Customer Success Manager - [Makati, Philippines]

What you'll focus on

1. Client Support & Escalation Management

• Serve as the primaryPOC for client inquiries, support requests, and escalations.
• Manageandresolvesupportticketsefficiently , ensuring a 90%One-TouchResolutionRate .
• Identify root causes of issues and work cross-functionally with warehouse,fulfilment,andoperationsteams to prevent recurrence.
• Handlecriticalescalations that could impact fulfilment, brand reputation, or financials.

2.AccountSuccessManagement

• Buildstrongmerchantrelationships and serve as their trusted advisor.
• MonitorfulfilmentSLAs (e.g., on-time dispatch, and order cancellations) and work proactively to address service gaps.
• Ensure all operations and billing comply with contracttermsandSOPs .
• ConductMonthly&QuarterlyBusinessReviews(MBRs&QBRs) to analyze sales ...