SME, Customer Success

We’re obsessed with growth.

From enabling companies to flourish, to helping careers bloom.

SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent.

Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo.

SupportNinja is a new kind of BPO.

Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo.

SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management.

As a Ninja, you are guaranteed a culture dedicated to our core values: Employee Focused, Always Be Humble, Improve Everyday, Compassionate Candor, and Collectively Bring Joy.

This is a hybrid position at The Foundry, BGC, Taguig City (at least 2 times a month onsite). The SME of Customer Success is a vital part of the operations team for the Client Customer Excellence organization.

This role helps lead the strategy and execution for our customer success team to ensure the successful adoption, maturity, and growth of our customers.

The focus of this role is to have extensive expertise in Client Products, be up to date on any changes in industry and company practices or protocols to continue achieving workplace success and be able to apply that knowledge during customer engagements and CS Team member(s) enablement.

The SME would act as a product liaison, collaborating with the product teams and customer success teams.

A significant part of your role will be partnering with our product leaders, and establishing relationships and common goals we can achieve together.

You will be a direct support to our Document Automation Specialists, taking learnings from customers and providing insights back to the product team; being the true internal advocate for our customers.

You will understand the direction our products are going and help develop strategies to drive adoption through data.

This role will help drive optimal quality performance of the Document Automation team and act as an added technical resource for the CS Organization.

What does a day in the life of a Customer Success - SME look like?

Provide product expertise support to the Document Automation Specialist and Contracts Specialist team to ensure that each specialist can succeed. Support and lead the Document Automation and Contracts Specialists in their product enablement needs.

Identify weak points and drive performance improvements in the Document Automation and Contracts Team

Help initiate plays that support the team’s KPIs and business goals.

Work closely with Team Manager(s) in training, coaching, and developing a team of Document Automation/Contracts specialists.

Be an added support in building a team that wins, has fun, and lives

Help Drive the Document Automation/Contracts team towards key performance metrics.

Monitor and identify adoption, maturity, and growth trends for the team and customers to inform customer and business strategy.

Identify customer needs and collaborate with other internal teams to ensure customer success with special emphasis on onboarding, adoption, and expansion.

Help develop playbooks for proactive and reactive engagements with customers.

Partner with Product and Product Marketing to develop strategies for driving adoption of product(s)Contribute to the overall vision and strategy of the Customer Success team.

Serve as an added escalation point for customer issues ensuring issues are resolved quickly by leveraging resources across the company.

Provide capacity in completing IT projects design to help optimize the workflow and process in CS and Renewals.

What are the required qualifications of a Customer Success - SME?

3+ years of customer success experience, preferably within a SaaS organization

2+ years of SME/L2 experience, preferably within a SaaS organization

Experience collaborating with cross-functional teams, preferably within a SaaS organization

Excellent communication skills both with customers and within an organization

Strong track record of identifying customer needs and successfully implementing long-term software solutions

Strong track record of defining and executing against key performance indicators

Ability to build trust and rapport with a customer success team

Proactive interest in increasing customer satisfaction and deepening customer relationships

Comfortable and willing to be a hands-on contributor, on-site with customers

Ability to build and maintain strong relationships with a diverse set of internal and external constituencies including senior-level executives, legal, technical, finance, sale, and marketing experts

Excellent organization, change management, and communication skills

Willingness to 'roll up one's sleeves' and assist wherever needed

A ‘solutions, not problems’ mindset

Ability to work independently and to deliver on detail as well as strategy

Team player who will innovate to continue improving the way client serves its customer

Bachelor's degree or equivalent experience required

Ability to travel up to 25% of the time

Nice-to-have qualifications:

Intermediate-user level CRM experience, preferably in Salesforce.com

Full Time

Ninja Perks and Benefits *Full time employees ● Competitive compensation ● Adherence to government-mandated benefits ● Retirement Savings Program with Company Matching ● Life Insurance ● HMO on day 1 ● Paid time off, birthday leave ● Bonus and incentive plans ● Opportunities for skills training and personal and professional development ● Employee Referral Program ● Beautiful office space (for onsite employees) ● Free lunch provided daily (for onsite employees) Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready? Disclaimer: The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary. SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.