Job Description
Join Nexus Global Solutions, a premier BPO leader revolutionizing customer experience across Asia. We're seeking a dynamic Senior Customer Success Manager to drive client retention and operational excellence in our Manila hub. This role offers competitive compensation, comprehensive benefits, and clear pathways for career advancement within our award-winning organization.
What We Offer:
• Industry-leading salary with performance bonuses
• Health insurance + retirement contributions
• Professional development certifications
• Hybrid work flexibility (3 days office/2 days remote)
• Monthly team-building activities
Responsibilities
- Manage 15+ enterprise client accounts, ensuring SLA compliance and satisfaction metrics
- Lead cross-functional teams to resolve complex client escalations within 24 hours
- Develop strategic account plans to increase upsell opportunities by 20% YoY
- Analyze performance data to optimize call center workflows and KPIs
- Train and mentor junior staff on customer excellence protocols
- Collaborate with product teams to implement client-requested enhancements
Qualifications
- Bachelor's degree in Business or related field
- 5+ years BPO/call center management experience
- Proven track record in client retention and upsell strategies
- Advanced proficiency in CRM systems (Salesforce/HubSpot)
- Fluent English communication with presentation skills
- Lean Six Sigma Green Belt certification preferred
- Ability to manage multiple high-pressure client relationships