Telco Customer Success & Retention Expert

IBM; Philippines; On-site; PHP 360,000 - 600,000; Full time

Job summary

IBM Consulting is seeking a Customer Success Agent to proactively engage telecommunications clients, maximize satisfaction, reduce churn, and protect recurring revenue across our global delivery centers. You will collaborate with sales, service, billing, and technical teams to resolve issues and ensure customers derive maximum value from IBM products and services.

This role requires strong communication, problem-solving, and relationship skills, with 2+ years in customer success or telecom

Qualifications

• 2+ years of experience in customer success, customer care, retention, account management, or telecommunications services.
• Strong communication, negotiation, problem-solving, and customer service skills.
• Experience using CRM platforms and Microsoft Office applications.

Responsibilities

• Proactively engage high-risk customers to prevent churn and identify retention opportunities.
• Build strong relationships, conduct account reviews, and educate customers on products.
• Investigate service, billing, and technical concerns; coordinate with internal teams.
• Support renewals and identify upsell/cross-sell opportunities.
• Track customer health metrics and document interactions in CRM systems.

Skills

Strong communication

Negotiation

Problem-solving

Customer service skills

Education

Bachelor's Degree

Bachelor's Degree

Tools

CRM platforms

Microsoft Office

Job description

IBM Consulting is seeking a Customer Success Agent to proactively engage telecommunications clients, maximize satisfaction, reduce churn, and protect recurring revenue across our global delivery centers. You will collaborate with sales, service, billing, and technical teams to resolve issues and ensure customers derive maximum value from IBM products and services.

This role requires strong communication, problem-solving, and relationship skills, with 2+ years in customer success or telecom