About Company
Connext is a leading provider of tailored offshore staffing solutions, empowering businesses worldwide to scale efficiently and achieve their strategic objectives. With a strong presence in the Philippines, Connext specializes in connecting global companies with highly skilled talent across various domains, including customer support, technical assistance, back-office operations, and specialized professional services. We are dedicated to building strong, lasting partnerships by providing exceptional service, fostering a collaborative work environment, and prioritizing client success. Our culture is built on innovation, continuous improvement, and a commitment to employee development, ensuring that our team members are not just employees but integral parts of our clients’ success stories. At Connext, we believe in creating value not just for our clients but also for our people and the communities we operate in. We foster an environment where talent thrives, ideas are celebrated, and impact is made, driving mutual growth and success.
Advertisement
Job Description
Are you a natural relationship builder with a passion for helping clients succeed and grow? Connext is seeking a dynamic and results-driven Customer Success Manager to join our vibrant team in Cebu. In this pivotal role, you will be the primary advocate for a dedicated portfolio of our valued clients, ensuring they not only maximize the value of their partnership with Connext but also achieve their strategic business objectives. You will act as a trusted advisor, deeply understanding each client’s evolving needs, challenges, and aspirations. Your responsibilities will extend beyond reactive support; you will proactively engage with clients, anticipate potential issues, provide strategic guidance, and identify opportunities for service enhancement and expansion. This position demands a keen ability to foster strong, lasting relationships built on trust and mutual understanding. You will collaborate closely with various internal teams, including Operations, Sales, and Talent Acquisition, to orchestrate seamless service delivery, resolve complex issues, and drive positive, measurable outcomes for our clients. The ideal candidate will possess an exceptional blend of interpersonal skills, analytical acumen, and a proactive mindset, capable of translating client feedback into actionable strategies that elevate the overall customer experience. If you thrive in a fast-paced, client-centric environment, are adept at navigating complex business relationships, and are genuinely driven by the success of your partners, we encourage you to apply. Join Connext and play a crucial role in shaping enduring client relationships and contributing significantly to our collective growth and success. Your commitment to excellence and ability to drive value realization will be instrumental in fostering long-term client loyalty.
Key Responsibilities
- Manage a dedicated portfolio of client accounts, serving as the primary point of contact and trusted advisor.
- Develop and maintain strong, long-lasting customer relationships, understanding their business goals and challenges.
- Proactively engage with clients to ensure high levels of satisfaction and identify opportunities for increased value.
- Conduct regular business reviews (QBRs) to assess client performance, provide insights, and recommend strategic solutions.
- Collaborate with internal teams (Operations, Sales, Talent Acquisition) to ensure successful client onboarding, service delivery, and issue resolution.
- Monitor client health, identify potential risks, and implement mitigation strategies.
- Identify opportunities for upsells, cross-sells, and service expansion within existing accounts.
- Serve as a client advocate internally, ensuring client feedback is channeled to relevant teams for product and service improvement.
- Contribute to the development of customer success strategies and best practices.
Required Skills
- Proven experience in Customer Success, Account Management, or a similar client-facing role, preferably in a BPO or tech environment.
- Exceptional communication, presentation, and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Ability to manage multiple accounts and projects simultaneously with excellent organizational skills.
- Demonstrated ability to build rapport and trust with clients at various organizational levels.
- Proficiency in CRM software (e.g., Salesforce, HubSpot).
- Solid understanding of business operations and client-centric service delivery.
Preferred Qualifications
- Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
- Experience working with international clients.
- Knowledge of offshore staffing models and BPO industry trends.
- Project management certification (e.g., PMP, CSM).
- Familiarity with data analysis tools and metrics for client success.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health and wellness benefits.
- Generous paid time off and holidays.
- Opportunities for professional development and career growth.
- Dynamic, collaborative, and supportive work environment.
- Employee engagement activities and company events.
- Modern office facilities in a prime location.
- Direct impact on client success and company growth.
How to Apply
Interested candidates are invited to submit their comprehensive resume and a cover letter detailing their relevant experience and why they are a great fit for this role. Please click the ‘Apply Now’ link below to submit your application directly through our careers portal.
Advertisement
