Senior Customer Success & Growth Specialist

eCam Solution Co.,Ltd; Western Visayas; On-site; PHP 420,000 - 660,000; Full time

Benefits offered by this job

HMO for you and two dependents

Annual salary increase

Additional leave credits

Job summary

ECAM is seeking a Senior Customer Service Representative (Customer Success Specialist) to be the voice of the company, owning customer relationships across locations. You will advocate for customers, drive satisfaction, value, loyalty and growth while coordinating with cross-functional teams.

Responsibilities include onboarding remotely, maintaining data integrity, and identifying upsell opportunities. This role features weekend/holiday coverage and ongoing opportunities for growth within ECAM's

Qualifications

• Bachelor's degree preferred.
• 5+ years experience in a Customer Success or Account Management capacity.
• Ability to connect with people quickly and build lasting relationships.
• Demonstrates critical thinking with the ability to anticipate future needs.
• Strong issues mitigation skills and problem solving mindset.
• Customer advocate with a positive can do attitude.
• Interaction with executives to yard managers across a broad customer base.
• Proactive and able to adapt to change in a fast-paced environment.

Responsibilities

• Build and maintain strong, lasting customer relationships via phone, video and email.
• Identify and connect with key customer stakeholders in each location.
• Identify and resolve problems in a timely manner; gather and analyze information.
• Mitigate customer issues and monitor incidents with high customer satisfaction and escalate when needed.
• Prioritize and manage multiple open issues with cross-department resources.
• Understand products and platforms to support customers and field resources.
• Develop understanding of customer use and product value across locations.
• Drive proactive calling and outreach campaigns to reinforce value.
• Identify and execute upsell opportunities with outside sales involvement.
• Provide system training to customers and onboard remotely.
• Maintain data integrity across customer platforms.
• Understand customer hierarchy and decision processes.
• Troubleshoot basic technical requests and work with video management systems.
• Provide prompt follow-up to ensure satisfaction and cover weekends/holidays.

Skills

Customer success

Account management

Relationship building

Critical thinking

Problem solving

Ownership

Independent work

Education

Bachelor's degree

Job description

ECAM is seeking a Senior Customer Service Representative (Customer Success Specialist) to be the voice of the company, owning customer relationships across locations. You will advocate for customers, drive satisfaction, value, loyalty and growth while coordinating with cross-functional teams.

Responsibilities include onboarding remotely, maintaining data integrity, and identifying upsell opportunities. This role features weekend/holiday coverage and ongoing opportunities for growth within ECAM's