Software Success Manager (client facing)

Job Description :
RealTime360 is looking for a Senior Success & Account Manager for retention and growth with a passion for relationship management and providing world-class support. The Software Success Manager owns the onboarding, post post-sales lifecycle, and provides proactive support to dedicated client groups. Acting as a business partner and consultant to assist clients with digital marketing and reputation management software, while allowing clients to see the benefits of RealTime360’s new platform and renewals. This is a hands-on role, where you will work hand in hand with clients to improve their online reputation.

Duties & Responsibilities:
Provides onboarding and training on software platforms.
Monitors client engagement and provides personalized feedback and suggestions for clients to get the most out of their subscriptions.
Responsible for client subscription retention, renewals, and upselling/cross-selling.
Provides quarterly & annual business reviews to clients.
Provides VOC (voice of the customer) feedback to product and management teams for future product optimization.
Monitor and analyze account health to identify churn risk.
Win back clients who have requested a cancellation.
Constant improvement mindset: Refines and innovates processes to improve clients and company success.
Act as the point of contact of escalation for clients, support, and billing to ensure client satisfaction.
Works cross-functionally with sales, support, services, and executive leadership.
Additional assigned projects as assigned.

Qualifications:
Not mandatory but preferred = 3-6 years of experience in a customer-facing support/success/account management/rentional role.
Deep customer empathy.
Strong oral and written communication skills.
Worked in a SaaS (software as a service) organization.
Ability to effectively manage delicate customer situations.
Not mandatory but preferred = 2-4 years of experience giving onboarding and training.
Contribute to knowledge base development like FAQs and other documentation.
Worked at a startup company before a plus!
Understanding of digital marketing is a plus!
Previous graveyard work experience preferred.
Must be able to work a night shift for 8 hours, Monday-Friday EST.
Must have the following: Own computer unit and backup unit; Stable lined internet connection and backup internet; Backup power supply.

Job Type: Full-time
Salary: Php50,000.00 – Php80,000.00 per month