Customer Success Consultant

2 weeks ago

Davao City, Davao, Philippines First Advantage Full time
Customer Success Consultant (Client Management)- For Philippines

Position Description Summary

The role supports the commercial team during the sales cycle and implementation process of new revenue generating deals.

Summary

Position Description Summary

The role supports the commercial team during the sales cycle and implementation process of new revenue generating deals.

Responsibilities

Essential Duties and Responsibilities

  • Day to day case management
  • Escalation management – responding to various issues/complaints received from the client and working with the relevant internal teams to ensure measures are put in place to resolve root cause and mitigate repeat of the problem
  • Preparation of reporting cycles (weekly/monthly/quarterly)
  • Support to Supplier Management relation
  • Maintaining Risk Logs
  • Regular calls with the client (weekly/fortnightly/ad hoc)
  • Project work – collaborate with various other departments across the business to meet project deadlines
  • Ensuring all Client Requirement Matrix/ Client Factsheet's are kept up to date
  • Suggesting and creating bespoke reporting to match needs of a client's program
  • Identify the potential upselling & cross selling opportunity and utilize virtual meeting to progress the selling process to closure of SMB new and upselling opportunities effectively
  • Any other duties related to the management of the account

Qualifications:

Education:
  • Bachelor's Degree preferred or equivalent work experience

Experience:

The successful candidate will have experience within Account Management/Sales/Customer Service environment. Experienced in working to targets and adhering to service level agreements, the ideal candidate will be strong in developing and communicating practical plans to increase client satisfaction in increase profitability. The ideal candidate should have a proven track record of successful account management including:
  • Ability to understand the needs/pain points of current and potential clients, showing empathy and winning their trust
  • Excellent communication, presentation, and analytical skills
  • A clear and persuasive communicator, able to hold the interest of listeners at all levels
  • Effective time management
  • Able to plan, organize and prioritize a high level of work
  • Proficiency in working in a Microsoft Office environment, including Excel, PowerPoint and Word, and Salesforce or any CRM software used

Other Knowledge, Skills, Abilities or Certifications:

The ideal candidate should have the following personal attributes and skills:
  • Strong client focus
  • Eager to learn and develop a successful career within the business
  • Collaborates positively within and across teams
  • Able to create and maintain strong business relationships
  • Ability to conduct compelling demo and presentation
  • Outside-In Thinking: Ability to understand the client perspective and to proactively identify and develop solutions
  • Self-directed and motivated
  • Demonstrate integrity in challenging situations
  • Proficiency in all Microsoft Office applications and Salesforce or equivalent CRM software
  • Ability to work productively from a remote location, but must be residing in the Philippines

United States Equal Opportunity Employment:

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.

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H4pfNvEkuO Seniority level
  • Seniority level Mid-Senior level
Employment type
  • Employment type Full-time
Job function
  • Industries Internet Publishing
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