Job Description
Join Southeast Asia's leading BPO provider as we revolutionize customer experience through cutting-edge technology and world-class service. At GlobalConnect Solutions, we empower our team members with industry-leading training, career advancement pathways, and a dynamic work culture that values innovation and growth. As a Senior Customer Success Manager, you'll drive client retention and satisfaction while mentoring high-performing teams in our state-of-the-art Makati facility.
We offer comprehensive benefits including health insurance, performance bonuses, flexible work arrangements, and exclusive wellness programs. Our commitment to employee development includes quarterly upskilling certifications and international conference opportunities.
Responsibilities
- Lead and mentor a team of 8-12 Customer Success Representatives
- Develop and execute strategic client retention plans with 95%+ satisfaction targets
- Analyze customer data to identify improvement opportunities and implement solutions
- Collaborate with product teams to enhance service offerings based on client feedback
- Conduct quarterly business reviews with top-tier enterprise clients
- Drive process optimization initiatives using CRM and analytics platforms
- Train team on new technologies and service protocols
Qualifications
- Bachelor's degree in Business, Marketing, or related field
- 5+ years in BPO/Customer Success with 2+ years in leadership
- Expertise in CRM platforms (Salesforce, Zendesk) and data analytics tools
- Proven track record of reducing churn and increasing client retention
- Exceptional communication skills with fluency in English and Tagalog
- Strong problem-solving abilities with data-driven decision-making
- Certification in Customer Success Management (CSM preferred)