Customer Success Manager - [Makati, Philippines]

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Cabuyao, Laguna
Permanent
Full-time

1 month ago

What you'll focus on1. Client Support & Escalation Management

Serve as the primary POC for client inquiries, support requests, and escalations.
Manage and resolve support tickets efficiently, ensuring a 90% One-Touch Resolution Rate.
Identify root causes of issues and work cross-functionally with warehouse, fulfilment, and operations teams to prevent recurrence.
Handle critical escalations that could impact fulfilment, brand reputation, or financials.

2. Account Success Management

Build strong merchant relationships and serve as their trusted advisor.
Monitor fulfilment SLAs (e.g., on-time dispatch, and order cancellations) and work proactively to address service gaps.
Ensure all operations and billing comply with contract terms and SOPs.
Conduct Monthly & Quarterly Business Reviews (MBRs & QBRs) to analyze sales trends, fulfilment performance, shipping efficiency, and financials.
Identify upselling and cross-selling opportunities, driving revenue growth through new services, channels, and markets.

3. Contract & Billing Management

Ensure all services align with contract agreements, rate cards, and SLAs.
Validate invoices, track payments, and follow up on overdue collections.
Update shipping rates to reflect carrier price changes and ensure billing accuracy.
Identify opportunities for contract renewals and service expansions.
Manage re-contracting and proactively engage merchants before contract expiry.

What you bring

4+ years of experience in Customer Success, Account Management, or Operations (preferably in e-commerce, logistics, or fulfilment)
Strong problem-solving skills with a proactive and solutions-oriented mindset
Ability to manage escalations effectively and provide root cause analysis
Excellent communication and relationship-building skills
Experience with contract management, SLAs, and billing reconciliation
Proficiency in Excel, CRM tools, and ticketing systems

What you'll getYou'll become part of a diverse team that's globally distributed. We are a business that's been built in the post-pandemic era, with each employee being given the flexibility to create and build in their space.We are meritocratic and believe in the potential of our employees, we look to go further each time and develop as a team.In addition to an exceptional culture, fostered by 3 great founders you'll also get the following;

Annual Bonus
25 days leave.
Health Insurance.
Macbook.
Annual L&D support

Please limit to one applicationWe believe diversity and representation are key to creating not only a great product but also an amazing customer and employee experience. Fostering this starts with hiring -- therefore we do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or any other aspect that makes you, you.

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