Customer Success Specialist (Geologist Mining Background)

Discover your 100% YOU with MicroSourcing!

Position: Customer Success Specialist

Work setup: Onsite | Shifting

Location: Ortigas, Pasig City

Why join MicroSourcing?

You'll have:

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Key Responsibilities

The role is primarily responsible for managing customer engagement, onboarding, product adoption, technical support, and retention for IMDEX’s software and solution platforms. The position combines Customer Success, Technical Support, Account Management, and basic Sales/Value Selling responsibilities, with a strong focus on customers in the mining/geoscience industry.

1. Customer Onboarding & Engagement

• Manage the monthly customer engagement review process and identify customers who are becoming disengaged or showing low product usage.
• Monitor customer usage of IMDEX software platforms and reach out to customers with low adoption to understand their concerns and identify opportunities to re-engage them.
• Conduct customer onboarding sessions, product demonstrations, and training to ensure customers understand how to use the software effectively.
• Help customers become familiar with relevant IMDEX platforms, features, documentation, and support resources.
• Work with technical/geotechnical specialists when geotechnical inputs or industry-specific knowledge are required during onboarding.
• Conduct regular customer catch-ups to monitor adoption, satisfaction, and overall product experience.
• Ensure customers understand the value and functionality of IMDEX's software solutions.
• Maintain a target level of product adoption, particularly for IMDEHUB-IQ.

2. Customer Success & Retention

• Track and report key customer success metrics such as:
• Product adoption
• Customer satisfaction
• Customer engagement
• Retention
• Usage/activity levels
• Monitor customer health and proactively identify potential risks or disengagement.
• Take action when customers are not actively using the platform, including additional onboarding or training sessions.
• Help reduce customer churn by ensuring customers are receiving value from the products.
• Use customer data and engagement trends to make informed decisions and improve customer outcomes.

3. Value Selling / Account Growth

• Understand customers' business needs and identify opportunities where additional IMDEX products or solution sets could provide value.
• Introduce customers to relevant products and explain the benefits of bundling or using multiple IMDEX solutions.
• Identify upselling and cross-selling opportunities during customer conversations.
• Convert customer support or onboarding discussions into potential sales opportunities and refer qualified leads to the Sales team.
• Work closely with Sales and other internal teams to support revenue growth from existing customers.

4. Customer Relationship & Advocacy

• Serve as a key point of contact and customer advocate within IMDEX.
• Build and maintain strong, long-term relationships with customers.
• Understand customer goals, challenges, pain points, and operational requirements.
• Communicate customer feedback and concerns to Product, Development, Sales, and Support teams.
• Provide customer insights that can help improve product functionality and the overall customer experience.
• Coordinate internally to ensure customers receive appropriate solutions and a seamless experience.
• Regularly engage customers to identify potential concerns before they become major issues.

5. Technical Support

• Act as a first point of contact for complex customer questions and technical issues involving IMDEX products.
• Triage issues and determine the appropriate resolution or escalation path.
• Coordinate with Technical Support Representatives (TSRs), Product Owners, Developers, and other technical teams to resolve issues.
• Explain technical solutions clearly to customers and keep them informed about resolution timelines.
• Handle customer complaints and inquiries within the required service/OLA timelines.
• Use knowledge bases and technical documentation to help customers use IMDEX solutions effectively.
• Log customer interactions, issues, and resolutions in ServiceNow.
• Support product launches by communicating new features or product updates to customers.

6. Process Improvement

• Work with Customer Support Managers and Product Owners to identify opportunities to improve:
• Customer onboarding
• Product adoption
• Customer support
• Engagement processes
• Issue resolution
• Analyze recurring customer issues and help implement improvements to prevent them from happening again.
• Contribute to better collaboration between Customer Success, Support, Product, Development, and Sales teams.

7. Leadership & Collaboration

• Work collaboratively across multiple teams to achieve customer and business objectives.
• Take ownership and accountability for customer issues and commitments.
• Proactively identify obstacles and find solutions.
• Communicate concerns and challenge processes or behaviors constructively when necessary.
• Provide and receive feedback and contribute to continuous improvement.
• Make timely decisions and maintain accountability for results.

8. Safety, Risk & Compliance

• Follow IMDEX's QHSE, health and safety, risk management, and compliance policies.
• Report workplace hazards, incidents, quality issues, and potential non-compliance.
• Follow applicable laws, regulations, and company standards.
• Promote safe and compliant practices within the scope of the role.

–

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

Terms & conditions apply