Client Success Manager, Cybersecurity - Makati City

Responsibilities:

• Serves as the primary point of contact for all customer requests, needs, correspondence, escalations, etc.
• Primary advocate within internal stakeholder groups to drive tangible outcomes
• Responsible for managing customer communications internally with respective Teams
• Responsible for the coordination of all customer interactions, (regular cadence, working sessions, escalation calls, etc.) both with the customer and internal Teams
• Oversees the transition from deployment to Steady State and establishes cadence/operating rhythm for new customers
• Drives customer adoption/engagement of current and additional services provided from company
• Aids in driving retention conversations to ensure customers are on target for contract renewals
• Aids in discussions related to potential customer churn (Playbooks, Churn War Room, etc.)
• Works closely with Sales Counterpart to position, educate, and drive potential growth opportunities for additional Service offerings
• Works directly with Executive Leadership Team to strategically align and coordinate support for Company's largest accounts
• Creates, organizes, and shepherds customer value discussions with the customer quarterly
• Able to communicate product/service landscape and can effectively move from one team to another to obtain answers and resolve issues
• Able to articulate offerings, benefits, SOPs and deliverables without hesitation
• Advanced understanding of assigned Specific Product sets

Qualifications:

• 4+ years of client services, IT and cyber security background
• Background working with customers on the technology stack and/or the tools directly for Microsoft, Crowdstrike, and Splunk; ability to self-teach and pick up technical foundations quickly
• Must be fluent in both English and Tagalog
• Extensive experience managing large, complex accounts with multiple LOBs and stakeholders
• Able to operate independently with minimal support from leadership
• Able to identify the buying landscape within customer environments and maintain relationships with critical decision makers
• Superior organizational skills and ability to adapt to quickly evolving environments
• Excellent written and verbal communication skills; strong speaking capabilities with both virtual and in-person presentations
• Promotes team culture by independently demonstrating abilities that solve organizational problems and drive efficiencies within CS
• Able to define, create, execute service improvement plans
• Ability to provide advanced feedback and technical requirements for process maturity
• Can create, adhere to, and help influence standard organizational systems
• Can organize and conduct speaking engagements to internal groups with minimal oversite from leadership