Senior Executive, Customer Success (Philippines)

Teleport; Pasay; On-site; PHP 400,000 - 600,000; Full time

Job summary

A logistics company in Asia Pacific is seeking a Customer Success Manager to guide merchants through their customer journey, manage delivery shipments, and enhance customer relationships. The ideal candidate will have 2-3 years of experience in Key Account Management or Customer Service, a strong focus on data-driven decision-making, and the ability to thrive in a fast-paced environment. This role is based in Metro Manila, Philippines.

Qualifications

• 2-3 years of work experience in Key Account Management, Operations, or Customer Service.
• Self-motivated with a focus to exceed set goals.
• Comfortable adapting to new technologies.

Responsibilities

• Guide merchant base throughout their customer journey.
• Serve as the primary point of contact for merchants.
• Monitor delivery shipments from start to finish.
• Take ownership of escalated delivery issues.
• Educate customers on product updates and enhancements.

Skills

Collaboration with cross-functional teams

Data-driven decision making

Customer relationship management

Problem-solving in delivery issues

Education

Undergraduate degree in any discipline

Job description

About Us

We've got modern day solutions for all your modern day delivery woes.

In a world that's constantly on the move, we know how important it is to keep things moving. We're on a mission to enable everyone, from single merchants to the largest companies, to move goods and e-commerce anywhere in Asia Pacific and beyond.

Logistics should be easy, quick and seamless at great rates. And we believe this standard should be the norm, not the exception as we strive to be the best logistics company in Asia Pacific. Currently, we've made our presence felt in Malaysia, Thailand, Indonesia, Philippines, India, Singapore and China. Our deep integration with Airasia's network and infrastructure puts us in a unique position to achieve what sounds impossible, and we need you to bring this to a reality.

A DAY IN A LIFE as a start up, you can expect your days to be pretty varied. Multitasking is normal, and sometimes, your skills or natural talents will be leveraged to support other business priorities. That said, the bulk of your working hours should involve you having to:

• Guide merchant base throughout their customer journey - from onboarding through to repeat orders
• Serve as the primary point of contact and develop a trusted advisor relationship with merchants to ensure service usage achieves full business value
• Monitor delivery shipments from start to finish to ensure successful delivery
• Take ownership of escalated delivery issues and follow problems through to resolution
• Use customer data and analytics to uncover opportunities for new feature adoption and up-selling
• Identify churn risks and collaborate with the relevant internal teams to remediate and ensure a successful renewal
• Educate customers on the most recent updates and enhancements to our products/services
• Act as the merchant advocate, providing constant feedback with internal teams to improve the customer experience and product offerings
• Monitor performance and end-to-end movement of deliveries be it across external or internal parties

Requirements

• Proven ability to collaborate internally with cross-functional teams
• Results and performance driven, preferring data to drive your everyday decisions
• Able to operate successfully in a lean, fast-paced organization to scale quickly
• Self-motivated with a focus to exceed set goals
• Comfortable adapting to new technologies
• At least an undergraduate degree, any discipline; advanced degree a plus
• 2-3 years of work experience in Key Account Management, Operations or Customer Service
• Important note: The shortlisted candidates will be contacted via WhatsApp or email