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Customer Success Manager

Managerial / Supervisory

YourMembership Philippines

With Business Certificates
Established in 1998
51-200 Employees
7/F Cebu IT Tower 1, Cebu Business Park, Luz, Cebu City, Cebu
Posted On: June 10, 2021
Job ID: 382628

Details

Established in 1998, YourMembership helps associations, organizations, publishers and other companies around the world provide more value to their users, drive non-dues revenue through innovative career centers and buyers guides, increase their relevance through innovative engagement tools, and enhance overall operational efficiencies. YourMembership's SaaS-model membership management solution provides associations with the tools they need to effectively brand their organizations, engage their customer bases, and streamline their administrative processes.
 
As the globe's largest provider of membership management and association management software, YourMembership now provides comprehensive membership solutions to over 4,300 customers in 32 countries. Headquartered in St. Petersburg, Florida, YourMembership has additional offices in Chicago, Illinois; Austin, Texas; New London, Connecticut, Peterborough, United Kingdom and just started operation at Cebu City, Philippines last January 18, 2016.
 
CUSTOMER SUCCESS MANAGER
 
JOB SUMMARY
 
The Customer Success Manager will lead a team of customer success representatives ensuring customers are happy and renew their software subscriptions.
 
DUTIES AND RESPONSIBILITIES
  • Manage a team of customer success representatives
  • Hire, manage, and provide professional development opportunities to team members
  • Proactively manage a portfolio of customers by helping them meet/exceed/grow fund-raising goals while maintaining on-time subscription renewals  
  • Understand customers’ needs and priorities to ensure adoption and maximum optimization of year-round platform usage for fundraising campaigns 
  • Be the voice of the customer. Advocate to improve product and processes to increase customer engagement and retention 
  • Achieve/exceed target KPIs including but not limited to: On-time Subscription renewals increased credit card processing and customer platform usage and maintain positive NPS/CSAT 
  • Serve as the subject matter expert (SME) within your customer industry vertical by providing a proactive strategy based on customer needs to maximize proceeds and ensure year-round usage  
  • Build relationships with assigned customers and act as the voice of the customer internally while exhibiting and demonstrating company vision and values 
  • Consult and guide customers through a seamless onboarding and adoption process 
  • Capturing customer feedback and reporting requests to Product Management and Development 
  • Analyze, and present reports to management and internal teams regarding the overall health of your book of business 
  • Conduct ongoing health checks with customers to measure adoption, usage and success  
  • Record and manage all client communication in CRM 
  • Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth 
  • Make proactive recommendations to the customer success leadership team to continually improve the quality, effectiveness, and efficiency of our processes 
  • Manage customer expectations by establishing a clear line of communication and anticipating potential roadblocks 
  • Assist in the triage and resolution of customer escalations 
REQUIRED SKILLS AND EXPERIENCE
  • Minimum of 3 years of relevant experience 
  • A strong sense of organization, attention to detail, and accountability
  • Ability to manage multiple clients with complex requirements
  • Critical thinking skills with the ability to analyze complex processes
  • Exceptional written and verbal communication skills
  • Experience in providing project plans and updates to internal and external executives
  • Ability to successfully multi-task and work independently
  • Ability to navigate technology comfortably and effectively. Specifically experienced with Microsoft Outlook, Excel, Word, PowerPoint, and Zendesk

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