Associate Customer Success Manager
Apply on
UnifyCX is growing and is looking for experienced Associate Digital Customer Success Manager to join our motivated and ambitious team.
What Will You Do?
Associate Digital Customer Success Manager (ACSMs) works with a global team of Customer Success Managers to support over 800 customers who are mainly supported via digital outreach. The Digital CSMs support requests from customers and from internal groups. They are responsible for sharing best practices with customers to help them successfully use the client platform and achieve business goals.
This is a role which requires an organized individual, who will interface with clients and is capable of handling multiple projects with both long and short timelines..
In this position, you will:
- Work with pooled Customer Success (CS) team to address all customer cases submitted to the Zendesk queue.
- Work with the CS team to manage the client’s inbox
- Support the Account Managers with actions need to save at-risk customers
- Complete CS tasks assigned within the CS management platform
- Prepare PowerPoint decks for Health Check meetings, QBRs, and event debrief calls with customers.
- Prep decks for AI QBRs
- Provide console reviews for customers via email or a call
- Update Account Summaries in SFDC
- Flag risk when reviewing accounts
- Help chase stalled onboarding customers
- Help chase flagged accounts, which have low utilization rates
- Oversee weekly onboarding kickoff call
- Update contacts when the client receives bounces from email campaigns
- Chase stalled integrations
- Submit fee waivers and credit memos
- Support coaching sessions that customers can schedule via the campaign
Who You Are:
To be considered, candidates are expected to have the following:
- 1+ years account/client management experience
- Full understanding of, and experience in, BPO or Contact Center space
- Strong interpersonal and communication skills, especially in presenting to client audiences
- Be able to remain optimistic and professional in challenging situations
- Possess exceptional negotiation skills and clear natural communication
- Proven track record of successfully growing accounts
- Ability to anticipate our client’s needs and fulfill their requests, weighing financial and productivity variables
- Ability to present ideas and create proposals to all levels of an organization
- Be flexible in your schedule as UnifyCX clients have a global presence
- Possess a positive attitude and patient personality
Who We Are:
UnifyCX is a Louisville-based company that provides personalized contact center, business processing, and technology outsourcing solutions. In nearly two decades of operations, we have grown from a few employees in a single location to global company with thousands of staff members who support an international clientele.
“Putting People First” is not just a motto; it’s who we are and what we do. We value our employees, customers, and communities. We don’t hire for jobs; we help employees map out careers with us and have an enviable retention rate. Many clients have been with us for decades because we go beyond doing what is expected. A lot of companies talk of having a family atmosphere; we put those words into action.
Location: This role will be assigned in our Quezon City call center.
Education: Bachelor’s degree or equivalent combination of education and experience.
Hours: Must be able to work flexible schedule if business requires – typical hours will be Mon-Fri regular US business hours.
Benefits: UnifyCX offers a comprehensive benefit package with HMO and life insurance on day 1.
UnifyCX is a certified woman-owned business and an EOE employer who welcomes diversity.
COVID-19 considerations:
- To keep our employees safe, masks are required, hand sanitizer and wipes are provided, and cubes are spaced to maintain a social distance of 6 feet
