Client Success Manager III

Summary

Join BlueVoyant's Client Success Team as a Client Success Manager III in Manila, Philippines, and become the primary point of contact for customer needs, advocating for them within the company. You will manage customer communications, oversee transitions to steady state, drive customer adoption of services, and contribute to retention and growth discussions. This role requires close collaboration with sales and executive leadership, focusing on large accounts. You will also create and lead customer value discussions and effectively communicate BlueVoyant's offerings. The ideal candidate possesses extensive experience in client services, IT, and cybersecurity, specifically with Microsoft, Crowdstrike, and Splunk technologies. Fluency in English and Tagalog is mandatory.

Requirements

• 7+ years of client services, IT and cyber security background
• Background working with customers on the technology stack and/or the tools directly for Microsoft, Crowdstrike, and Splunk; ability to self-teach and pick up technical foundations quickly
• Must be fluent in both English and Tagalog
• Extensive experience managing large, complex accounts with multiple LOB’s and stakeholders
• Able to operate independently with minimal support from leadership
• Able to identify the buying landscape within customer environments and maintain relationships with critical decision makers
• Superior organizational skills and ability to adapt to quickly evolving environments
• Excellent written and verbal communication skills; strong speaking capabilities with both virtual and in-person presentations
• Promotes team culture by independently demonstrating abilities that solve organizational problems and drive efficiencies within CS
• Able to define, create, execute service improvement plans
• Ability to provide advanced feedback and technical requirements for process maturity
• Can create, adhere to, and help influence standard organizational systems
• Can organize and conduct speaking engagements to internal BV groups with minimal oversite from leadership

Responsibilities

• Serves as the primary point of contact for all customer requests, needs, correspondence, escalations, etc
• Primary advocate within internal BV stakeholder groups to drive tangible outcomes
• Responsible for managing customer communications internally with respective BV Teams
• Responsible for the coordination of all customer interactions, (regular cadence, working sessions, escalation calls, etc.) both with the customer and internal BV Teams
• Oversees the transition from deployment to Steady State and establishes cadence/operating rhythm for new customers
• Drives customer adoption/engagement of current and additional services provided from BV
• Aids in driving retention conversations to ensure customers are on target for contract renewals
• Aids in discussions related to potential customer churn (Playbooks, Churn War Room, etc.)
• Works closely with Sales Counterpart to position, educate, and drive potential growth opportunities for additional BV Service offerings
• Works directly with BlueVoyant Executive Leadership Team to strategically align and coordinate support for BlueVoyant’s largest accounts
• Creates, organizes, and shepherds customer value discussions with the customer quarterly
• Able to communicate BV product/service landscape and can effectively move from one team to another to obtain answers and resolve issues
• Able to articulate BV’s offerings, benefits, SOPs and deliverables without hesitation
• Advanced understanding of assigned BV Specific Product sets