Customer Success Manager

Role Overview

• Build strong business relationships with their respective accounts by ensuring that client needs and expectations are consistently met and exceeded.
• Manage client complaints and resolve issues effectively and in a timely manner, turning challenges into opportunities for long-term partnerships.
• Manage client usage through proper planning and setting realistic expectations. This includes increasing usage of under-utilized accounts by working closely with the Executive Assistants.
• Leverage sales experience to identify and capitalize on opportunities for growth within existing accounts, ensuring client satisfaction and increased revenue.
• Conduct sales calls to potential clients, effectively presenting MySigrid’s offerings and converting leads into business opportunities.
• Promote MySigrid’s values and help maintain a positive working environment for all staff.
• Perform daily health checks on each account’s mailboxes to ensure smooth operations.
• Provide immediate support to all staff relevant to his/her clients, including guidance on processes, SOPs, and daily operations.
• Assist and monitor staff in the day-to-day management of work, primarily focused on inbox clean-up, task scheduling, and time management.
• Assist and monitor staff in cases of mistakes and learning opportunities, ensuring that incidents are promptly reported and resolved.
• Provide coaching and training to staff as needed to promote continuous improvement and professional development.
• Ensure the quality of work for all staff, including specialists, by performing weekly quality audits in compliance with our SOPs.
• Ensure that client preferences and information are captured and stored securely, in line with our SOPs and data protection policies.
• Identify process and knowledge gaps and offer both short-term and long-term solutions to address these gaps.
• Conduct initial checks of requested leave dates, ensuring that there are no resource shortages on any given day, and forward them to the manager for final approval.
• Assist management in the roll-out of new processes, policies, or projects as required.
• Take on additional responsibilities assigned by the manager to promote growth and foster continuous improvement within the team.

Requirements

• Highly organized
• Strong drive to succeed
• Excellent communication and interpersonal skills
• Demonstrate leadership qualities
• High computer literacy and ability to learn new software
• Knowledge of customer success processes
• Patient and an active listener
• At least 1 year in the Customer Service/Success supervisory/team lead role

Benefits

• Competitive salary package.
• Vacation leave and Sick leave credits.
• HMO Package for the employee and two codependents.
• Reimbursable internet charges.
• Comprehensive training and continuous learning advantages.
• Opportunity to contribute to new technology and help develop a high-end system that assists humans by optimizing their work processes.
• High importance to work-life balance with the opportunity to work from home part of the week.
• Opportunity to venture into other areas of the business as you continue to contribute to the growth of the company.
• Be part of a dynamic team of specialists who openly and willingly share their knowledge with their colleagues.
• Work in a corporate culture that encourages collaboration, with an emphasis on our core values: Integrity, Passion, Teamwork & Respect, Pro-activeness, Accountability, and Determination.
• Co-Working days: Sigrid has co-working offices in Ortigas, BGC and Makati where the whole team meets once a month at a minimum.