Customer Success Specialist

Manatal; Metro Manila; On-site; PHP 279,000 - 502,000; Full time

Benefits offered by this job

Competitive rewards

Healthcare coverage day one

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing seeks a Customer Success Specialist to drive client onboarding and ongoing engagement from its Ortigas office. You will monitor KPIs, guide customers through IMDEX SaaS platforms, and collaborate with teams to ensure high adoption and retention.

The role emphasizes educating users, providing onboarding sessions, and maintaining helpful documentation while delivering a high-touch customer experience in a fast-paced environment.

Qualifications

• Experience in customer success or account management.
• Ability to track and report KPIs related to product adoption and retention.
• Experience onboarding clients to SaaS platforms and educating users.

Responsibilities

• Conduct monthly engagement review process and highlight disengaged customers to managers.
• Review usage metrics and reach out to clients with low usage to re-engage.
• Onboard clients onto IMDEX SaaS platforms, coordinating with internal teams as needed.
• Educate customers on product functionality and point them to documentation and support portals.
• Schedule and conduct client onboarding sessions and regular catch-up meetings.
• Ensure clients quickly adopt the software and view it as valuable, resolving issues promptly.

Skills

Customer success

KPI tracking

Onboarding

Client engagement

SaaS platforms

Documentation

Tools

CRM software

Help portals

Job description

Discover your 100% YOU with MicroSourcing!

Position: Customer Success Specialist

Work setup: Onsite | Shifting

Location: Ortigas, Pasig City

Why join MicroSourcing?

You’ll have:

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Key Responsibilities

Responsible for the monthly engagement review process, highlighting to Support Manager / Operations Managers customers that are disengaged and the various statuses of IMDEX tools on hire; providing further customer onboarding sessions as needed.

CUSTOMER ONBOARDING/ENGAGEMENT REVIEW

• Constantly track and report on key performance indicators (KPIs) related to customer success, such as product adoption, customer satisfaction, and retention rates.

• Review usage metrics for software platforms, reach out to clients where usage is low to seek feedback on the platform and opportunities to re-engage.

• Onboard clients onto our IMDEX SaaS platforms properly, working with Rock Knowledge TSRs on geotechnical inputs as required.

• Integrate and educate customers on product functionality, refer them to relevant documentation and support portals, and assist in creating and maintaining help documentation.

• Elevate IMDEX software utilisation and perform regular client catch-up sessions.

• Design and provide client onboarding sessions.

• Ensure clients:

• o Are quickly integrated into the system and taught how to use the software to their satisfaction.

• o View IMDEX software as valuable and useful, responding to platform issues quickly and efficiently.