Key Account Manager

23 hours ago

Tarlac City, Central Luzon, Philippines beBeeCustomerSuccess Full time ₱1,200,000 - ₱1,500,000
Job Role

We are seeking an accomplished Client Advocate to play a pivotal role in our clients' success journey. This entails leading the onboarding process, proactively managing client relationships, and efficiently addressing their various needs and requests.

Main Responsibilities
  • New Client Onboarding:
    • Lead internal teams to prepare for client meetings.
    • Review client requirements and manage clarification issues.
    • Ensure all necessary data is prepared for client onboarding.
    • Categorize and classify customers based on their needs.
    • Establish clear expectations and work plans with clients, including milestones and target dates.
  • Client Success Management:
    • Energize internal teams and VAs for seamless service delivery, especially when multiple VAs support a client.
    • Conduct regular health checks and follow-ups with clients.
    • Foster collaboration among internal teams through recurring meetings to review client progress.
    • Identify risks and gaps, develop corrective action plans, and inform relevant stakeholders.
    • Track project targets and milestones.
    • Ideal opportunities for client business growth and suggest additional services.
    • Coordinate training for VAs supporting clients if knowledge gaps arise.
    • Organize surveys and health check meetings with clients.
    • Resolve customer complaints and lead the core team in problem-solving.
    • Manage holiday greetings, promotions, and course communications for clients.
    • Recognize potential future re-engagement opportunities at contract expiration.
    • Ensure smooth transitions to replacement VAs in case of VA resignations.
    • Define escalation paths for critical client issues.
  • Client Requests & Support:
    • Address new client requirements or additional support requests.
    • Coordinate new service requests, including providing additional VAs.
    • Manage requests for upskilling VAs.
    • Coordinate changes in schedule or hours as requested by clients.

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