Customer Success Business Development Specialist

13 hours ago

San Juan, National Capital Region, Philippines beBeeBusiness Full time ₱600,000 - ₱1,048,000
Customer Success Professional

We are seeking a seasoned professional to lead the onboarding process, proactively manage client relationships, and drive business growth. This involves overseeing new customer introductions, ensuring seamless service delivery, and continuously monitoring client satisfaction and needs.

Main Responsibilities
  • New Customer Onboarding:
    • Coordinate with internal teams to prepare for client kick-off meetings, review requirements, and manage clarification issues.
    • Ensure all relevant data is prepared for kick-off, including KYC and customer profiles.
    • Categorize and classify customers based on their VIP levels.
    • Create work plans with customers, outlining milestones and target dates for projects.
  • Customer Success Management:
    • Align internal teams and VAs to ensure seamless service delivery, particularly when supporting multiple clients.
    • Regularly assess client health and satisfaction, conducting follow-up sessions as needed.
    • Facilitate internal team meetings to review client progress.
    • Identify and mitigate risks, implementing corrective actions and notifying relevant stakeholders.
    • Track project plan targets and milestones.
    • Discover opportunities for business growth and suggest additional services to clients.
    • Provide training for VAs supporting clients, addressing knowledge gaps as needed.
    • Organize client surveys and health check meetings.
    • Address customer complaints, leading the core team in resolving issues.
    • Manage holiday greetings, promotions, and course communications for clients.
    • Identify potential future re-engagement opportunities at the end of contracts.
    • Ensure smooth transitions to replacement VAs in case of VA resignations.
    • Establish escalation paths for critical client issues.
  • Client Requests & Support:
    • Respond to new customer requirements or additional support requests.
    • Coordinate new service requests, including the provision of additional VAs.
    • Manage upskilling requests for VAs.
    • Coordinate changes in schedule or hours as requested by clients.
Key Focus Areas:
  • Streamlining the onboarding process for new clients.
  • Monitoring client health and satisfaction.
  • Driving business growth opportunities for clients.
  • Managing client expectations, issues, and requests effectively.
  • Ensuring smooth transitions for VAs and client engagements.
Line of Business (LOB):
  • Customer Success Virtual Assistance, focusing on proactive relationship management, onboarding, and long-term client satisfaction and growth.
  • Specialized in areas like Client Onboarding, Relationship Management, Risk Mitigation, Growth Identification, Training Coordination, Complaint Resolution, Contract Management.

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