Client Success Specialist

2 weeks ago

Cebu City, Central Visayas, Philippines Outsourced Full time
About Us

We are a leading Philippines outsourcing company providing dedicated remote staff and offshore staffing services. Our team consists of high-quality staff who consistently deliver exceptional results, offering benchmark offshore solutions to businesses.

About the Role

This position involves working as a Client Relationship Manager within our CX Client Success Team, exclusively focused on VIP clients. The primary objective is to identify upsell opportunities and drive business expansion by collaborating closely with clients, ensuring tailored solutions meet their evolving needs while maximising satisfaction and success.

Main Responsibilities:
  • Serve as the main point of contact for VIP clients, fostering strong relationships and ensuring their business needs are met.
  • Identify and pursue upsell opportunities within existing VIP client accounts to drive revenue growth.
  • Develop customized strategies to help clients expand their teams or add additional services from Outsourced.
  • Collaborate with the Client Success Team and internal departments to ensure a seamless client experience and delivery of top-tier service.
  • Regularly assess client needs and provide proactive solutions to enhance their experience and satisfaction with Outsourced's services.
  • Present quarterly business reviews and growth plans to VIP clients, outlining performance, achievements, and future opportunities.
  • Maintain a deep understanding of Outsourced's service offerings to effectively communicate value and tailor proposals for upsell opportunities.
  • Monitor client satisfaction and retention, addressing concerns quickly and efficiently to maintain positive client relationships.
  • Work with the sales and marketing teams to ensure alignment on client goals and growth opportunities.
Client Engagement:
  • Act as the primary point of contact for assigned clients, fostering strong relationships through proactive communication.
  • Conduct onboarding sessions for new clients ensuring seamless integration into services and company processes.
  • Schedule and manage periodic calls, including onboarding and regular follow-ups, ensuring open channels of communication to assess needs and satisfaction.
  • Organize and lead monthly and quarterly business reviews (MBRs/QBRs) to provide performance updates, review goals, and gather client feedback.
  • Document client interactions, feedback, and progress in CRM systems to maintain comprehensive records and action plans.
Relationship Management:
  • Build and maintain positive, long-term client relationships by acting as a trusted advisor.
  • Regularly assess client satisfaction levels and respond promptly to concerns, resolving issues before they escalate.
  • Work collaboratively with internal teams, including HR, recruitment, and operations, to align service offerings with client goals and expectations.
  • Tailor service offerings and solutions to meet each client's specific business needs, ensuring alignment with their objectives.
  • Provide insights and recommendations to clients on optimising their engagement with services to maximise value.
Retention and Growth:
  • Monitor and improve key client metrics such as Customer Satisfaction (CSAT) and Net Promoter Score (NPS).
  • Develop retention strategies to ensure client satisfaction and long-term engagement, identifying early warning signs of dissatisfaction or churn.
  • Identify opportunities for growth within existing accounts, offering additional services or solutions that match clients' evolving needs.
  • Proactively manage contract renewals and ensure high client retention through regular engagements, business reviews, and presenting value-added services.
  • Collaborate with the sales team to support account expansion, including upselling and cross-selling opportunities.

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