Chief Client Experience Officer

8 hours ago

Cebu City, Central Visayas, Philippines beBeeCustomerAdvocate Full time ₱1,060,000 - ₱1,274,000
Job Overview

As a Customer Advocate, you will be responsible for ensuring our clients achieve their desired outcomes while utilizing 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.

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.
  • Client Success Management:
    • Ensure internal teams are aligned for seamless service delivery, especially when multiple teams 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 client business growth opportunities and suggest additional services.
    • Coordinate relevant training for teams 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 teams in case of team 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 resources.
    • Manage requests for upskilling of teams.
    • Coordinate changes in schedule or hours as requested by clients.

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