivity and customer satisfaction targets are met
• Support Product team with customer engagement initiatives
• Participate in relevant Agile product lane ceremonies

Risk Management

• Implement strong process controls and ensure compliance with company standards

Reporting and Administration

• Document and maintain all role-related processes and procedures

Stakeholder Management and Communication

• Deliver excellent customer service to both internal and external stakeholders

About the Client

Our client is a global leader in digital automotive services, transforming the way vehicles are bought, sold, and serviced. With over a century of expertise, they operate across Australia and New Zealand, offering best-in-class tools that enhance customer success in retail, defleet, and remarketing. Backed by innovation and an inclusive culture, they're redefining what it means to lead in the automotive industry.

Who Are We

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Apply now and be part of the #EmaptaEra!