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 ensuring that client needs and expectations are consistently met and exceeded.
• Manage client complaints and resolve issues effectively and in a timely manner, turning challenges into opportunities for long-term partnerships.
• Manage client usage through proper planning and setting realistic expectations. This includes increasing usage of under-utilized accounts by working closely with the Executive Assistants.
• Leverage sales experience to identify and capitalize on opportunities for growth within existing accounts, ensuring client satisfaction and increased revenue.
• Conduct sales calls to potential clients, effectively presenting MySigrid’s offerings and converting leads into business opportunities.
• Promote MySigrid’s values and help maintain a positive working environment for all staff.
• Perform daily health checks on each account’s mailboxes to ensure smooth operations.
• Provide immediate support to all staff relevant to his/her clients, including guidance on processes, SOPs, and daily operations.
• Assist and monitor staff in the day-to-day management of work, primarily focused on inbox clean-up, task scheduling, and time management.
• Assist and monitor staff in cases of mistakes and learning opportunities, ensuring that incidents are promptly reported and resolved.
• Provide coaching and training to staff as needed to promote continuous improvement and professional development.
• Ensure the quality of work for all staff, including specialists, by performing weekly quality audits in compliance with our SOPs.
• Ensure that client preferences and information are captured and stored securely, in line with our SOPs and data protection policies.
• Identify process and knowledge gaps and offer both short-term and long-term solutions to address these gaps.
• Conduct initial checks of requested leave dates, ensuring that there are no resource shortages on any given day, and forward them to the manager for final approval.
• Assist management in the roll-out of new processes, policies, or projects as required.
• Take on additional responsibilities assigned by the manager to promote growth and foster continuous improvement within the team.

Requirements

- At least 2 years of experience in Customer Service/Success supervisory/team lead role

- Proven experience in sales is required

- Excellent English communication skills

- High computer literacy and ability to learn new software

- Knowledge in customer success processes

Benefits

At MySigrid, we invest in the people who power our growth.

We believe that when our team thrives, everything else follows — so we've built an environment where your career and your life outside of work are equally valued.

What we offer:

• A collaborative and supportive work environment that values creativity and initiative.
• A fast-paced, high-energy atmosphere where your expertise will directly contribute to business growth.
• Competitive salary package.
• Paid Time-Offs.
• HMO Package for the employee and two legal dependents.
• 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 company's growth.
• 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, emphasizing our core values: Integrity, Passion, Teamwork & Respect, Pro-activeness, Accountability, and Determination.

Co-Working days

MySigrid has a co-working office in Ortigas where the whole team meets once a month at a minimum.