Customer Success Representative

6 days ago

Dumaguete, Central Visayas, Philippines beBeeClientSuccess Full time ₱1,500,000 - ₱2,500,000
Job Title

We are seeking a skilled Customer Success Specialist to join our team.

Job Description

As a key member of our team, you will be responsible for ensuring our clients achieve their desired outcomes while using 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
  1. 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.
Customer Success Management:
  • Ensure internal teams and VAs are aligned for seamless service delivery, especially when multiple VAs 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 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.
  • Handle customer 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 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, focused on proactive client relationship management, onboarding, and ensuring long-term client satisfaction and growth.
  • Specialized in (e.g., Client Onboarding, Relationship Management, Risk Mitigation, Growth Identification, Training Coordination, Complaint Resolution, Contract Management)
  • Focus Areas:
    • Leading the seamless onboarding of new clients.
    • Continuously monitoring client health and satisfaction.
    • Identifying and driving opportunities for client business growth.
    • Managing client expectations, issues, and requests effectively.
    • Ensuring smooth transitions for VAs and client engagements.
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.
System Requirements

Main Device:

  • Processor: Core i3 or Ryzen 3 and above (5th Gen) or AMD equivalent.
  • RAM: 8 GB and above.
  • Storage: 112 GB.
  • Internet Connectivity: 20 MBPS and above (both for Download and Upload Speed).

Backup Device:

  • Processor: Core i3 or Ryzen 3 and above (5th Gen) or AMD equivalent.
  • RAM: 4 GB.
  • Storage: 112 GB.
  • Internet Connectivity: 10 MBPS.

The use of mobile phones or tablets is not accepted for this role.

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