Job Description
Join ApexConnect Solutions, a premier BPO leader revolutionizing customer experience across Asia. We're seeking a dynamic Senior Customer Success Manager to drive client satisfaction and retention through strategic relationship management. This hybrid role combines deep industry expertise with innovative BPO solutions, offering unparalleled growth opportunities in one of Manila's fastest-growing tech corridors.
As a key architect of our client partnerships, you'll leverage data-driven insights to optimize service delivery while mentoring high-performing teams. Our culture rewards initiative, celebrates diversity, and provides industry-leading benefits including comprehensive health coverage, performance bonuses, and continuous upskilling programs.
Responsibilities
- Develop and execute strategic account plans for top-tier BPO clients, achieving 95%+ satisfaction targets
- Analyze performance metrics to identify optimization opportunities and implement corrective actions
- Lead cross-functional teams to resolve complex client escalations within 4-hour SLAs
- Conduct quarterly business reviews with C-level stakeholders to drive growth initiatives
- Train and mentor 5+ Customer Success Representatives on advanced BPO methodologies
- Collaborate with product teams to enhance service offerings based on client feedback
Qualifications
- Bachelor's degree in Business, Communications, or related field (Master's preferred)
- 5+ years in BPO/Customer Success with 2+ years in leadership roles
- Proven track record of retaining enterprise clients with 90%+ retention rates
- Advanced proficiency in CRM platforms (Salesforce, HubSpot) and analytics tools
- Fluency in English with exceptional presentation and negotiation skills
- Experience managing accounts with $500K+ annual revenue
- Certification in Six Sigma or Agile methodologies preferred