• Serves as the primary point of contact for all customer requests, needs, correspondence, escalations, etc.
• Primary advocate within the Company's stakeholder groups to drive tangible outcomes
• Responsible for managing customer communications internally with respective Company Teams
• Responsible for the coordination of all customer interactions, (regular cadence, working sessions, escalation calls, etc.) both with the customer and internal Company Teams
• Oversees the transition from deployment to Steady State and establishes cadence/operating rhythm for new customers
• Drives customer adoption/engagement of current and additional services provided from the Company
• Aids in driving retention conversations to ensure customers are on target for contract renewals
• Aids in discussions related to potential customer churn (Playbooks, Churn War Room, etc.)
• Works closely with Sales Counterpart to position, educate, and drive potential growth opportunities for additional Company Service offerings
• Works directly with the Company's Executive Leadership Team to strategically align and coordinate support for the Company's largest accounts
• Creates, organizes, and shepherds customer value discussions with the customer quarterly
• Able to communicate the Company's product/service landscape and can effectively move from one team to another to obtain answers and resolve issues
• Able to articulate the Company offerings, benefits, SOPs and deliverables without hesitation
• Advanced understanding of assigned Company Specific Product sets
  
  

• Ideally must have at least 7 years of client services, IT and cyber security background
• Background working with customers on the technology stack and/or the tools directly for Microsoft, Crowdstrike, and Splunk; ability to self-teach and pick up technical foundations quickly
• Must be fluent in both English and Tagalog
• Extensive experience managing large, complex accounts with multiple LOB’s and stakeholders
• Able to operate independently with minimal support from leadership
• Able to identify the buying landscape within customer environments and maintain relationships with critical
• Superior organizational skills and ability to adapt to quickly evolving environments
• Excellent written and verbal communication skills; strong speaking capabilities with both virtual and in-person presentations
• Promotes team culture by independently demonstrating abilities that solve organizational problems and drive efficiencies within CS
• Able to define, create, execute service improvement plans
• Ability to provide advanced feedback and technical requirements for process maturity
• Can create, adhere to, and help influence standard organizational systems
• Can organize and conduct speaking engagements to internal BV groups with minimal oversight from leadership
  
  

• We kindly request your patience as we receive a significant number of applications. Rest assured that our team will update your application's status soon. In the meantime, we encourage you to follow our LinkedIn page to stay informed about future opportunities and company updates.

Please refer to job description.