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Customer Success Manager

External
hellofresh logoHellofresh · Manila, Philippines
Full-timeOn-site4w ago
ExcelStakeholder Management
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About the role

At HelloConnect, you will be part of a dynamic team in Inoza tower, BGC that embraces innovation and leverages advanced technology to create exceptional experiences. Our culture is built on collaboration, continuous learning, and a commitment to excellence. You'll have the opportunity to work on impactful projects, develop your skills, and grow within a supportive environment that values diverse perspectives and experiences. In this role, you will take on a key responsibility in driving client success by managing stakeholder relationships, ensuring operational excellence across customer service and GBS campaigns, and overseeing KPI performance, service delivery, and continuous process improvements-contributing to our ongoing efforts to drive business success and enhance customer satisfaction. We're looking for passionate individuals who can bring their unique skills and ideas to the table. Even if you don't meet every requirement but believe you'd excel in this role, we'd love to hear from you!

Responsibilities

  • Lead and manage client partnerships, ensuring alignment on business goals, service expectations, and overall success
  • Oversee end-to-end operations across customer service and GBS campaigns, driving consistent performance and service excellence
  • Take ownership of KPIs and service delivery, ensuring teams meet and exceed performance targets
  • Provide strategic direction through regular business reviews, insights, and continuous improvement initiatives
  • Drive seamless onboarding and transition of new clients or campaigns, ensuring operational readiness and stability
  • Collaborate cross-functionally to ensure alignment between client expectations and internal execution
  • Identify opportunities to optimize processes, improve efficiency, and enhance customer experience
  • Act as a key escalation point, ensuring issues are resolved effectively while maintaining strong client relationships

Requirements

  • 3-5+ years experience in Customer Success, Account Management, or Operations roles
  • Strong background in Customer Service (CS) operations and/or BPO environments
  • Exposure to or experience in GBS / Shared Services / multi-process operations
  • Proven track record managing client relationships and operational KPIs
  • Core Skills
  • Strong understanding of end-to-end customer service and/or back-office operations
  • Experience managing SLA/KPI-driven environments
  • Strong stakeholder management (internal + external)
  • Analytical mindset with ability to interpret operational data and trends
  • Strong communication and presentation skills
  • Ability to manage multiple campaigns in a fast-paced environment

Benefits

Competitive Compensation : Beyond the standard package, we offer perks like Long Service Benefits (anniversary bonus) to recognize and celebrate your dedicationWellness & Perks : We prioritize your well-being by offering mental health support, HMO medical coverage, generous leave benefits plus life insurance for both you and your family's peace of mindGrowth Opportunities : Invest in your personal development with an annual learning & development budget, plus access to the 360 Learning platformDynamic Environment : Join a rapidly growing global Business Process Outsourcing company, where you'll collaborate with a diverse community spanning across multiple continents and culturesWork-Life Balance : Enjoy a healthy balance between your professional and personal life, with a supportive environment that prioritizes your well-being and personal timeLocation:BGC (7th Floor, Inoza Tower, 40th Street, BGC, Taguig City)Are you up for the challenge?The first step to your new role starts here. Send in your application, along with your salary expectations and preferred start date. Our dedicated team will thoroughly review your details. We are excited to connect with you soon!#helloconnect#LI-HybridHealth insurancePerformance bonus

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