Job Description
Join GlobalConnect Solutions, a leading BPO innovator revolutionizing customer experience through AI-powered solutions. We're seeking a passionate Senior Customer Success Specialist to lead our elite client retention team in our state-of-the-art Makati facility. Enjoy competitive compensation, comprehensive health benefits, and rapid career advancement opportunities in a culture that celebrates excellence.
Responsibilities
- Proactively manage high-value client portfolios with 95%+ retention targets
- Implement data-driven upselling strategies to expand revenue streams
- Lead cross-functional initiatives between tech, sales, and support teams
- Develop and mentor junior specialists through structured training programs
- Analyze customer feedback to drive product enhancement initiatives
- Handle VIP escalations with executive-level problem resolution
- Contribute to quarterly performance optimization workshops
Qualifications
- Minimum 3 years in BPO/Customer Success leadership roles
- Proven track record of exceeding retention goals
- Advanced CRM proficiency (Salesforce/HubSpot)
- Fluent English with native-level communication skills
- Data analysis certification or equivalent experience
- Experience managing enterprise-level accounts
- Strong conflict resolution and negotiation abilities
- Proficiency in at least one additional language (Spanish/Mandarin/Japanese)