Director Of Customer Support & Success

Your Role:

Position Overview: We are seeking a talented and experienced Director of Support and Customer Success to lead our customer-facing operations in Manila. The ideal candidate will be passionate about delivering world-class support and ensuring the success and satisfaction of our customers. They will play a critical role in leading high-performing support and customer success teams across multiple shifts, while driving continuous improvement initiatives to enhance the overall customer experience. They will also form part of the Manila Site Leadership team.

Your Impact:

• Leadership and Team Management:
  
  • Motivate, lead, and mentor teams of support and customer success professionals.
  • Foster a culture of excellence, collaboration, and continuous learning within the team.
  • Set clear goals and objectives for the teams and provide regular feedback.
  • Work with line managers of the teams to ensure consistency of performance.
  • Contribute to the success of the Manila site.
• Customer Support Strategy:
  
  • Deliver on the comprehensive customer support strategy aligned with business objectives.
  • Improve support processes and procedures to ensure timely and effective resolution of customer issues.
  • Monitor key support metrics and KPIs to measure performance and identify areas for improvement.
• 3. Customer Success Initiatives:
  
  • Partner with multiple internal teams to onboard new customers and ensure successful adoption of our software products.
  • Proactively engage with customers to understand their needs, challenges, and goals, and provide tailored solutions and recommendations.
  • Execute on the customer success programs, to deliver positive Net Retention Rates.
  • Proactively identify opportunities for upselling and cross-selling additional products or services to existing customers.
  • Inspire the various Customer Success teams to deliver great results.
• 4. Customer Advocacy:
  
  • Serve as the voice of the customer within the organization, advocating for their needs and priorities.
  • Gather customer feedback and insights to inform product development and enhancement efforts.
  • Work closely with cross-functional teams to address customer concerns and drive product improvements.
• 5. Relationship Management:
  
  • Cultivate strong relationships with key stakeholders, including executives, decision-makers, and influencers.
  • Act as a trusted advisor to customers, offering strategic guidance and support to help them achieve their business objectives.

Your Experience:

• Bachelor's degree in business, computer science, or a related field; MBA or equivalent experience preferred.
• Proven track record of success in a customer-facing leadership role, preferably in the software industry.
• Strong leadership and team-building skills, with the ability to inspire and motivate others.
• Excellent communication and interpersonal skills, with the ability to effectively engage with customers and internal stakeholders at all levels.
• Deep understanding of customer support best practices and methodologies, including experience with CRM systems, such as Salesforce or Gainsight.
• Strategic thinker with a customer-centric mindset and a passion for driving customer success.
• Analytical mindset with the ability to leverage data and metrics to drive decision-making and continuous improvement.

Benefits:

• Competitive salary and performance-based incentives.
• Comprehensive health benefits package.
• Opportunities for professional development and career advancement.
• Dynamic and collaborative company culture with a focus on innovation and excellence.