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Senior Customer Success Manager, Research (Manila)

Alida

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Customer Service, Sales & Business Development

Manila, Philippines

Posted on Dec 2, 2023

About Alida

Alida believes in a world where customers are respected as the ultimate source of truth. Because knowing the whole truth about your customers—even the parts that are hard to hear—can help companies make better decisions that drive long-term customer loyalty and growth.

That’s why Alida created its Total Experience Management Platform; a comprehensive CX solution powered by a highly-engaged, verified, always-on community of your most engaged customers that fuels sustainable business impact.

With Alida, innovative companies like HBOMax, Adobe, Lululemon and LinkedIn can anticipate their customers' ever-evolving needs to make better decisions, build long-term relationships, and grow businesses that stand the test of time.

Over 176 million people globally have used Alida's Total Experience platform to inform over 60,000 customer experiences initiatives.

Join us on our mission to put truth into action at www.alida.com and @alidaTXM.

In this role, you champion the power of our platform to help organizations build better products, deliver better services and achieve better outcomes. You are the day-to-day contact for our customers and are responsible for setting them up to effectively use our platform, educating them on the best practices of engaging with their customers and supporting their ongoing needs in gathering customer intelligence. Beyond the day-to-day, you will be supporting our clients by inspiring them to think about how our platform can support their broader business needs (profiling their customers, developing strategic marketing content, delving deeper into new product opportunities or customer loyalty). And, don’t worry, we will train you on making these connections. Take a look below at the skills we want you to have.

This role is to work on the 6am-3pm Manila time shift, aligning with AEDT time. It is an onsite work setup.

Job Responsibilities

Account Management

Develop and manage value-based relationships with at least 10 customers, and manage additional accounts with a digital/tech touch approach to bring value through customer webinars, newsletters, and other customer content
With input from the Country Director, oversee implementation, development, and oversight of our Customer Success Model
Maintain a real time understanding of your customers and their adoption of our platform
Develop and maintain, in collaboration with your customers, Success Plans as the blueprint for achieving the customers goals
Perform regular (weekly, monthly and quarterly) reviews with customers on goals, obstacles, insights and opportunities.
Uncover risk, or latent or unexpressed needs by driving discovery sessions, asking probing questions and defining a long term account plan for growth

Identify expansion opportunities

Identify opportunities to cross-sell and upsell customers on additional solutions
Work to grow outside of your day to day contact and create new relationships with new stakeholders or business units

Be the leading advocate for our solutions within the customer organization

Inspire your customers to think strategically about how our platform can support their business needs
Understand the customer organization and how our solutions can bring value to them and build stronger engagement and intelligence with their customers
Enable customers on best practices, and the use and benefit of our solutions to ease the adoption of our platform

Act as key point of contact for customer relationships

Welcome and engage Alida customers at strategic and tactical levels to map customer business goals to solution outcomes delivered through our solution
Provide exemplary service and support that delights our customers
Proactively look for risk indicators and get ahead of potential issues.
Escalate where needed, and follow-up promptly to ensure customer expectations are exceeded

Be the leading customer advocate within Alida

Work in unison with other Alida team’s (sales, support, services, etc.) to deliver a world class customer experience
Champion on behalf of your customers for improvements and advancement of our solutions
Identify customer adoption challenges, CSAT risks and other indicators of churn risk
Develop and manage remediation plans to alleviate customer challenges

Thought Leader on CS internally and externally in the organization

Collaborate within Alida to identify opportunities to develop resources that advance our solution adoption and success of our customers
Develop assets that assist with customer enablement (blogs, videos, best practices, etc.)

Desired Skills and Experiences

University degree in one the following courses: Communication Research, Psychology, Business Management, Statistics, Marketing and other social sciences
Experience in an Enterprise SaaS company is ideal (but not required)
Minimum 8 years of experience in customer success, business development, market research management consulting or account management, or similar role
Post sales software experience as a CSM or Account Manager is highly desirable
Proven ability to work in a high energy and fast paced environment with cross-functional teams (Sales, Product, Marketing etc.)
Ability to manage and be accountable for your book of business
Excellent time management, organizational, and problem-solving skills
Strong initiative and drive to innovate
Ability to sell ideas and concepts
An ability to inspire others and lead with grace
Excellent written and verbal communication skills with strong attention to detail
Professional (even dynamic) presence, presentation and public speaking skills.
Gravitas, able to speak eloquently in front of senior c-suites and/or larger groups to gain credibility
Strong aptitude and passion for technology and ability/desire to learn new software
Proficient with Microsoft Office (PPT, Word, Excel) including skills for the formatting and creative visual display of information
A team player who likes to collaborate with others
Added value: Customer Experience and/or Insights background; experience setting up new programs for customer audiences

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We can’t wait to meet you!

We understand that applying for a new position takes effort and want to thank you in advance for taking the time to introduce yourself.

At Alida, we’re dedicated to fostering an environment where our employees feel heard, valued and included.

We believe that a diverse team is a core pillar in building better products and services for our global customers and we strongly encourage applications from all people regardless of race, religion, gender, age, disability status or sexual orientation. Even if you don't meet every single one of the stated requirements but you are excited about this opportunity, we'd love to hear from you anyway. Our Talent Acquisition team will review your application for this role, and others we may have open now or in the future.

Alida has an accommodation process in place to provide reasonable accommodation to employees, and to qualified job applicants with a disability during the hiring process. If you require accommodation because of a disability or medical need, please contact accommodations_hiring@alida.com so that arrangements can be made for the appropriate accommodations to be in place.

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