SupplierBase Customer Success Associate

State of Flux; Hinoba-an; Hybrid; PHP 1,505,000 - 2,508,000; Full time

Job summary

State of Flux is seeking a customer success professional in the Philippines to implement SupplierBase and manage technical requirements between customers and our team. The role operates hybrid with occasional travel, aligning with European teams outside Philippine hours as needed.

You will engage with customers, manage tickets, and guide stakeholders through platform functionality. A Bachelor's degree and 2+ years of customer-facing experience are preferred.

Qualifications

• Analytical skills with attention to detail.
• Excellent English communication, written and spoken.
• Bachelor’s degree in CS/IT or related field, or equivalent.
• At least 2 years of experience working with customers.

Responsibilities

• Know your product, conduct testing and set dashboards, templates, data to proactively manage the environment.
• Advise customers on platform functionality and use cases to maximize value of SupplierBase.
• Engage with customer stakeholders regularly to build relationships and ensure smooth project execution.
• Manage customer questions and issues promptly.
• Coordinate ticket resolutions with the technology team.
• Adjust implementation plans with clear guidance on actions, owners, and timelines; maintain logs.
• Communicate delays that affect timelines and costs to leadership.
• Prepare training materials for stakeholders as required.
• Liaise with Product/Technology to align on customer needs and configurations.
• Support ongoing user questions and coordinate with Product/Technology for resolution.
• Be available to work at least 80% of Philippines working day.

Skills

Analytical skills

Communication in English

Team player

Attention to detail

Time management

Willingness to learn new technologies

Patient listener

Education

Bachelor’s degree in computer science/IT or related field

Project management qualifications

Job description

Job Type:

Hybrid working with opportunities to travel

Are you a dynamic individual with a passion for technology and a keen eye for detail? If so, we want you! As part of our global network, you'll join our team in the Philippines to implement our Supplier Management Platform Supplierbase and manage technical requirements between our customers and team. You'll build strong relationships with customers and help them achieve their goals using SupplierBase. This full-time remote position requires you to work Philippines hours (PHT) with occasional out of office hours to liaise with European teams. If you're a self-starter with excellent project and time management skills, we encourage you to apply today!

Core Activities:

• Know your product inside out, conduct testing and set dashboards, templates, data to proactively manage the environment.
• Advise customers on platform functionality and use cases to help them to get the most out of SupplierBase.
• Engage with customer stakeholders regularly to build and maintain strong relationships and ensure the project runs smoothly.
• Manage customer questions and issues promptly.
• Manage the resolution of tickets with the technology team promptly.
• Proactively adjust the implementation plan with clear guidance on actions, owners, and timelines that will lead the team to a planned go-live. Maintain action, risk, and issue logs.
• Proactively communicate any significant delays that impact the overall project timeline and costs to leadership, including potential scope creep.
• Prepare training materials for stakeholders when required (templates available).
• Liaise with the Product/Technology team to have a clear view of customer needs and config requirements.
• Support customers with ongoing user questions and liaise with the Product/Technology team on issue resolution when required.
• Be available to work flexibly for a minimum of 80% coverage within a Philippines working day.

Your Attributes and Experience:

You will thrive in our team if you...

• Enjoy interacting with people from diverse cultures and backgrounds and finding solutions to everyday problems.
• Are a team player and love collaborating with people from various customer groups and cross-functional teams.
• Possess analytical skills with great attention to detail.
• Have a keen interest in learning and adopting new technologies to support our team's goals.
• Have excellent communication skills in English (both written and spoken) to manage different stakeholder types, and adjust your communication style as per their needs.
• Are a patient listener and a good guide to help users learn how to use the technology for their day-to-day needs.
• Hold a Bachelor's degree (preferably in computer science, IT, or other relevant fields) or relevant project management qualifications.
• Have at least 2 years of experience working directly with customers (technology team interaction experience is a plus).

It also helps if you have:

• If you live around Cebu, the APAC team is based in Cebu.
• Ability to understand and articulate how our solution/technology enables customer processes and insights.
• Ability to work in a fast-paced environment and meet set deadlines.
• Have an interest in learning new things - once you mastered the technology solution, you will have an opportunity to grow into the consulting and managed services side of our business and be able to increase skills in a multi-faceted way.

The Company:

State of Flux is a globally renowned supplier relationship management company. SupplierBase is a trademark for State of Flux Technologies, a rapidly growing Software-as-a-service company that offers enterprise supplier management software recognised by Gartner, Procurement Leaders, and Spend Matters. We are looking for a talented professional to join our customer success team in the Philippines.

We are a fast-growing procurement and supply chain consultancy based in London, with locations in the USA, Philippines, and Australia. We offer smart procurement and supplier management solutions, combining consultancy, technology, training, and managed services.

We are an equal opportunities employer and welcome applications from all sections of society and do not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation or gender identity.