Customer Experience Manager (Philippines)

About This Opportunity

We are representing a confidential SaaS client in their search for a Customer Experience Manager based in the Philippines. Our client provides cloud-based business solutions to the hospitality industry across 80+ countries, and they need a relationship-focused professional to manage a portfolio of clients and drive customer success.

This is a remote role with occasional travel (up to 25%) for client onboarding and business reviews. You'll serve as the primary point of contact for clients, ensuring they maximize value from the platform while identifying growth opportunities.

Responsibilities

• Manage a portfolio of clients as their primary point of contact through in-person, phone, and email interactions
• Build lasting relationships by understanding clients' business goals, challenges, and requirements
• Provide regular updates, guidance, and training on features, functionalities, and industry best practices
• Deploy solutions and provide on-site support as needed
• Collaborate with internal teams including sales, support, and product to ensure seamless customer experiences
• Conduct Quarterly Business Reviews (QBRs) and health checks to assess client satisfaction and usage
• Proactively identify upselling and cross-selling opportunities to expand client relationships and revenue
• Monitor client adoption patterns and provide recommendations to drive success
• Advocate for clients within the organization, providing feedback to improve products and services
• Document software issues using platforms like Jira
• Handle escalated service questions and conduct research to find solutions
• Travel up to 25% for customer onboarding and routine check-ups

What We're Looking For

Required:

• Proven experience as a Customer Experience Manager or similar role, preferably in a SaaS or technology-driven environment
• Exceptional relationship-building and communication skills with the ability to establish rapport and trust
• Strong problem-solving and analytical skills to understand complex business needs
• Customer-centric mindset with genuine passion for helping clients succeed
• Technical aptitude and ability to communicate technical concepts to non-technical audiences
• Excellent organizational skills to manage multiple clients and priorities simultaneously
• Self-motivated and able to work independently in a remote environment
• Experience collaborating effectively with virtual teams
• Strong critical thinking skills in fast-paced, evolving environments
• Proficiency with Microsoft Office (including Excel), G Suite, and cloud-based systems

Preferred:

• Experience managing a portfolio of clients within a high-volume customer service department
• Previous experience in the restaurant or hospitality industry
• Familiarity with point-of-sale systems
• Experience with HubSpot or related CRM platforms
• Demonstrated career growth and track record of achievement
• Strong business acumen with confidence to share ideas with leadership

How We Work With You

Candidates apply directly through Get A Job.ai. Our talent team will screen qualified applicants and coordinate interviews with our client. We manage the entire process from initial contact through offer negotiation. Please do not attempt to contact the client directly, as all communication should flow through our recruiting team to ensure a professional experience for everyone involved.

Pay

Compensation details will be discussed during the screening process based on experience and qualifications.

Equal Opportunity: Get A Job.ai is committed to fair and equitable recruiting practices. We welcome applicants from all backgrounds and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.