Senior Client Experience Specialist

2 days ago

Taguig, National Capital Region, Philippines beBeeClientSuccess Full time ₱800,000 - ₱1,210,000

The Client Success Coordinator is a vital position within our organization, responsible for delivering exceptional client experiences. This role involves overseeing the onboarding process to ensure seamless integration and quality assurance.

Key Responsibilities
  • Client Onboarding & Integration:
    • Lead a thorough onboarding process, setting clear expectations and ensuring alignment on goals and deliverables.
    • Conduct regular onboarding meetings to introduce key team members, review strategy, and outline timelines.
    • Monitor client engagement during the onboarding phase, addressing any concerns and ensuring a smooth transition into ongoing services.
  • Strategic Direction and Analysis
    • Gain a deep understanding of each client's business needs and requirements to tailor service plans and marketing strategies accordingly.
    • This role requires strong analytical skills to interpret common KPIs and accurately relay information to clients through frequent updates and reports.
    • Develop meaningful conversations with clients regarding strategic direction and resource allocation for their campaigns.
  • Quality Assurance & Service Fulfillment:
    • Ensure all deliverables meet our high-quality standards before being sent to clients.
    • Identify and address any service gaps to guarantee that clients receive all promised services on time and at the highest quality.
    • Collaborate with internal teams to streamline workflows and improve service efficiency.
  • Client Relationship Management & Communication:
    • Establish regular check-ins and strategy meetings to review progress, gather feedback, and ensure client satisfaction.
    • Serve as the client's advocate within our organization, addressing concerns and troubleshooting challenges to enhance the client experience.
  • Retention & Growth:
    • Proactively identify opportunities for account growth, renewals, and additional services that align with client needs.
    • Work closely with sales and marketing teams to ensure a seamless transition between new business acquisition and client success.
Day-to-Day Responsibilities
  • Establish a consistent cadence for check-ins with all Paid Ads Clients (Minimum once a week).
  • Build out ads and load them into Meta for strategists to take over.
  • Maintain departmental organization by providing updates and outstanding tasks.
  • Onboard all Paid Ads Clients and assign applicable parties to their dedicated tasks.
  • Hold the team and client accountable in an 80/20 capacity.
  • Project manage for all existing and new Performance Related Services.
  • Troubleshoot client issues and concerns.

This role requires strong organizational skills with the ability to manage multiple clients and projects, excellent communication and relationship-building skills, problem-solving mindset with a proactive approach to client needs, and familiarity with social media, content marketing, and digital marketing strategies.

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