Customer Success Supervisor

BCM One is excited to announce that we're launching a brand-new Customer Success function within our Enterprise Solutions team.  As a part of our expanded growth, we will be adding a Customer Success Supervisor to our Makati office.

This is a pioneering leadership role designed for a hands-on, customer-focused people leader who can balance coaching, operations, and client engagement. This role is responsible for proactively protecting existing revenue by reducing churn, strengthening customer relationships, and building a high-performing team that delivers consistent value to our Enterprise customers.

This is the right role for you if you have experience with revenue accountability through retention, renewals, and the identification of upsell and cross-sell opportunities along with strong leadership skills.

Work Locations: 

This position will be hybrid based out of our office in Makati City, Philippines.  We are typically in the office 3 days per week with WFH the other 2 days.  This is subject to change based on the demands of the position and company.  This position must live and be authorized to work in the Philippines; it is not eligible for relocation or sponsorship.

Hours: 

Night Shift - 9pm to 6am local.  (9am to 6pm Eastern US business hours.)  No travel required.

What You Will Do:

• While this is subject to fluctuation, approximately 75% of time will be spent on client-related efforts while 25% on team strategy and operational development
• Lead and coach Customer Success Account Executives, acting as a player/coach
  
• Own day-to-day people management and functional operations for the team
  
• Maintain direct involvement in enterprise customer interactions
  
• Ensure proactive outreach, issue resolution, and relationship management
  
• Focus on retention as the #1 priority, with upsell and cross-sell as a secondary benefit
  
• Partner cross-functionally to resolve customer issues and improve processes
  
• Maintain accurate CRM data and oversee pipeline and account hygiene
  
• Track, measure, and report on performance metrics and team outcomes
  
• Continuously refine team strategy based on customer feedback and internal collaboration

What You Will Need:

• Minimum 2+ years of people leadership experience
  
• Experience in customer success, customer service, or account-focused operations
  
• Telecommunications industry experience preferred
  
• Experience building or improving team processes in evolving environments
  
• Excellent internal and external communication skills
• Written and spoken professional English is required
  
• Strong sense of accountability and ownership
  
• Player/coach mindset with a hands-on leadership style
  
• Strong problem-solving and critical-thinking abilities
  
• Experience with process ownership and continuous improvement
  

Who We Are:

BCM One is a leading telecom provider of NextGen Communications and Managed Services that has been in business for 30 years with more than 18,000 business customers and 5,000 channel partners who rely on our products, services, and teams to support their critical underlying network infrastructure. BCM One is the parent company to our family of brands that includes SIP.US, SIPTRUNK, Flowroute, SkySwitch, and Pure IP.

Joining the BCM One team is a chance to be part of a financially strong company with an exciting growth story; over the past 4 years we’ve brought together leading companies in our space who have built products, services, and programs to innovate and disrupt our industry. Now, operating under one roof, we are taking BCM One to the next level and looking for talented individuals to help make that happen.

When you choose to work at BCM One, you get to work with a talented team and build experience with the leading technologies, suppliers, and partners in our industry. We don’t offer cookie-cutter solutions, so the opportunities are endless, and the work is always varied and interesting. We take our mission “to provide a world-class experience with every human interaction” seriously, which means everything you do makes a difference. And we’re committed to building and nurturing a diverse and inclusive workforce and environment that empowers you to do your best work, spread your wings and reach your full potential. At BCM One, we encourage our team to learn something new every day, so you don’t just become part of our growth story, we become part of yours.

Why BCM One

We are committed to creating an environment that fosters teamwork, accountability, innovation, and teamwork. Many BCM One employees have been with the company for 10+ years, which we think says a lot about our culture.

We Are a Team

• We pride ourselves on our team-based approach to providing quality solutions for our clients. BCM One encourages a culture of collaboration, exposing employees to different areas of the business and fostering career growth.
• We support employee involvement and provide opportunities to be responsible stewards via our BCM One Gives Back Program and our Emergency Fund to help our team members who are going through difficult times.

Hard Work is Recognized

• We offer an Employee of the Quarter program with a monetary award and Employee of the Year that includes a 7-day vacation package to the Caribbean. In addition, we host various regional team-building gatherings throughout the year.
• We believe in developing our team members and offer many opportunities for training, professional development and career growth.

Your Voice is Heard

• We empower our team members to speak up and look for opportunities in challenges.
• We have an Employee Council and a Diversity Equity and Inclusion Committee made up of volunteers from across the company who share a passion for making BCM One a great place to work and find ways to positively impact our communities.

How we take care of you:

• Competitive industry salaries with annual reviews
• Health Insurance (HMO with 2 free dependents)
• Generous Paid time off
• Company retirement plan
• 13th month pay

BCM One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by applicable law.