Customer Success Manager

WelcomeWare is the leading live-streaming receptionist platform creating a paradigm-shifting new market. We are in scale mode and searching for true team players who are looking for growth, autonomy, and impact!

THE ROLE:

The Customer Success Manager will work directly with the Head of Operations and Customer Success to help customers achieve their business goals through successful adoption and continued use of WelcomeWare. The CSM is committed to building WelcomeWare’s relationship with customers and driving recurring usage of the product through responsiveness, expert product knowledge, and keen management of the customer journey. Responsibilities of this position include, but are not limited to, the following:

• Become proficient using the WelcomeWare platform and leveraging expert knowledge of how customers value the software to drive successful adoption of new clients.
• Contribute to strong customer relationships by using positive and professional language, anticipating customer needs, and resourcefully solving customer concerns around product engagement.
• Work closely with Customer Success and Operations teams to facilitate efficient and fast implementation of WelcomeWare software and hardware configuration.
• Manage the onboarding process, craft a timeline for deployment, strategize for change management and adoption, and execute against key milestones across multiple stakeholders. When applicable, work alongside Welcomer Account Managers to align staffing solutions and timeline dependencies.
• Exceed a 90% conversion rate with adherence to a 3-month pilot timeline.
• Maintain a portfolio of clients and identify opportunities for expansion with existing customers, anticipate churn risk, and work closely with Sales Account Executive to support retention and growth.

THE COMPANY:

WelcomeWare (WelcomeWare.live) understands that the value of an efficient, friendly, and productive receptionist is unmeasurable; but businesses are having an impossible time covering their front desks because of challenges with hiring, staff leaves, and demands for remote work. Our mission is to eliminate front desk staffing challenges by enabling receptionists to remotely greet visitors at any location, at any time. Using our innovative kiosk, visitors can fill in forms, scan IDs, submit payment, and more with the assistance of a remote receptionist.

WelcomeWare is a division of Civicom, a 20 year-old entrepreneurial company with 500+ employees across five locations and 20 brands. WelcomeWare has all of the resources of an established company, with the speed and innovation of a start-up. Our company has created a respectful and team-oriented environment with no egos, an appetite for challenging work,and a common goal to create a remarkable product. We are a “Buy Forward” company that gives 5+% of profits to charity.

YOU:

Goal-oriented, resourceful, and relationship-focused with proven customer success experience. You can work in a fast-paced, lean environment as a team player and are eager to learn as new challenges arrive. You have the ability to see the big picture, communicate extremely well, and seek to understand how what you are doing fits into the broader commercial strategy. You like the idea of being part of a team that is on the ground floor of things that could become big.

• Minimum 3 years of experience in a Customer Success role, with proven, measurable results – preferably within a SaaS environment.
• Excellent client management, presentation, and written communication skills with concrete success leading senior managers and executives.
• Process-oriented with an efficiency and improvement mindset; experience developing best practices, and desire to promote scalable systems within the Customer Success team.
• You have high energy, a positive attitude, and empathy, and this is infectious with internal team members and external stakeholders. You have a “do whatever it takes” approach to get the job done.
• Technology experience and adept at learning new technologies (HubSpot or another CRM tool is a plus)
• Experience with stakeholders in the healthcare, physical therapy, or adjacent field is a plus, but not required.

Overall ability and attitude are more important than depth of experience. We’re willing to be patient with someone with excellent aptitude and the energy to commit to our team.

Salary range PHP 60,000+

General Expectations

We are Advocates committed to a singular mission: to create a company that is both good and remarkable. As an “Advocate”—a title we all carry—we are expected to be more than just employees; we are fully “in the game,” placing the mission ahead of self-interest and genuinely caring for our collective success. We achieve this by delivering amazing customer value, constantly striving to get better, and always doing the right thing. We embody a proactive, results-oriented mindset, and we commit to do whatever it takes to get the job done. However, our relentless drive for results must never come at the expense of our core values. To support this mission, you are expected to:

• Safeguard our assets by strictly adhering to the Information Security policies outlined in the Employee Handbook and the Information Security Policy
• Be responsible for maintaining the confidentiality and integrity of company data and commit to promptly report any security risks
• Act with integrity by upholding the highest ethical standards in every interaction, ensuring that performance never compromises the security or privacy of our clients and team

Being an Advocate means doing the right thing even when it is not the easy thing, avoiding the appearance of impropriety, and ensuring that our commitment to “whatever it takes” always aligns with our obligation to protect those we serve.

Find out more about Civicom Pacific at www.civi.com and our Feathers Project at www.feathersproject.org.