Customer Success Specialist - Drive Retention & Growth

ECAM; Iloilo City; On-site; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

HMO for you & 2 dependents

Annual raises

Extra leave credits

Job summary

ECAM seeks a Customer Success Specialist to nurture and expand relationships across multiple locations. You will act as the voice of ECAM, ensuring customer satisfaction, retention and growth while advocating for customers and coordinating with internal teams.

The role requires strong relationship-building, problem-solving, and the ability to work independently in a fast-paced environment. Occasional weekend/holiday on-call coverage is expected.

Qualifications

• Bachelor’s degree preferred
• 5+ years’ experience in Customer Success or Account Management
• Ability to connect with people quickly and build lasting relationships
• Demonstrates critical thinking and proactive problem solving
• Customer advocate with a positive can-do attitude
• Ability to interact with broad customer base from executives to managers
• Strong ownership and adaptability
• Technical acumen and independent work style

Responsibilities

• Build and maintain strong customer relationships via phone, video and email
• Identify key stakeholders within each location
• Identify and resolve problems promptly; analyze information
• Mitigate issues and monitor incidents with high customer satisfaction
• Prioritize and manage multiple open issues with cross-department resources
• Consider financial, operational and customer experience impact of decisions
• Maintain understanding of ECAM products and platforms for customer support
• Onboard customers remotely and provide system training
• Drive proactive outreach campaigns to reinforce value of products
• Identify upsell opportunities and coordinate with outside sales
• Maintain data integrity across multiple customer platforms
• Navigate customer hierarchy and decision processes
• Troubleshoot basic technical requests
• Work with various video management systems
• Provide prompt follow-up and ensure satisfaction
• Weekend/holiday on-call coverage as needed

Job description

ECAM seeks a Customer Success Specialist to nurture and expand relationships across multiple locations. You will act as the voice of ECAM, ensuring customer satisfaction, retention and growth while advocating for customers and coordinating with internal teams.

The role requires strong relationship-building, problem-solving, and the ability to work independently in a fast-paced environment. Occasional weekend/holiday on-call coverage is expected.