Job Description
Join Nexus Global Solutions as a Senior Customer Success Manager and lead our elite team in revolutionizing client experiences across APAC markets. We're seeking a dynamic leader to drive retention, expand revenue streams, and mentor high-performing specialists in our award-winning BPO division. This role offers unparalleled growth opportunities in a fast-paced, digitally-driven environment with industry-leading benefits.
What you'll achieve:
- Develop and execute strategic account plans for Fortune 500 clients
- Lead a team of 8-12 customer success specialists
- Implement AI-powered optimization tools to boost CSAT scores
- Collaborate with product teams to enhance service delivery
Responsibilities
- Oversee end-to-end client lifecycle management from onboarding to expansion
- Analyze customer behavior data to identify upsell opportunities
- Design and deliver quarterly business reviews with C-suite stakeholders
- Champion continuous improvement initiatives in service quality
- Train and develop team members in advanced CRM and analytics tools
- Collaborate with marketing to co-create client retention campaigns
- Monitor KPIs: NPS, Churn Rate, Expansion Revenue, CSAT
Qualifications
- Bachelor's degree in Business, Communications, or related field
- 5+ years in BPO/Customer Success with 2+ years team leadership
- Proven track record in reducing churn by 25%+
- Advanced proficiency in Salesforce, Tableau, and Zendesk
- Fluency in English and Tagalog; Mandarin proficiency highly valued
- Certification in Customer Success Management (CSM) preferred
- Experience scaling operations across multiple APAC markets