Customer Success Consultant | Onsite | Day Shift | Day 1 HMO

Lead Customer Success in a Fast-Moving Auto Tech World

In the fast-paced automotive tech industry, this role gives you the freedom to shift gears after work and focus on what drives you outside the office. It's time to steer your future forward.

Job Description

As a Customer Success Consultant, you'll lead the customer onboarding journey and ensure a seamless experience post-sale. You'll nurture long-term relationships, provide fast and accurate support, and drive customer satisfaction by owning onboarding, offboarding, and support metrics.

Job Overview

Work setup: Onsite, Makati

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Prime office location in Makati (Easy access to MRT stations, restaurants, and banks)
• Day shift schedule
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit https://bit.ly/EmaptaTrainingCalendar)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

• 4-5 years of experience in a similar role in a medium to large organization or equivalent experience in a related industry
• Experience in the automotive industry - highly preferable
• Experience with SaaS products or onboarding services
• Exemplary written and verbal communication skills
• IT-related degree - highly preferable
• Strong decision-making skills
• Ability to analyze and interpret complex data to improve processes or develop new approaches
• Intermediate knowledge of Microsoft Word, Excel, and PowerPoint

Your Daily Tasks

• Inspire team members to adopt a customer-centric mindset and focus on continuous improvement
• Ensure the Customer Support team understands and embodies the importance and benefits of a customer-centric culture
• Drive the ongoing development of a customer-focused culture to influence the broader customer experience team and promote cohesion
• Analyze NPS results and identify opportunities to improve scores and increase customer promoters

• Respond to all customer and account management inquiries
• Build strong relationships with internal and external stakeholders
• Take ownership of customer inquiries and support needs
• Educate customers on product value and encourage optimal usage
• Manage offboarding activities and explore opportunities to retain customers or provide feedback to improve business processes
• Monitor post-implementation support and collaborate with Technology and Product teams to refine solutions and reduce future support needs

• Meet or exceed SLA targets for phone, email, and ticket queries
• Support Customer Support team members to help achieve team SLA goals
• Analyze incoming workload using available tools and recommend improvements in product, systems, or training
• Support various internal projects as needed

• Identify trends and recommend continuous improvements in processes and products
• Demonstrate product value, reduce incidents, manage risks, and improve efficiency
• Gather customer feedback to initiate internal changes
• Analyze key performance metrics to ensure productivity and customer satisfaction targets are met
• Support Product team with customer engagement initiatives
• Participate in relevant Agile product lane ceremonies

• Implement strong process controls and ensure compliance with company standards

• Document and maintain all role-related processes and procedures

• Deliver excellent customer service to both internal and external stakeholders

About the Client

Backed by innovation and an inclusive culture, they're redefining what it means to lead in the automotive industry.

Who Are We

Apply now and be part of the #EmaptaEra!