Strategic Customer Success Manager - Growth & Renewals

Acquire.AI; Pasig; On-site; PHP 360,000 - 540,000; Full time

Job summary

Acquire Intelligence, a global outsourcer in the contact center and back-office space, invites you to join our team in the Philippines. You will maintain customer health, drive adoption plans across onboarding, Web training, and email campaigns, and manage renewals while staying aligned with key decision makers and stakeholders.

You will collaborate with Success Consultants, articulate customer needs, and develop solutions with cross-functional teams.

Responsibilities

• Ensures good customer health of client book
• Execute ongoing adoption improvement plans across customers (Onboarding, Web training, Email Campaigns, etc)
• Manage client renewals
• Maintain regular contact with key decision makers and stakeholders and schedule stewardship meetings as appropriate
• Work across the firm to drive resolution of identified issues and elevate issues where appropriate
• Ensure customer's desired outcomes are well understood, documented, and monitored
• Collaborate with Success Consultant on day to day client requests, including attending status meetings and elevate service issues where appropriate
• Articulate client needs objectives and work across the firm to develop and propose solutions
• Recommend and coordinate cross-functional improvements to the Customer Lifecycle
• Execute corrective action plans for customers at risk (Stakeholder Interviews, Issue Tracking, etc)
• Track results from action plans and follow escalation procedures when appropriate
• Identify Upsell and Cross Sell Opportunities
• Map customer stakeholders & users to Customer Personas
• Partner with Account Executives during Quarterly Business Reviews to create client growth strategy
• Feature Request Management
• Maintain knowledge of Riskonnect products/services and industry trend

Job description

Acquire Intelligence, a global outsourcer in the contact center and back-office space, invites you to join our team in the Philippines. You will maintain customer health, drive adoption plans across onboarding, Web training, and email campaigns, and manage renewals while staying aligned with key decision makers and stakeholders.

You will collaborate with Success Consultants, articulate customer needs, and develop solutions with cross-functional teams.