Customer Success Consultant

Drive Customer Satisfaction and Build Lasting Connections in Every Interaction

Shift gears and steer your career toward a role that keeps you in control. In the automotive solutions industry, this opportunity lets you navigate success at your own pace—no pit stops on your personal goals. With time to refuel, recharge, and accelerate your growth, this is your ticket to a smoother journey ahead.

Your Role at a Glance

Be part of our client’s team as a Customer Success Consultant and build meaningful relationships by guiding customers through onboarding and support processes. You’ll manage inquiries, improve customer retention, and collaborate with teams to enhance experiences—all while enjoying a healthy work-life balance and career growth opportunities.

Your Next Great Adventure Awaits

Customer-Centric Culture

• Inspire team members to foster a culture of customer-centricity and continuous improvement.
  
• Ensure the Customer Support team understands and embodies the importance and benefits of a customer-centric approach.
  
• Drive the ongoing development of a customer-centric culture to strengthen team cohesion and enhance the broader customer experience.
  
• Analyze Net Promoter Score (NPS) results and identify ways to improve scores and increase customer promoters.
  

Customer Onboarding and Offboarding

• Respond promptly to customer and account management inquiries.
  
• Build sustainable relationships with both internal and external stakeholders.
  
• Take ownership of customer inquiries and provide timely, effective support.
  
• Educate customers on the solution’s value and promote optimal usage.
  
• Manage offboarding activities and proactively seek opportunities to retain customers or provide valuable feedback to relevant teams for improvement in marketing, product, sales, and support.
  
• Monitor post-implementation support requirements and collaborate with the Technology and Product teams to refine products and processes, aiming to minimize support needs.
  

Service Level Agreements (SLAs) and Workload Management

• Ensure phone, email, and ticket SLAs are met or exceeded for assigned tasks.
  
• Provide proactive support to team members to ensure overall team SLA adherence.
  
• Analyze incoming work using available tools and identify areas for product, system, or training improvements to boost customer satisfaction and reduce support requests.
  
• Provide assistance on special projects as needed.
  

Process and Product Analysis

• Identify trends and recommend opportunities for continuous process and product improvement.
  
• Focus on delivering value, minimizing incidents, and driving risk management and efficiency gains.
  
• Gather and use customer feedback to support internal changes and enhancements.
  
• Monitor and analyze key performance metrics to ensure productivity and service quality targets are met.
  
• Assist the Product team with customer engagement initiatives.
  
• Participate in Agile ceremonies to stay aligned with product updates and development.
  

Risk Management

• Implement and maintain strong process controls to ensure compliance with policies and regulations.
  

Reporting and Administration

• Document and update all processes and procedures related to the role accurately and consistently.
  

Stakeholder Management and Communication

• Provide exceptional customer service to both internal and external stakeholders.
  
• Foster strong communication and collaboration with key stakeholders across teams.
  

Key Relationships:

• Internal: Technology Team, Product Team
  
• External: Clients across market sectors, Key contacts in the automotive industry
  

Requirements

What You Bring to the Table

• 4-5 years of experience in a similar role within a medium to large organization or equivalent experience in a related industry.
  
• Experience in the automotive industry—highly preferred.
  
• Experience with SaaS products or onboarding services.
  
• Strong written and verbal communication skills.
  
• IT-related degree—highly preferred.
  
• Strong decision-making and problem-solving abilities.
  
• Ability to analyze and interpret complex activities or information to improve practices and develop new approaches.
  
• Proficiency in Microsoft Word, Excel, and PowerPoint at an intermediate level.
  

Benefits

The Perks That Keep You Ahead

• Day 1 HMO coverage with free dependent
  
• Competitive Salary Package
  
• Prime office location (Easy access to MRT stations, restaurants, and banks)
  
• Day shift schedule
  
• Fixed weekends off
  
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit https://bit.ly/EmaptaTrainingCalendar)
  
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
  
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
  
• Unlimited opportunities for employee referral incentives across the organization
  
• Standard government and Emapta benefits
  
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
  
• Fun engagement activities for employees
  
• Mentorship and exposure to global leaders and teams
  
• Career growth opportunities
  
• Diverse and supportive work environment
  

Why Choose to Work With Our Client?

Cox Automotive Australia is a leader in the automotive solutions industry, transforming how vehicles are bought, sold, owned, and managed. With a comprehensive suite of innovative solutions, they empower manufacturers, fleet operators, and dealers to thrive in the digital era. Their services span retail and data insights, vehicle remarketing, and digital marketplaces. Backed by a global presence and a commitment to innovation, Cox Automotive Australia delivers end-to-end solutions that enhance performance and drive sustainable growth across the automotive ecosystem.

Welcome to Emapta Philippines!

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra!