Customer Success Specialist

Discover your 100% YOU with MicroSourcing!

Position: Customer Success Specialist

Work setup: Onsite | Shifting

Location: Ortigas, Pasig City

Why join MicroSourcing

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
  
  

Key Responsibilities

Responsible for the monthly engagement review process, highlighting to Support Manager / Operations Managers customers that are disengaged and the various statuses of IMDEX tools on hire; providing further customer onboarding sessions as needed.

CUSTOMER ONBOARDING/ENGAGEMENT REVIEW

• Constantly track and report on key performance indicators (KPIs) related to customer success, such as product adoption, customer satisfaction, and retention rates.
• Review usage metrics for software platforms, reach out to clients where usage is low to seek feedback on the platform and opportunities to re-engage.
• Onboard clients onto our IMDEX SaaS platforms properly, working with Rock Knowledge TSRs on geotechnical inputs as required.
• Integrate and educate customers on product functionality, refer them to relevant documentation and support portals, and assist in creating and maintaining help documentation.
• Elevate IMDEX software utilisation and perform regular client catch-up sessions.
• Design and provide client onboarding sessions.
• Ensure clients:
• o Are quickly integrated into the system and taught how to use the software to their satisfaction.
• o View IMDEX software as valuable and useful, responding to platform issues quickly and efficiently.
• o Are aware of all relevant IMDEX software platforms and their potential value.
• Target and maintain IMDEHUB-IQ adoption at above 80%.
• Key performance indicators (KPIs) such as customer satisfaction and adoption rates are consistently monitored and reported, leading to data-driven decisions that enhance customer success.
• Customers view IMDEX software as value-adding and usable, with issues resolved quickly and efficiently.
• Customers are aware of all IMDEX software platforms relevant to their operations and understand how each platform might provide value.
• Customers are effectively onboarded onto IMDEX SaaS platforms, with necessary geotechnical inputs provided, ensuring a smooth and comprehensive integration process.
• New clients getting onto new software are brought into the system quickly and effectively. They are taught how to use the software to their satisfaction, leading to higher adoption rates.
• Customers are well-informed about product functionality, have access to relevant documentation, and benefit from up-to-date help resources, leading to better product utilisation and satisfaction.
• Higher customer retention: Through effective onboarding, regular check-ins, and promptly addressing issues, reducing churn and customers are retained.
• Proactive monitor/resolution: Regular monitoring of customer health and proactive engagement helps identify and resolve issues before they escalate.
• Disengaged customers are identified and highlighted, with appropriate actions taken to re-engage them, including additional onboarding sessions.
  
  

VALUE SELLING

• Articulate the value of bundling IMDEX solution sets to clients to demonstrate value in use.
• Look for opportunities to upsell and cross-sell other IMDEX products through customer communications, transforming support discussions into sales leads and passing them to the relevant sales team.
• Facilitate cross-functional activities to ensure clients have a positive experience with IMDEX and seamless interactions.
• Assess customer needs for products and/or services.
• Provide sales teams with potential sales leads.
• Revenue growth: By identifying upsell and cross-sell opportunities, contribute to increased revenue from existing customers.
  
  

CUSTOMER ADVOCACY/LIAISON

• Advocate for IMDEX customers, representing their needs and concerns to other teams such as Product, Development, Sales, and Support.
• Build and maintain strong relationships with customers by understanding their goals, challenges, and requirements.
• Provide feedback to product design teams so that products can be tailored to customer needs.
• Regularly check in with customers to ensure their ongoing satisfaction and success, and to identify any potential issues before they escalate.
• Formulate solutions based on customers pain points and understand their total business experience.
• Customer needs and concerns are effectively communicated and addressed by Product, Development, Sales, and Support teams, leading to improved customer satisfaction and product enhancements.
• Strong, trust-based relationships with customers are established and maintained, resulting in increased customer loyalty and retention.
• Enhanced customer relationships: Building strong, trust-based relationships with customers leads to increased loyalty and advocacy.
• Valuable customer insights: Gathering and analysing customer feedback provides valuable insights that can inform product development and improve the overall customer experience.
  
  

TECHNICAL SUPPORT

• Act as the first point of contact for complex client queries and issues, working with the IMDEX development teams to ensure appropriate responses within the stipulated IMDEX OLA.
• Triage advanced issues and ensure the client knows the solution and timeline for their issue.
• Coordinate with other Product Resolvers such as TSR or Product Owners to resolve issues promptly.
• Communicate product launches.
• Ensure client queries and complaints are dealt with in a timely manner.
• Use knowledge articles and expertise to assist clients in using IMDEX product solutions effectively.
• Utilize the support toolset (ServiceNow) to record all client interactions.
• Assist with customer support from time to time.
• Enquiries and complaints are dealt with in a timely manner and within the IMDEX OLA.
• Increased customer satisfaction: By providing excellent support and proactive engagement, customers are happy and satisfied with IMDEX products or services.
• Present complex product and service solutions to customers with a clear rationale.
• All support records are logged in the support toolset, allowing data to be used for analysis and better decision-making.
  
  

Process Improvement/Qshe Responsibilities

• Work with the Customer Support Manager/Product Owners to identify and implement improvements in customer success processes.
• Comply with relevant legislative requirements and IMDEX QHSE management system policies and procedures.
• Reduced recurrence of issues, improved system stability, and enhanced collaboration between teams.
• Conforms to IMDEX mandated safety systems / policies, putting the safety of themselves and other in the forefront of each workday.
• When necessary to undertake other duties as directed by your manager from time to time.
  
  

LEADERSHIP AND PEOPLE

• Regularly challenges peers or superiors when the situation arises. Discusses the consequences of unacceptable behaviour and offers alternative solutions.
• Delivers on promises. Takes accountability when things go wrong and looks for ways to improve.
• Calls out poor behaviour when they see it at all levels of the organisation in a respectful and constructive way.
• Builds partnerships and works collaboratively with others to meet shared objectives.
• Listens actively and demonstrates the ability to separate the person from the problem, so bringing objectivity to the situation.
• Seeks and provides regular feedback to learn and grow.
• Speak Up with confidence and respect displaying courage to deal with difficult situations, issues or behaviours.
• Although opinions may differ, offers the opportunity for open dialogue.
• Holds self and others accountable to meet commitments and deliver results even under tough circumstances.
• Proactively identifies potential setbacks and obstacles and works through them effectively to achieve the desired result on time.
• Treats every work colleague, customer, and supplier with respect.
• Proactively seeks out opportunities for collaboration within and across teams to achieve shared outcomes.
• Engaged in decision making - makes good and timely decisions that keep IMDEX moving forward at pace. Invests time getting to know all staff that impact their decisions.
  
  

HEALTH, SAFETY AND ENVIRONMENT

• Take reasonable care of self and others in the workplace and comply with the relevant legislative requirements and Imdex QHSE management system policies and procedures;
• Wear, use and maintain the provided personal protective equipment and report any unsafe practices or conditions which come to your attention; and
• Take reasonable care to ensure own acts or omissions do not adversely affect the health and safety of other persons.
• Report Hazards and incidents in line with company policies.
• Actively participate in Safety meetings.
• Raise Quality Alerts in line with company policies.
  
  

RISK AND COMPLIANCE

• Contributes to the identification of risks and compliance requirements relevant to own scope of work.
• Applies risk management and regulatory compliance processes to own scope of work.
• Leads by example to promote positive risk and compliance behaviours within own scope of work.
• Complies with IMDEX risk and compliance policies, local laws and other relevant standards within own scope of work.
• Reports potential non-compliance or misconduct through appropriate channels.
• Challenges behaviours that do not align with the IMDEX Code of Conduct.
  
  

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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

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