Senior Client Relationship Manager

15 hours ago

Iloilo City, Western Visayas, Philippines beBeeCustomerSuccess Full time ₱360,000 - ₱540,000
Job Overview:

We are seeking a Customer Success professional to join our team. As a representative, you will be responsible for ensuring clients achieve desired outcomes while using our services.

Key Responsibilities:
  • New Customer Onboarding:
    • Lead the internal team to prepare for client kick-off meetings.
    • Review client requirement lists and manage clarification issues.
    • Ensure all relevant data is prepared for kick-off.
    • Categorize and classify customers.
    • Manage set expectations and create work plans with customers.
  • Customer Success Management:
    • Align internal teams for seamless service delivery.
    • Conduct regular customer health checks and follow-ups.
    • Facilitate internal team recurring meetings to review client status.
    • Identify and manage risks and gaps.
    • Track project plan targets and milestones.
    • Identify potential customer business growth opportunities.
    • Coordinate training for VAs supporting customers.
    • Organize customer surveys and health check meetings.
    • Handle customer complaints and resolve problems.
    • Manage holiday greetings, promotions, and course communications.
    • Identify potential future re-opening opportunities.
    • Ensure a smooth transition to replacement VAs.
    • Manage escalation paths for critical client issues.
  • Client Requests & Support:
    • Handle new customer requirements or additional support requests.
    • Coordinate new service requests.
    • Manage requests for upskilling of VAs.
    • Coordinate changes in schedule or hours as requested by clients.
Benefits:
  • Proactive client relationship management.
  • Onboarding and ensuring long-term client satisfaction and growth.
Requirements:
  • Leading the seamless onboarding of new clients.
  • Monitoring client health and satisfaction.
  • Identifying and driving opportunities for client business growth.
  • Managing client expectations, issues, and requests effectively.
  • Ensuring smooth transitions for VAs and client engagements.

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