Deskripsi Pekerjaan
Join KMC Solutions as a Customer Success Specialist!
Are you a customer-centric professional passionate about driving product adoption and ensuring client success in the fast-paced world of SaaS? KMC Solutions is seeking a dedicated Customer Success Specialist (SaaS / SMB Accounts) to join our growing team in Makati City. In this pivotal role, you will be the primary advocate for our portfolio of small and medium business clients, helping them maximize the value of our software solutions.
You will focus on strategic retention, proactive engagement, and fostering long-term relationships that drive measurable outcomes. As a key member of our Customer Success team, you will work closely with Sales, Product, and Support to ensure our clients achieve their desired business outcomes.
As part of KMC Solutions, you'll enjoy a dynamic work environment, competitive compensation, opportunities for professional growth, and the chance to make a significant impact on our clients' success journeys. If you are ready to take your career to the next level and thrive in a collaborative, results-driven atmosphere, we want to hear from you!
Tanggung Jawab
- Drive customer retention and reduce churn by proactively engaging with an assigned portfolio of SMB accounts.
- Onboard new clients, ensuring a seamless transition and deep understanding of product value from day one.
- Conduct regular business reviews to track client health, adoption metrics, and uncover expansion opportunities.
- Act as the voice of the customer, providing feedback to Product and Engineering teams to drive continuous product improvements.
- Develop and execute comprehensive success plans tailored to individual client goals and industry best practices.
- Identify at-risk accounts and implement intervention strategies to restore customer satisfaction and mitigate churn.
- Collaborate with the Sales team on renewals and upsell opportunities, contributing to overall revenue growth.
Kualifikasi
- 2+ years of experience in Customer Success, Account Management, or Client Services, ideally within the SaaS industry.
- Proven track record of managing SMB accounts and achieving retention and expansion targets.
- Exceptional communication, presentation, and interpersonal skills, with the ability to build rapport quickly.
- Strong analytical skills with the ability to interpret customer data and translate it into actionable insights.
- Highly organized and capable of managing multiple priorities in a fast-paced, dynamic environment.
- Familiarity with CRM tools (e.g., Salesforce, HubSpot) and customer success platforms is a distinct advantage.
- A bachelor's degree in Business, Marketing, Communications, or a related field is preferred but not required for candidates with relevant experience.