Customer Success Manager (Remote)

Job Description: 

Prime System Solutions is a leading provider of IT services, specializing in delivering top talent and innovative solutions to its global clientage. It is seeking an experienced and proactive Customer Success Manager to oversee and assist in the entire customer journey and services delivery for clients.

Client Relationship Management:

• Build and maintain trusted, long-term relationships with clients by understanding their goals, challenges, and evolving needs.
• Act as the primary liaison for client communication, addressing inquiries, concerns, and escalations with professionalism.
• Conduct regular client check-ins, business reviews, and feedback sessions to ensure satisfaction and identify opportunities for growth.
• Capture client insights and feedback to drive internal improvements in services, processes, and offerings.
• Collaborate with leadership to align client goals with company strategy and ensure key account health. 

Services Delivery Oversight:

• Lead and manage delivery teams to ensure timely, high-quality service execution aligned with client expectations and internal standards.
• Monitor KPIs, milestones, and service-level agreements (SLAs) across projects and clients.
• Assign and balance workloads, track team performance, and ensure alignment between resource capabilities and project requirements.
• Conduct regular team meetings and one-on-ones to support professional development, address challenges, and ensure engagement.
• Perform quality reviews of team outputs, provide constructive feedback, and drive a culture of accountability.

Qualifications & Skills:

• Strong English communication skills both verbal and written.
• Ability to work effectively in US Eastern Standard Time (EST) hours.
• Bachelors degree in Business, Computer Science, IT, or a related field.
• 5-8 years of experience in client relationship management and/or service delivery, preferably in IT, MSP, or Call Center environments.
• Proven ability to manage multiple client accounts and internal team concurrently.
• Experience leading cross-functional teams with a focus on performance, quality, and continuous improvement.

Why You'll Love Working with Us:

• 100% Remote Work Enjoy the flexibility of working from anywhere!
• Company-Provided Equipment We've got you covered with all the tools you need.
• Paid Leave Take time off to recharge, starting upon regularization.
• HMO Benefits Comprehensive healthcare coverage as soon as you're regularized.
• Government-Mandated Benefits All statutory benefits such as SSS, PhilHealth, and Pag-IBIG are provided.
• Fun & Collaborative Culture Be part of a dynamic team that values creativity, innovation, and teamwork.