Customer Success Specialist- Chemicals

, Philippines

Job Family Group:

Customer Operations

Worker Type:

Regular

Posting Start Date:

October 27, 2026

Business unit:

Downstream and Renewables

Experience Level:

Experienced Professionals

Job Description:

Customer Success Specialist (CSS) is empowered to manage customer experience, relationship, and satisfaction across the end-to-end journey of our customers. This job sits in Deal Management and Order to Cash forming a critical part of the Customer Fulfilment Cycle. It delivers end-to-end customer support, from contract and account set-up, through to order and payment collection. CSS provides Consistent, Adaptive, Reliable and Easy experiences for our Chemicals customers.

What is the Role?

As a Customer Success Specialist, you will be accountable for a certain customer portfolio to take ownership, drive accountability, and demonstrate and communicate improvements for our customer journey. This is a key enabler to drive best-in-class CX and to ensure maximum customer-centricity.

This role may focus on some or all the accountabilities below, depending on the respective business size and complexity:

• Deal Management (Contract Management, Master Data, Data Integrity Management, enforcing company’s policy and contracts, Ensuring compliance)
• Order to Cash (Touchless Support and Set-up, Dispute Management, Credit Management, ensuring invoices are correct and paid on time, building strong relationships, understanding customer’s issues and to drive resolution and improvements)
• Collection
• Sales Support (Manage existing customer portfolio of business, manage customer relationship virtually, Analyst P&L reports and identify, manage areas of underperformance, commercial mindset, manage key sales process steps as agreed with respective business, Data-driven sales recommendation)

What We Need from You?

Critical to the success of this role is to demonstrate strong Customer Language Proficiency and experience in managing Customer Relationship and Customer Success. 

Additionally, you must have:

• Working proficiency in English
• Strong Communication and Influencing skills
• Previous experience in data Analytics & Insights and Digital environment
• Demonstrated ability and commitment to build Customer Success
• Knowledge of Customer Centric Design
• A good understanding of Commercial & Economic Acumen and Value Chain methodology
• The ability to lead and drive Continuous Values
• Attention to details when dealing with Data Management and high focus on Compliance
• Experience in Contract Management

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DISCLAIMER:

Certain positions within the organization may be subject to post-employment restrictions, including non-compete obligations. Additional details will be provided during the recruitment process where applicable.

 

Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Shell/Shell Group companies around the world. The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand. Shell is an Equal Opportunity Employer.