The Customer Success Manager’s primary duty is to ensure the needs of the client are understood and satisfied by working closely with the Executive Assistant. The Customer Success Manager is responsible for maintaining work quality, initiating continuous improvements, and promoting the values of MySigrid.
Duties and Responsibilities
The Customer Success Manager is expected to perform the following:
- Build strong business relationships with their respective accounts by making sure that their needs and expectations are fulfilled
- Manage client complaints and resolve issues effectively and in a timely manner
- Manage client’s usage through proper planning and setting client’s expectations. Consequently, increase usage of under-utilized accounts by working closely with the Executive Assistants.
- Be a promoter of MySigrid’s values and help maintain a positive working environment for all staff
- Perform daily overall health checks of each account’s mailboxes
- Provide immediate support to all staff relevant to his/her clients, including but not limited to processes and SOPs
- Assist and monitor staff with the day-to-day management of work, primarily focused on inbox clean-up, task scheduling, and time management
- Assist and monitor staff in case of mistakes and learning opportunities and ensure immediate reporting of such cases
- Provide coaching and training to staff as required
- Ensure the quality of work of all staff including specialists by doing weekly quality audits in compliance with our SOPs
- Ensure that the client’s preferences and information are captured and stored securely in compliance with our SOPs
- Identify process and knowledge gaps and provide probable solutions, whether short-term or long-term
- Initial check of requested leave dates, making sure that there is no shortage of resources on any given day, and endorse them to the manager for final approval
- Assist management in roll-out any new processes, policies, or projects
- Any other responsibility that may be temporarily assigned by the manager to promote growth and continuous improvement
Requirements
- Highly organized
- Strong drive to succeed
- Excellent communication and interpersonal skills
- Demonstrate leadership qualities
- High computer literacy and ability to learn new software
- Knowledge of customer success processes
- Patient and an active listener
Qualification
- At least 1 year in the Customer Service/Success supervisory/team lead role
Benefits
At Sigrid, we aim to ensure the professional and personal growth of all our employees:
- Competitive salary package.
- Vacation leave and Sick leave credits.
- HMO Package for the employee and two codependents.
- Reimbursable internet charges.
- Comprehensive training and continuous learning advantages.
- Opportunity to contribute to new technology and help develop a high-end system that assists humans by optimizing their work processes.
- High importance to work-life balance with the opportunity to work from home part of the week.
- Opportunity to venture into other areas of the business as you continue to contribute to the growth of the company.
- Be part of a dynamic team of specialists who openly and willingly share their knowledge with their colleagues.
- Work in a corporate culture that encourages collaboration, with an emphasis on our core values: Integrity, Passion, Teamwork & Respect, Pro-activeness, Accountability, and Determination.
Co-Working days
MySigrid has co-working offices in Ortigas, BGC and Makati where the whole team meets twice a month at a minimum.