Customer Partnership Specialist

4 hours ago

Las Piñas, National Capital Region, Philippines beBeeSuccess Full time ₱1,500,000 - ₱2,000,000
Job Title: Customer Success Manager

We are seeking a highly skilled and experienced Customer Success professional to join our team. As a Customer Success Manager, you will be responsible for ensuring our clients achieve their desired outcomes while using our services.

This involves leading new customer onboarding, proactively managing client relationships to ensure satisfaction and growth, and efficiently handling various client requests and support needs.

Your role is crucial in fostering long-term client partnerships and identifying opportunities for mutual success.

Key Responsibilities:
  • New Customer Onboarding:
    • Lead the core internal team to prepare for client kick-off meetings
    • Review client requirement lists and manage clarification issues
    • Ensure all relevant data, including KYC and customer profiles, is prepared for kick-off
    • Categorize and classify customers (e.g., VIP levels)
    • Manage set expectations and create work plans with customers, including milestones and target dates for projects
  • Customer Success Management:
    • Ensure internal teams and VAs are aligned for seamless service delivery, especially when multiple VAs are supporting a client
    • Conduct regular customer health checks and follow-ups
    • Facilitate internal team recurring meetings to review client status
    • Identify and manage risks and gaps, applying action plans for corrective actions and notifying relevant stakeholders
    • Track project plan targets and milestones
    • Identify potential customer business growth opportunities and suggest additional services
    • Coordinate relevant training for VAs supporting customers if knowledge gaps are identified
    • Organize customer surveys and health check meetings
    • Handle customer complaints and lead the core team to resolve problems
    • Manage holiday greetings, promotions, and course communications for clients
    • Identify potential future re-opening opportunities at the end of a contract
    • Ensure a smooth transition to replacement VAs in case of VA resignations
    • Manage escalation paths for critical client issues
  • Client Requests & Support:
    • Handle new customer requirements or additional support requests
    • Coordinate new service requests, including the provision of additional VAs
    • Manage requests for upskilling of VAs
    • Coordinate changes in schedule or hours as requested by clients

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