Customer Success Manager [Philippines]



Customer Service, Sales & Business Development
Posted on Tuesday, October 3, 2023
What you'll focus on

First and foremost, you’ll be the brand ambassador for Locad, but also the support function that our customers use to ensure they get the most of the Locad platform. Your objective is to build long term relationships that are built on trust. After all, the customers we bring on board are building their business and we are key to their success, as they are to ours.

Other objectives that belong to this role;

  • Own the account management and monthly business review process for assigned LOCAD brands

  • Manage and represent assigned LOCAD brands with internal stakeholder

  • Ensure brand inquiries are prioritized and answered within Service Level Agreement (SLA)

  • Assist in updating / improving the Customer Success Management (CSM) knowledge-base and account management Standard Operating Procedures (SOPs)

  • Continuously secure actionable brand feedback to improve LOCAD offering.

  • Lead & Coach junior Customer Success colleagues.

What you bring
  • Passionate for Customer success and customer relationships.

  • Moving 1000’s of items daily means the process provides the opportunity for a large number of potential issues. Being calm, data driven and able to hand pressure is key.

  • Previous experience within a similar environment, SaaS, Logistics, eCommerce would all be very advantageous.

  • A data driven and analytical approach, able to review processes and drive meaningful insights.

  • Excellent communication skills both written and verbal, someone that can actively listen, show empathy and offer solutions.

  • A positive attitude.

What you'll get
  • Annual Bonus

  • 25 days leave.

  • Health Insurance.

  • Generous equipment allowance.

  • Hybrid Setup

  • Annual L&D support.

Please limit to one application
We believe diversity and representation are key to creating not only a great product but also an amazing customer and employee experience. Fostering this starts with hiring -- therefore we do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or any other aspect that makes you, you.
About us

Locad is the logistics engine for e-commerce brands to automatically store, pack, ship, and track orders across Asia-Pacific.

Our tech platform syncs inventory across online channels and organizes end-to-end order fulfillment through our reliable network of warehouses and shipping partners across Singapore, the Philippines, Thailand, Hong Kong, and Australia, with more locations opening soon.

Hundreds of brands now have access to the Locad logistics engine, allowing faster shipping, reduced costs, and exponential growth. Equipped with the technology, infrastructure, and partners running on one integrated system, Locad is on a mission to propel every business forward.

Locad. All Systems Go.