Customer Success Supervisor

Job Title: Customer Success Supervisor

Work Location:
Tordesillas, Makati City, Metro Manila

Hours and Travel Percentage:

• 9:00 AM - 6:00 PM Eastern Time (subject to U.S. daylight savings changes)
• Mondays and Fridays are work from home
• Tuesdays, Wednesdays, and Thursdays are onsite in Tordesillas, Makati City
  
  

Job Purpose

This role is responsible for maintaining, educating, and growing existing customers through proactive internal and external research. The position focuses on reducing churn, strengthening customer relationships, and generating awareness of updated branding and expanded solution offerings.

The goal is to gain an understanding of each client's business and the services currently provided through internal research, identify and connect with key stakeholders via phone (preferred) or email, and book discovery appointments to discuss newer technologies and additional offerings.

This role should dedicate approximately 75% of efforts to client interactions and 25% to building and refining team strategy based on client feedback and internal collaboration.

Key Deliverables and Results

1. Revenue Retention
   • Reduce churn and protect existing revenue as the primary objective.
2. Client Enablement
   • Serve as a consistent point of contact for existing clients.
   • Ensure clients are aware of and able to use available portals and tools.
3. Pipeline Management
   • Maintain accurate client profiles in the CRM system.
   • Document all client interactions and outreach attempts.
   • Keep client account data standardized, current, and complete.
   • Track and manage all deals as they progress.
4. Growth Initiatives
   • Drive new sales, renewals, and cross-selling of additional services.
   • Ensure clients are aware of new technology offerings relevant to their current services.
   • Proactively secure renewals to maintain existing revenue.
   • Communicate availability of internet and related services by location and provider.
     
     

Responsibilities

1. Team leadership and internal liaison support
2. Client outreach and relationship building
3. Account support and ongoing management
4. CRM management and data accuracy
5. Cross-functional collaboration
6. Performance reporting
   • Regular reporting on key performance indicators and progress toward goals
     
     

Key Skills and Competencies

Soft Skills

1. Strong communication skills
   • Clear and persuasive verbal and written communication
2. Interpersonal and relationship-building skills
3. Problem-solving abilities
4. Creativity and strategic thinking
5. Strong time management and prioritization
   
   

Hard Skills

1. CRM Proficiency
   • Experience with CRM platforms such as Salesforce, HubSpot, or Zoho
   • Accurate management of customer data
   • Ability to generate reports and track metrics
2. Data Analysis
   • Ability to analyze data to identify trends and growth opportunities
   • Combine multiple data sources to produce account audits and cleanup reports
3. Technical Tools
   • Experience with Microsoft productivity and collaboration tools (Excel, PowerPoint, Teams, SharePoint)
     
     

Learned Abilities

1. Understanding of products and services offered
2. Effective client interaction and engagement strategies
   
   

Qualifications

• Minimum of 3 years of experience in international customer service
• Associate's or Bachelor's degree, or equivalent professional experience
• At least 1 year of experience leading a team, including tracking and measuring performance
• Telecommunications industry experience preferred
• Proven ability to build, improve, and continuously refine internal processes to increase team efficiency and success
  

Equal Opportunity Notice

Highspring LLC (d/b/a Vaco by Highspring) and its parents, affiliates, and subsidiaries (we, our, or Vaco by Highspring) are committed to the full inclusion of all qualified individuals and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by applicable law. The company is also committed to ensuring that persons who need them are provided with reasonable accommodations; if an accommodation is needed to participate in the job application or interview process, please contact [Confidential Information] .

Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal.

Representation Notice

By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. Additionally, you agree to be included in our talent pool for future hiring for similarly qualified positions. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. Lastly, you agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.

For residents of Ontario, Canada only: to the extent the position for employment is not with Highspring or not otherwise noted as vacant above, candidate should be informed that this role is to replace a presently employed person at Vaco by Highspring's client.

Privacy Notice

Vaco by Highspring respects your privacy and are committed to providing transparent notice of our policies.

• California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here.


• Virginia residents may access our state specific policies here.


• Residents of all other states may access our policies here.


• Canadian residents may access our policies in English here and in French here.


• Residents of countries governed by GDPR and UK GDPR may access our policies here.

Additionally, submissions to this position are subject to the use of AI to perform preliminary candidate screenings, focused on ensuring minimum job requirements noted in the position are satisfied. More details about Vaco by Highspring's use of AI can be found here (https://www.highspring.com/ai-use-notices/). Further assessment of candidates beyond this initial phase will be conducted by recruiters and hiring managers. Vaco by Highspring does not know and cannot opine on if its client's use of AI products in hiring.

Pay Transparency Notice

Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:

· the individual's skill sets, experience and training;

· licensure and certification requirements;

· office location and other geographic considerations; and

· other business and organizational needs.

With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses and/or participation in medical, dental, and vision benefits as well as the company's retirement plan (or similar retirement benefits).