Job Description
Join NexusConnect Solutions, a leading BPO innovator transforming global customer experiences. We're seeking a dynamic Senior Customer Success Manager to elevate our premium client portfolio. This hybrid role combines strategic relationship management with hands-on technical support, offering exceptional career growth in a fast-paced, merit-driven environment.
Our Manila headquarters features state-of-the-art facilities, comprehensive wellness programs, and a culture that rewards excellence. Enjoy competitive compensation, performance bonuses, and industry-leading benefits including medical coverage, retirement plans, and professional development stipends.
Responsibilities
- Manage and expand relationships with top-tier enterprise clients across APAC and EMEA regions
- Develop and execute strategic account plans to achieve 95%+ client retention targets
- Lead cross-functional teams (technical, operations, sales) to resolve complex client escalations
- Analyze customer usage data to identify upsell opportunities and drive revenue growth
- Conduct quarterly business reviews with C-level stakeholders and present actionable insights
- Mentor junior team members and contribute to process optimization initiatives
- Collaborate with product teams to advocate for client-driven feature enhancements
Qualifications
- Bachelor's degree in Business, Communications, or related field (MBA preferred)
- 5+ years in BPO/Customer Success with 3+ years managing enterprise accounts
- Proven track record of exceeding retention and growth targets in SaaS environments
- Expertise in CRM platforms (Salesforce, HubSpot) and analytics tools
- Exceptional cross-cultural communication skills with fluency in English
- Strong problem-solving abilities with data-driven decision-making mindset
- Project management certification (PMP/CSM) or equivalent experience
- Experience in high-volume contact center operations or tech support leadership