US Client Success Specialist

2 months ago


Manila, National Capital Region, Philippines PENBROTHERS Full time

What's the scoop?

As the Client Engagement Associate, you will serve as a trusted advisor to our clients, ensuring they realize the maximum return on their investment and understand how to use our platform to drive marketing decisions. The role focuses on user training, support case management, client relationship management, and monitoring platform operations and usage. This position is part of our partner's Client Engagement team, requiring initiative, a commitment to exceeding expectations, a passion for continuous improvement, and a strong work ethic.

Join the ride and find out why we're the 2023 Philippines' Fastest Growing Offshore Staffing Company and Great Place to Work Certified


What you'll do

Develop a complete understanding of our partner's platform and data relationships in order to assist users with troubleshooting and gaining maximum value from the Platform.Provide support, training and daily operations for client users and their vendor partners.Perform ad hoc data analysis, research and QA as required to ensure data integrity and resolve existing or potential data issues.Identify value-added processes and areas of improvement based on client feedback and translate those into actionable steps for development and implementation.Proactively communicate with users through email and cloud-based conferencing to cultivate value-based relationships with clients and other stakeholders.Support Senior Client Engagement team members and key client contacts with weekly status meetings, resource development and ad hoc requests.Maintain documentation of reporting data logic, new developments in the Platform and user accounts.
What You Bring
Bachelor's degree in Business Administration, Marketing, Communications, or a related field.At least 1-3 years of experience in a client-facing role, preferably in client success, account management, or customer support, ideally within the digital marketing industry.Must be a self-starter and willing to take the initiative to learn how the application is designed and used by the clients.Must be able to think like a client system user. Key to this qualification is being able to effectively support and train users in everything that has to offer and anticipate future needs.Exceptional ability to go through our internal training sessions and learn the platform from a user and marketer's perspective.Strong communications skills — both written and verbal — and the ability to work well with an internal team.Must be detail oriented, committed to quality, and client focused, all while being flexible and entrepreneurial in a fast-paced international work environment.Exceptional project management, analytical and problem-solving skills, and experience applying these skills to resolve application design considerations and client business issues.A strong working knowledge of MS Office (Excel, Word, and PowerPoint) is essential. An ability to quickly learn software programs is a major plus.

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