Proactive Client Manager

2 weeks ago

Manila, National Capital Region, Philippines beBeeBusinessDevelopment Full time ₱800,000 - ₱1,200,000
Customer Success Role

The Customer Success position is a crucial part of our organization, responsible for ensuring clients achieve their desired outcomes through our services. This involves guiding new client onboarding, proactively managing client relationships to guarantee satisfaction and growth, and efficiently handling various client requests and support needs.

Main Responsibilities:
  • New Client Onboarding:
    • Lead the core internal team to prepare for client launch meetings.
    • Review client requirement lists and manage clarification issues.
    • Ensure all relevant data, including KYC and customer profiles, is prepared for launch.
    • Categorize and classify customers (e.g., VIP levels).
    • Manage set expectations and create work plans with clients, including milestones and target dates for projects.
  • Client Success Management:
    • Ensure internal teams and VAs are aligned for seamless service delivery, especially when multiple VAs are supporting a client.
    • Conduct regular client 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 VAs 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 VAs in case of VA 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 VAs.
    • Manage requests for upskilling of VAs.
    • Coordinate changes in schedule or hours as requested by clients.
    Key Qualifications:
    • College Graduate, preferred.
    • Must be fluent in English (speaking and in writing).
    • Must have at least a minimum of 1-2 years work experience in a Customer Service or Client Handling role via Chat, Email, and Calls.
    • Must have strong experience and be proficient in Client-Facing roles.
    • Good time-management skills.
    • Available for a full-time job.
    • Willingness to undergo training and adapt to new processes.

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