Customer Success Supervisor leading the Customer Success team at BCM One in Makati City. Focused on customer retention, relationship management, and coaching Account Executives.
About the role
- Customer Success Manager at Conterra ensuring top strategic customers receive a white glove experience. Building relationships and engaging proactively to meet customer needs and challenges.
Responsibilities
- Act as the primary point of contact for Conterra’s top accounts guiding them through the customer journey.
- Attend customer kickoff calls, activation calls, and post implementation hand off meetings to act as a liaison for the customer and ensure we are staying on target for solution design and timelines.
- Review billing accuracy and conduct first bill review with the customer and assist in bill dispute resolution.
- Provide escalations and ensure prioritization of trouble ticket resolution.
- Conduct monthly/quarterly business reviews alongside Strategic Account Executive to include: Trouble ticket history, Order status, Utilization reports, New product initiatives, Technical Design review.
- Process moves, adds or changes as requested by the customer or Strategic Account Executive.
- Provide input (e.g., Trouble Tickets, Service Orders) for Executive Briefing for Account Team use as requested by executives/VP+.
Requirements
- 5+ years of experience working in a CSM, sales support or retention role preferably in the telecommunications industry.
- High School diploma with a preference for an advanced degree (BA or Associates)
- Ability to work in a fast-paced sales environment, supporting the largest accounts with high demands and expectations.
- Excellent communication and organization skills.
Benefits
- Premium health benefits (medical, dental, vision, flex spending, etc.)
- Flexible and generous PTO schedule + paid holiday schedule
- 401K program
Job title
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Not specified
Degree requirement
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