Client Support Liaison

2 days ago

Manila, National Capital Region, Philippines beBeeCustomerSuccess Full time ₱600,000 - ₱800,000

Job Title: Customer Success Specialist

 

Role Summary:

This role is vital to day-to-day account management, client communications, and overall customer satisfaction for low-touch and mid-tier clients.

Responsibilities:

  • Conduct proactive outreach across a diverse client portfolio to ensure clients are fully functional on our platform.
  • Gather Voice of Customer insights for future product updates.
  • Manage communications and account needs for lower-tier and less complex accounts, ensuring each client feels supported and fully operational on the platform.
  • Support onboarding for new clients, which includes account setup, delivering introductory training, and addressing initial troubleshooting inquiries.
  • Collaborate with CSMs to support day-to-day account activities such as user outreach, growing share of wallet, capturing client feedback for platform improvements, and addressing client needs by directing them to the appropriate support channel.
  • Monitor platform usage to identify any issues or improvement opportunities, working closely with CSMs to address these and promote client engagement.
  • Assist in creating quarterly business review (QBR) presentations for CSMs by developing Google Slide/PowerPoint decks, highlighting client health/engagement scores, emerging trends, and the value clients gain from our platform.
  • Serve as an initial point of contact for client inquiries, escalating complex issues to CSMs or other teams as necessary to ensure timely and effective resolution.
  • Identify potential sales leads through client interactions, supporting sales initiatives by identifying affiliate outreach and other strategies.

Qualifications:

  • Proven experience in customer support, account management, or a similar role.
  • Strong organizational skills with a detail-oriented approach.
  • Excellent communication and interpersonal skills, especially for remote interaction with diverse clients.
  • Proficiency with CRM software and Google Workspace, and Microsoft Office.
  • Familiarity with data analysis tools (e.g., Tableau) is a plus.
  • Ability to work collaboratively in a remote, team-oriented environment across time zones.

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