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.

Your Role:

As a Customer Success Manager, You Will

• Assist new and existing customers with onboarding activities, including live trainings for admins and end users as well as technical CRM integrations
• Drive adoption and usage of PandaDoc through customer engagements such as workflow consultations and admin and team training
• Proactively review key account metrics (such as license usage, documents sent, and other user activity) with clients and create goals for clients to hit and create mutual plans for success
• Reduce churn and contraction by understanding where usage blockers are and coming up with solutions that work for the customer
• Share customer info with Account Management that can aid in customer strategy, renewal activities, and expansion opportunities
• Monitor tools and platforms like Catalyst for key data points that alert you to actions needed
• Onboard and train additional account users via demos and presentations, while also promoting the self-serve resources available
• Partner with Account Management on customer strategy, renewal activities, and uncover and inform them of expansion opportunities
• Partner with our Solution Engineers on more complex customer product needs
• Work with Customer Support, Sales, and Product to articulate and monitor customer requests and feedback through the appropriate channels
• Reactively address all customer inquiries that come in from your Book of Business and conduct needed follow-up actions
• Assist team members in answering questions or pointing them in the right direction
• You may own an assigned book of business as well as work alongside a team of CSMs to support customers in a pooled model

What You Need

Non-negotiables

• 3-5 years experience as a Customer Success or Account Management role, with SaaS product(s), including proven ability to smoothly onboard new customers and manage relationships on an ongoing basis.
• You are highly organized and possess the ability to juggle multiple priorities
• You are a powerful communicator: Proficient in conveying ideas clearly and effectively through various channels to ensure smooth interactions with customers and internal teams.
• You can demonstrate critical thinking and analytical skills: Capable of evaluating situations objectively, identifying potential issues, and devising strategic solutions to meet customer needs and enhance their experience.
• You are an active listener: Skilled in attentively understanding customer concerns and feedback to provide personalized and effective support.

Preferred skills/expertise

• You can think strategically: Able to develop long-term plans and approaches to address customer needs and drive mutual success.
• You work with accuracy and precision: Committed to delivering high-quality service with attention to detail and precision to meet customer expectations.
• You have a growth mindset: Demonstrates openness to learning and adapting to new challenges, continually seeking opportunities for personal and professional development.
• You are agile: Can quickly adapt to changing circumstances and navigate through dynamic environments to ensure customer satisfaction.
• You take accountability: Take ownership of tasks and commitments, ensuring that promises made to customers are fulfilled promptly and effectively.
• You demonstrate empathy: Shows genuine understanding and compassion towards customers’ concerns, building trust and rapport to foster strong relationships.
• You are great at problem-solving: Proficient in analyzing complex issues, identifying root causes, and implementing practical solutions to resolve customer challenges.
• You take initiative: Proactive in taking the lead to address customer needs and explore innovative ways to enhance their experience and drive business growth.

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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/

• Terms & conditions apply