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Client Success Manager

unlimited holidays - extra holidays - extra parental leave - long remote period allowed

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

Philippines

Offer summary

Qualifications:

Bachelor’s degree or higher, Minimum 3+ years’ experience in client success, ideally in SaaS or tech sales, Understanding of account management and performance metrics, Excellent verbal/written communication skills in English, Proficiency in client relationship management processes.

Key responsabilities:

Manage and grow existing client accounts
Train, onboard clients, and optimize product usage
Provide user feedback to improve services
Assist clients with inquiries and account changes
Create and report key client data analytics

MicroSourcing Large https://www.microsourcing.com

5001 - 10000 Employees

See more MicroSourcing offers

Job description

Position: Senior

Work Type: Full Time

Schedule: Night Shift

Location: Global One, Eastwood, Libis, QC

A Client Success Manager Is Expected To

To manage and grow an existing commercial business:

Manage clients: Train, onboard, and manage existing accounts to maximize usage of products and renew subscriptions
Grow NRR: Service, upsell, and expand key accounts
Delight Customers: Provide customer voice to team based on user feedback to continuously better serve creators including capturing customer case studies and feedback including creating case studies, client surveys and research
Reporting: Manage existing Hubspot customer pipeline, and upsell opportunities including reporting and analysis
Work alongside the Success Global lead: to create and execute strategic initiatives to grow active user numbers, encourage account expansion, reduce inactive users, and resource clients with tools to upskill in

Microlearning Instructional Design Support Existing Client Requests

Assist users in navigating the app, understanding its features, and navigation, and troubleshooting any issues.
Assist clients who wish to downgrade from Pro to Starter, or Starter to Free accounts
Respond to customer inquiries, providing concise and accurate information about our products, services, and pricing.
Ensure users have a positive experience and maximize the value of their subscription by helping them make the most of our product.
Liaising with the finance team to resolve client payment issues in a timely manner

Documentation And Reporting

Use Periscope data to fill out monthly and quarterly enterprise-templated reports for key clients
Assist with tasks related to overusing clients

What It Takes To Be Part Of Our Team

Bachelor’s degree or higher
Minimum 3+ years’ relevant experience in client success with a clear track record of meeting and exceeding client satisfaction, retention, and growth goals; ideally in SaaS or tech sales. Enterprise sales experience is a plus.
Understanding of account management, performance metrics, and analytics to optimize and automate growth
Excellent verbal/written communication (English language) and strong interpersonal skills
Excellent problem-solving and troubleshooting abilities
Customer-oriented mindset with a focus on delivering exceptional service
Proactive and self-motivated with a passion for helping customers
Experience managing large client portfolios
Ability to identify and implement growth opportunities
Solid reputation and professional demeanor
Proficiency in presenting and training on the product to prospects and clients
Ability to connect with decision-makers on internal teams and at senior leadership levels
Credibility with enterprise, training company, university, SME, and NGO clients
Ability to operate effectively with high energy and flexibility in a fast-paced, evolving environment
Proficiency in client relationship management processes and best practices
Open to sharing knowledge and opinions
Resilient, resourceful, optimistic, and energetic when dealing with ambiguity
Active listening, taking responsibility for mistakes, and respecting colleague diversity
Global mindset and comfortable managing cross-border relationships

What's in it for you?

Competitive Total Rewards (Compensation, HMO, Group Life Insurance, and Performance bonuses)
A very collaborative work culture

Find a balance between work and life that fits you. Do what you do best with MicroSourcing!

For more information, visit https://www.microsourcing.com/