Senior Account Growth Specialist

6 days ago

Taguig, National Capital Region, Philippines beBeeCustomerSuccess Full time ₱700,000 - ₱1,000,000

We are seeking a solution-driven individual who has a passion for customer satisfaction, growth, and success. The role of Customer Success Manager involves acting as a trusted consultant to our clients, ensuring their success with our software and services.

The goal is to increase value, retention, customer satisfaction, and ultimately revenue through expanded use of the Wing platform.

- You are a passionate people-person who loves building relationships with team members and customers

You are a customer-focused professional who understands how to create value for clients.

- You accept the challenge of ensuring that our clients remain happy while also increasing revenue

- You enjoy identifying goals, breaking them down, and figuring out how to reach them

- You are forward-looking and continuously strategize on where to find growth opportunities in client accounts

- You are dedicated to customer success and go above what's required to promote customer satisfactionYou have strong technical skills, including using computers, scheduling, running online web meetings, writing emails, and representing yourself warmly, professionally, calmly, and authoritatively over video and audio calls

- You are able to think on your feet and rapidly come up with, articulate, and direct solutions to client issues that arise

- You are friendly, empathetic, a good listener, and have strong English communication skills, with the ability to communicate confidently with business owners and CEOs

Responsibilities:

- Serve as the primary contact post-sales by conducting a thorough customer onboarding and education process, taking full ownership of account health post-implementation

- Prepares the account to be billable by ensuring the client successfully starts with our service, introducing them to their assistant, ensuring they have access to the Wing platform, and prompting them to delegate their first task

- Builds a goal plan for the client, focused on short and long-term goals towards growth, and identifies ways Wing can support those goals

- Proactively manage the relationship between virtual assistants and assigned clients during and post-onboarding, including periodic email check-ins, ad-hoc phone/conference calls/texts, and monitoring customer usage using our proprietary web tool

- Manage all inbound client communications by organizing/escalating and resolving issues appropriately, including assistant quality, staff replacement, billing, sales, and technical inquiries

- Understand Wing's offerings and the value we provide for each industry and communicate it clearly to clients to promote engagement and potential upgrades

Preferred Qualifications:

- A Bachelor's degree or higher

- Excellent written and spoken English communication skills

- At least a year of experience in client relationship management and/or project management is a must

- Experience with process implementation is preferred but not required

- Comfortable with Mac, Windows, Chrome, iOS, Android, and video call communication tools

- Understanding of online software (SaaS) services and technology-based solutions

- Ability to persuade or negotiate appropriately

Benefits:

- Fast, reliable internet connection and electricity

- Professional microphone headset or functional computer microphone equivalent

- Clean and professional background/audio environment for video calls

- Performance bonus

- Opportunity to network with executives at a growing company

- Remote work-friendly environment with avenues for rapid promotion and salary increases

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