Customer Account Specialist

4 days ago

Pasig, National Capital Region, Philippines beBeeCustomer Full time $60,000 - $90,000

The Role: Customer Account Specialist

Job DescriptionWe are seeking a highly skilled professional to join our team as a Customer Account Specialist. In this role, you will be responsible for managing customer accounts, addressing inquiries and concerns, collaborating with cross-functional teams, and maintaining customer data within our Customer Success Platform.

Main Responsibilities:

  • Manage a rotating queue of customer accounts, ensuring timely communication and resolution of issues.
  • Address customer inquiries, concerns, and escalations in a professional manner, providing timely follow-up and updates.
  • Collaborate with near-shore, in-region Customer Success Managers, Professional Services, Support, Product, and Sales teams to resolve customer issues and provide timely communication.
  • Maintain accurate and up-to-date customer data, including but not limited to customer interactions, renewal dates, annual recurring revenue, and customer health risks within the Customer Success Platform.
  • Participate in team meetings, contributing to continuous improvement by sharing customer insights, process improvements, and collaborating with CSMs to identify opportunities for improving the customer experience.
  • Assist Customer Success Managers in ongoing customer account activities, account data management, and providing day-to-day operational support across various touchpoints to ensure a seamless and consistent customer experience.

Key Qualifications

  • Strong written and verbal communication skills in English, with the ability to articulate complex ideas clearly and concisely.
  • Self-motivated with the ability to work independently, manage time efficiently, and prioritize tasks effectively.
  • Disciplined in following processes, procedures, and adhering to guidelines and expectations.
  • Ability to identify potential risks and mitigate customer challenges through timely communication and follow-up.
  • Familiarity with Customer Success Platforms (CSP) and other customer success management tools to streamline operations and improve outcomes.
  • Demonstrated competency with common technology and technical concepts, including but not limited to Google Suite, CSP, Salesforce, Jira.

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