Customer Success Manager (Night Shift)

Job Overview

We are seeking a highly motivated and experienced Customer Success Manager (CSM) to join our dynamic team based in Manila. The CSM will play a critical role in building strong relationships with our clients in the automation industry, ensuring their success and satisfaction with our solutions. The ideal candidate will be a proactive problem solver, an effective communicator, and a strategic thinker who can help our clients maximize the value of our automation products and services.

Key Responsibilities

Client Relationship Management:

• Serve as the primary point of contact for assigned clients, ensuring a positive and productive long-term relationship.
• Understand clients' business goals and challenges, and align our automation solutions to meet their needs.
• Conduct regular check-ins with clients to assess progress, offer guidance, and provide additional resources as needed.

Onboarding and Training:

• Lead the client onboarding process, ensuring smooth and timely implementation of our automation solutions.
• Provide training and support to help clients effectively utilize our products and maximize ROI.
• Customize onboarding processes based on client-specific use cases and goals.

Customer Advocacy and Support:

• Act as a customer advocate within the organization, conveying client feedback to product and engineering teams to drive continuous improvement.
• Ensure prompt resolution of any customer issues by coordinating with internal teams such as support, development, and sales.
• Proactively identify potential issues before they become problems and implement preventive solutions.

Retention and Growth:

• Work to ensure high levels of client retention by continuously adding value through strategic initiatives and support.
• Identify and drive opportunities for upselling and cross-selling additional products or services to enhance the client’s automation journey.
• Develop and execute client success plans that include measurable goals and strategies for success.

Data-Driven Insights and Reporting:

• Monitor client usage patterns, engagement metrics, and key performance indicators to ensure optimal solution utilization.
• Prepare and present regular performance reports to clients, demonstrating the impact of automation solutions on their business.
• Use data insights to recommend enhancements or optimizations for clients' automation setups.

Collaboration with Sales and Product Teams:

• Partner closely with the sales team to ensure seamless handoffs and a cohesive customer experience.
• Collaborate with product teams to stay informed on product updates, new features, and best practices to share with clients.

Qualifications:

• Minimum 4+ years of experience. Proven experience in customer success, account management, or a related role, preferably in the automation, SaaS, or technology industry.
• Strong understanding of automation technologies and solutions, including their application in various industries. Ability to align with sales and solution sales teams on upcoming up- or cross-selling opportunities.
• Excellent communication and presentation skills, with the ability to explain complex technical concepts to non-technical stakeholders. Strong communication and interpersonal skills to conduct onboarding sessions and regular business reviews with customer stakeholders.
• Proven track record of building and maintaining strong customer relationships, driving customer satisfaction, and achieving retention and expansion goals. Effective customer relationship management skills to drive monthly active managed services usage and deliver workshops to all customers, if needed.
• Analytical mindset with the ability to derive insights from data and implement data-driven strategies. Data analysis and reporting skills to provide insight on automation usage and performance, opportunities for optimization, and relevant developments in business.
• Self-motivated, proactive, and able to work independently as well as collaboratively within a team.
• Familiarity with UiPath, CRM tools (Salesforce & Certinia), Jira, and project management tools is a plus.