Customer Experience Manager

1 week ago

Barcelona, Philippines beBeeCustomerSuccess Full time ₱597,594 - ₱1,147,108
Job Description

Our ideal candidate will be responsible for ensuring clients achieve their desired outcomes while using our services. This involves leading new client onboarding, proactively managing client relationships to ensure satisfaction and growth, and efficiently handling various client requests and support needs.

As a key member of our team, you will play a crucial role in fostering long-term client partnerships and identifying opportunities for mutual success.

Key Responsibilities:
  • New Client Onboarding:
    • Lead the core internal team to prepare for client kickoff meetings.
    • Review client requirement lists and manage clarification issues.
    • Ensure all relevant data, including KYC and client profiles, is prepared for kickoff.
    • Categorize and classify clients (e.g., VIP levels).
    • Manage set expectations and create work plans with clients, including milestones and target dates for projects.
  • Client Success Management:
    • Ensure internal teams and VAs are aligned for seamless service delivery, especially when multiple VAs are supporting a client.
    • Conduct regular client 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 client business growth opportunities and suggest additional services.
    • Coordinate relevant training for VAs supporting clients if knowledge gaps are identified.
    • Organize client surveys and health check meetings.
    • Handle client 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 client 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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