Customer Success Specialist in Quezon City

Dempsey Resource Management; Philippines; On-site; PHP 300,000 - 600,000; Full time

Job summary

Dempsey Resource Management seeks a Customer Success Specialist to manage the customer lifecycle and ensure satisfaction with services and solutions delivered. You will collaborate with the sales team to identify opportunities to improve the customer experience and drive growth.

You will oversee onboarding, post-sales support, and retention, coordinating periodic surveys and business reviews to keep solutions performing and customers happy.

Qualifications

• Bachelor’s Degree in Business, Marketing, IT, or equivalent.
• Ideally 2–3 years of experience in a B2B sales, account management, or customer success role.
• IT industry experience is a plus.
• Experience with enterprise and government accounts is a plus.
• Customer-first mindset and advocate of excellent customer experience.

Responsibilities

• Maintain an active and positive relations with customers, partners, suppliers, and other relevant parties.
• Address customer concerns and recommend possible solutions to stakeholders for timely issue resolution.
• Monitor the customer experience from onboarding, after-sales support, and retention/renewal of contract.
• Coordinate and conduct periodic customer satisfaction surveys.
• Conduct periodic business reviews and client check-ins to ensure the success of implemented solutions.

Job description

Customer Success Specialist playing a crucial role in managing the customer lifecycle and ensuring customers remain satisfied with the services and solutions delivered. As a Customer Success Specialist, the role involves working with the sales team, identifying opportunities to enhance the customer experience, and recognizing opportunities for further business growth.

Duties And Responsibilities

• Maintain an active and positive relations with customers, partners, suppliers, and other relevant parties
• Address customer concerns and recommend possible solutions to the company’s stakeholders for a timely issue resolution
• Monitor the customer experience from onboarding, after-sales support, and retention/ renewal of contract
• Coordinate and conduct periodic customer satisfaction surveys
• Conduct periodic business reviews and client check-ins to ensure the success of implemented solutions, keeping up-to-date on the customer experience by monitoring solution performance and support

Experience

• Coordinate with relevant teams and departments to ensure a positive customer experience through the effective and timely delivery of projects and services
• Collaborate with the sales team to ensure subscription renewals and the overall growth of customer accounts
• Check the technical documents/requirements, for compliance, completeness and cohesiveness, to be submitted in support of request for payment requirements
• Check status of request for payment with project end-users, in relation to the completeness and acceptance of the documentary requirements submitted; revise and/or provide additional documents, as needed.

MINIMUM QUALIFICATION

• Bachelor’s Degree in Business, Marketing, IT, or equivalent
• Ideally at least 2 to 3 years of experience in a B2B sales, account management, or customer success role
• Experience working in the IT industry is a plus
• Experience working with enterprise and government accounts is a plus
• Has a customer-first mindset and an advocate of excellent customer experience

Code- DRMI-00398