As a member of an innovative, motivated and talented team, you will be responsible for providing technical, policy, and procedure guidance to the Success Team. The Customer Success Manager should have extensive knowledge of Customer Success processes and procedures. On a daily basis, the Success Manager will be responsible for making sure the team is developing and maintaining customer relationships that promote retention and loyalty.
Our next Customer Success Manager will oversee the team responsible for onboarding, account management, and feature adoption for our merchants in Philippines. In order to succeed, this person should be able to identify areas of improvement that ensure the highest quality of customer service and result in a very high customer retention rates. This person should be organized, attentive to details, and committed to meeting all of our department goals and metrics. He/She will also be on the pulse of issues regarding personnel, performance, customer perception, and project status, and works closely with colleagues and the Head of Operations to ensure consistent, high quality service.
What you will do:
- Effectively lead the Customer Success Team and evaluate their performance regularly
- Analyze and improve existing Customer Success processes with focus on scalability
- Ensure service levels are consistently exceeded
- Establish best practices through the entire account management from onboarding, to engagement to retention
- Interview Customer Success applicants and train new hires
- Actively respond to queries, complaints and escalations
- Follow up with customers to identify areas of improvement
- Develop daily, weekly and monthly reports on Success Team’s productivity
- Provide customer feedback to the appropriate internal teams, like product developers
- Maintain an orderly workflow according to priorities
Benefits:
We ask for hard work and dedication from all of our employees. In return we provide them with:
- Medical Insurance (HMO)
- Apple Computers for everyone
- Continuous learning and education
We get lots of work done! We just also believe that as long as our employees are happy (and fed) they will be well equipped to give their best each and everyday.
To learn more about what it's like to work here, check out our Glassdoor Reviews: https://www.glassdoor.com/Reviews/StoreHub-Reviews...
StoreHub is one of Southeast Asia's fastest growing technology companies with a revolutionary business platform for SMEs. We help business owners manage and grow their businesses in today’s fast changing world.
From a cloud-based POS system to inventory management to e-commerce, we're building a platform for awesome businesses.
As a venture-backed startup, we have been growing exponentially over the last 6 years, and now serve thousands of businesses across the world from our offices in Kuala Lumpur, Shanghai, Manila & Bangkok.
Our goal is to build a culture of meaningful work, where every person on the team works towards a shared vision while engaging their role in a personally satisfying manner.
The people who succeed with us are most clearly defined by their competency and humility. These are the values that are most important to us, and we expect this of every team member at StoreHub starting with our leadership team.
If this is something that you resonate with, we’d love to meet you. Join us in building a new kind of organisation, one that is built upon the foundations of excellence, fun and creativity.
