Account Manager/Customer Success Manager

Location: Pasig City, Metro Manila, Philippines

Department: Sales

Type: Full Time

Min. Experience: Experienced

About Gengo

We're Gengo, a Lionbridge company. We run a global people-powered technology platform providing translation and AI training-data services to global businesses. Founded in 2008, Gengo has translated more than one billion words for 65,000+ customers with our crowd of 21,000+ people from 140+ countries. Gengo's professional human-powered platform brings a huge leap in efficiency, scale, and speed to the translation and AI training-data markets. Our customers include some of the biggest brands in the world like TripAdvisor, New York Times, Rakuten, and Alibaba. As part of the Lionbridge family, we are breaking barriers and building bridges all over the world with offices in more than 27 countries.

Join us for a rare chance to help the world communicate freely as part of a team with startup culture and the resources of a global giant.

 

Your Mission

As a Customer Success Manager,  you will play a crucial part in the Gengo Sales Team. You will be responsible for developing customer relationships that promote retention and loyalty. The CSM will lead the way in  cultivating and maintaining strong relationships within assigned accounts ensuring high levels of customer satisfaction and recognition of ROI, leading to strong renewals and growth opportunities. 

The successful candidate will be a strongly self-motivated and driven individual who is goal-oriented, methodical and tenacious, and can effectively interact with a team. 

 

Responsibilities

  • Contributes to the health of Gengo’s active customer base
  • Engage in growing and nurturing repeat business for Gengo’s customer base
  • Be a key player for the Gengo Sales Team, managing a select list of Gengo’s  strategic Accounts
  • Provide business, technical and product knowledge to develop and execute effective success plans to drive customer repeat business
  • Liaising with clientele via phone and e-mail to confirm requests and clarify submission instructions
  • Communicating concisely and accurately all project details across various internal departments
  • Supporting business development by assisting the sales team with the preparation of project estimates, word counts, and quotes, as necessary
  • Proactively engage with dormant, quiet and churned accounts to engage conversation and opportunities. 
  • Invoicing and administration of assigned customer base
  • Contract Negotiations and Renewal

 

Required Competencies

  • Previous Experience - At least 3 years of extensive Customer Success Manager experience with excellent recommendation from previous employer
  • A track record of success in an administrative or support role
  • Superior time management, organization and communication skills 
  • Language Skills - Excellent oral and written communication skills
  • International Attitude - must be able to communicate and adapt to various nationalities and business culture. 
  • Able to interact with fortune 500 companies professionally.
  • Ability to work efficiently and calmly in high-pressure situations
  • Attention to Detail 
  • Experience with Salesforce CRM is an advantage
  • Extensive experience in contract renewal and negotiations is an advantage

This position is part of the Sales team in Manila office. Work schedule is from 9PM to 6AM, Monday to Friday.

We pay competitive market rates. Expected range for this position is between PHP 40,000 and PHP 45,000. However, all great candidates will be considered regardless of compensation requirements.

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