Customer Success Professional

6 days ago

Rizal, Philippines beBeeCustomerSuccess Full time ₱2,500,000 - ₱3,500,000
About the Role

We are seeking a dedicated Customer Success professional to ensure our clients achieve their desired outcomes.

  • New Client Onboarding:
    • Lead a core internal team to prepare for client kickoff meetings.
    • Review client requirement lists and manage clarification issues.
    • Evaluate all relevant data, including KYC and customer profiles, for kick-off preparation.
    • Categorize and classify customers based on VIP levels.
    • Develop work plans with customers, including milestones and target dates for projects.
  • Customer Success Management:
    • Align internal teams and VAs for seamless service delivery, especially when multiple VAs support 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, implementing corrective actions and notifying relevant stakeholders.
    • Track project plan targets and milestones.
    • Recognize potential customer business growth opportunities and suggest additional services.
    • Coordinate relevant training for VAs supporting customers if knowledge gaps are identified.
    • Organize customer surveys and health check meetings.
    • Resolve customer complaints by leading the core team.
    • 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.
    • Establish escalation paths for critical client issues.
  • Client Requests & Support:
    • Handle new customer 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.
    Line of Business (LOB)
    • Customer Success Virtual Assistance focuses on proactive client relationship management, onboarding, and ensuring long-term client satisfaction and growth.
    • The role involves specialized skills in Client Onboarding, Relationship Management, Risk Mitigation, Growth Identification, Training Coordination, Complaint Resolution, and Contract Management.
    • Key Focus Areas:
      • Seamless New Client Onboarding.
      • Ongoing Monitoring of Client Health and Satisfaction.
      • Identifying Opportunities for Client Business Growth.
      • Effective Management of Client Expectations, Issues, and Requests.
      • Smooth Transitions for VAs and Client Engagements.
    Requirements
    • College Graduate preferred.
    • Fluent English communication and writing skills required.
    • Minimum 1-2 years experience in Customer Service or Client Handling roles via Chat, Email, and Calls.
    • Strong experience and proficiency in Client-Facing roles.
    • Good time-management skills.
    • Availability for a full-time job.
    • Willingness to undergo training and adapt to new processes.

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