Customer Success Manager at Acquire Intelligence

Pasig, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

21 Jun, 26

Salary

0.0

Posted On

24 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Relationship Management, Account Growth, Product Adoption, Renewal Process, Contract Negotiation, Cross-functional Collaboration, Retention Quotas, Upsell, Cross-sell, Forecasting, Risk Mitigation, Product Knowledge, Industry Awareness, Best Practices Documentation, Gainsight, Salesforce

Industry

Outsourcing and Offshoring Consulting

Description

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! Acquire BPO is an award-winning business process outsource provider, to some of the world’s largest brands operating contact centers and back-office services from offshore, nearshore, and onshore locations to clients globally and serviced from Australia, Dominican Republic, Philippines and the United States. Known for our commitment to safety, flexibility, and innovation, we strive to be the partner of choice for businesses looking to leverage the best global BPO and AI resources. Our employee value proposition, Come for a career, stay for the fun, underscores our commitment to a vibrant, inclusive, and engaging work environment. Why Join the A-Team? Come for a career, stay for the fun! Yearly Kick Off Parties with major giveaways (like the car in 2023) Get recognized through our ‘Value Awards’ Grow your career - yes, we love to promote internally Do meaningful work and collaborate with the best 900 promotions given each year 2,700+ leadership training courses A Glimpse into Your New Role ○ Become a trusted advisor to key customer stakeholders and executive sponsors to fully understand business strategy, technical environment and measures for success ○ Own all aspects of the customer relationship, including renewals, account growth, product adoption & utilization, ROI, and customer satisfaction ○ Lead account reviews with customers to keep them informed of product features and enhancements ○ Own all aspects of the renewal process including contract and commercial negotiations with the support of the legal team ○ Serve as customer advocate and liaison while effectively collaborating with internal cross-functional teams, such as Product Management, Sales, Marketing, Legal, Engineering and Finance ○ Set, measure and achieve or exceed client retention and upsell/cross sell quotas ○ Accurately forecast renewal, upsell and cross sell pipeline through effective proactive account management ○ Identify and pursue client upsell opportunities, within and outside of their existing use case, to grow your book of business. Where appropriate, partner with sales on strategic deals ○ Anticipate at-risk accounts to mitigate retention risk through client action plans and training ○ Continuously drive product value and ROI by strategically advising clients on client's product features ○ Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs ○ Remain current on industry news and current events understanding and proactively identifying impact on customer decisions and strategy ○ Take the initiative to document best practices and sharing successes with the team ○ Document all customer interactions, tasks and goals in Gainsight What You’ll Bring ● Minimum of 2 years customer-facing experience, preferably in a SaaS or subscription business managing a portfolio of 300+ accounts ● Experience using Gainsight and Salesforce or similar CRM software ● Demonstrated experience and passion for social technologies and SaaS space ● Customer-first mentality and talent for building strong relationships ● Experience working cross-departmentally (with Sales, Front-line Customer Service, Product, Engineering) to serve the needs of customers ● Ability to prioritize and manage expectations within a fast-paced environment ● Excellent written and verbal communication and presentation skills With a diverse global team working together, we proudly embrace and live by these shared values: Collaboration: Brilliant jerks can be brilliant elsewhere. Impact: Do, get it done, create impact. Passion: Be positive, bring passion and energy. Transparency: A transparent team can help each other. What are you waiting for? Join the A-Team and experience the A-Life! Join the A-Team and experience the A-Life! Acquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages. Acquire takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. If you have provided consent and wish to withdraw it, you may click on the account settings and submit a request to delete your information. You may also inform us by writing to the address in the section on “Access Rights to Personal Data” or send us an email to privacy@acquirebpo.com. Please refer to our Privacy Policy at https://acquirebpo.com/au/privacy-policy/

Responsibilities

The Customer Success Manager will act as a trusted advisor to key customer stakeholders, owning the entire customer relationship including renewals, account growth, and product adoption to ensure success metrics are met. This role involves leading account reviews, managing commercial negotiations, and serving as the primary customer advocate while collaborating with internal teams to achieve retention and upsell quotas.