client success manager ( Work from Home)TSG Outsourcing

How to Apply:
 
Copy and Paste the Link below in the browser to generate the application form:
https://forms.gle/UwbRCBTnF6WVuuRP8
 
Rate: $6/hr, and earn up to PHP 60,000+/month + Annualized performance bonus based on achievements
 
Schedule:
Monday - Friday: 3:00 PM - 11:30 PM PHT with 30-Minute Unpaid Lunch break and Two 15-Min Paid Breaks
CLIENT SUCCESS MANAGER (WORK FROM HOME)
 
Qualifications:
Minimum of 1-2 years of experience in a customer-facing role like Customer Support, Account Management, or a junior Customer Success position.
Exceptional Communication: Expert English proficiency, both written and verbal, for communicating clearly and professionally with a global client base via email, video calls, and other channels.
Analytical & Proactive: Highly organized and analytical, with the ability to prioritize tasks, proactively monitor customer accounts, and use data to solve problems before they escalate.
Customer-Focused: A high degree of empathy and patience, enabling the development of strong, lasting relationships with customers. Excels at understanding customer needs and advocating for them.
Technical Proficiency: A fast learner with various software tools, including customer success platforms, CRM software, support ticketing systems, and data analytics dashboards.
Self-Motivated & Organized: Capable of working independently in a remote environment, effectively managing time, and prioritizing tasks without direct supervision.
Reporting & Presentation: Proficient in creating and presenting reports using G-Suite applications such as Sheets, Docs, and Slides.
Good to Have Qualifications:
Experience in SaaS Post Sales
Relevant professional training or certifications are a plus.
Responsibilities:
Manage Customer Relationships: Build and maintain strong relationships with assigned customers, acting as their main point of contact.
Monitor Customer Success: Use dashboards to track customer accounts, keeping an eye on product adoption, feature usage, and overall success to ensure they're getting value from our products or services.
Support Customer Onboarding & Enablement: Assist with and, at times, lead onboarding, implementation, and enablement sessions to help customers get started and succeed with our solutions.
Proactively Engage Customers: Communicate regularly with key customer contacts, scheduling meetings to support them throughout their journey.
Act on Engagement Signals: Pay attention to proactive signals from customers and respond quickly to provide timely support.
Analyze Performance: Monitor key customer metrics using analytics and automated dashboards to get a complete overview of account health and performance.
Identify Growth Opportunities: Provide insights that help with upselling, cross-selling, and renewals.
Key Performance Indicators:
Account Engagements. Regularly engaging assigned Book Of Business through value-driven touchpoints such as Business reviews, Enablement Sessions, One-to-many communications and custom value-adding communications for low-touch customers.
Drive Predictable Renewals Through 180-Day Forecasting and Proactive Risk Management by proactively managing all renewals within six months by maintaining a 180/90/30-day forecast. This includes documenting risks with mitigation plans and engaging stakeholders early.
Success Planning & Usage Maturity through strong engagement, well-maintained and utilized account plans and outcome maps, and clear influence on growth indicated in usage and pipeline.
Product Expansion and Growth in Existing Base by identifying and submitting qualified leads for cross-sells and upsells, with a quarterly goal of achieving at least a 20% conversion rate.
Customer Retention Rate. Retains 95% of account ARR based on CSM's starting book of business.