Customer Success Manager

  • medical insurance, 13th month pay, etc...
  • Philippines Taguig City
  • Contract
  • Alternative & Renewable Energy
  • Power Generation, T&D
  • T&D
  • Solar
Job Type: Fixed Term Contract 

Scope of responsibility:

  • Reporting to the Regional Customer Success Manager, the role is to be the single point of contact for existing solar B2B customers.
  • The Customer Success Manager will build a long-term relationship with customers by proactively providing all the necessary support throughout the post-sale journey.
  • He/she will be responsible for the launch of the customer success function in the country and its management locally.

  • Responsible for Customer Success locally by acting as the key interface to customers for:
  • Invoicing & billing: provide first point of contact for query resolution with respect to invoices & billing; follow up on customer statement of accounts and overdues in coordination with Finance / Accounts Receivable Manager
  • Commercial: identify opportunities to upsell existing customers and pass leads to relevant sales staff
  • Technical: provide 1st point of contact for in-bound queries from customers experiencing technical difficulties and notify customers of upcoming planned maintenance 
  • HSE: ensure the highest level of HSE standards through communications and awareness sessions
  • Record, gather information and analyze customer feedback or complaints in order to provide actionable “Voice of the Customer” data to relevant internal teams
  • Interface closely with finance, operations, O&M, and sales organizations to ensure smooth internal communication and processes
  • Participate in the maintenance of customer accounts in CRM (Salesforce) and other relevant tools
  • Assist in the processes streamlining through digitalization
  • Build and manage a team of Customer Success Executives on mid to long term
  • Ensure customers’ satisfaction through smooth project execution and invoicing process
  • Ensure a smooth internal information flow post-sales
  • Follow up with customers regularly and on a pro-active manner
Minimum Qualifications
  • Degree in business, marketing or related disciplines
  • 10-year experience in managing B2B customers
  • Skilled at building positive relationships with customers, especially at the Executive level
  • Team management experience
  • Fluency in English and Tagalog
  • Excellent verbal and written communication skills
  • Proactive, problem solver, empathetic, team player

With over 90 years' combined experience, NES Fircroft (NES) is proud to be the world's leading engineering staffing provider spanning the Oil & Gas, Power & Renewables, Chemicals, Construction & Infrastructure, Life Sciences, Mining and Manufacturing sectors worldwide. With more than 80 offices in 45 countries, we are able to provide our clients with the engineering and technical expertise they need, wherever and whenever it is needed. We offer contractors far more than a traditional recruitment service, supporting with everything from securing visas and work permits, to providing market-leading benefits packages and accommodation, ensuring they are safely and compliantly able to support our clients.

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