Customer Success Professional

6 days ago

Dasmariñas, Calabarzon, Philippines beBeecustomer Full time ₱4,000,000 - ₱6,000,000
Customer Success Strategist

To achieve desired outcomes for clients, we need a skilled Customer Success Strategist who can lead onboarding, proactively manage client relationships, and handle requests and support needs.

Key Responsibilities:
  • New Customer Onboarding:
    • Lead the internal team to prepare for client kick-off meetings.
    • Review client requirement lists and clarify issues.
    • Prepare relevant data and categorize customers.
    • Manage expectations and create work plans with customers.
  • Customer Success Management:
    • Align internal teams and VAs for seamless service delivery.
    • Conduct regular customer health checks and follow-ups.
    • Facilitate internal team meetings to review client status.
    • Identify and manage risks, apply action plans, and notify stakeholders.
    • Track project plan targets and milestones.
    • Identify business growth opportunities and suggest additional services.
    • Coordinate training for VAs if knowledge gaps are identified.
    • Organize customer surveys and health check meetings.
    • Handle complaints and resolve problems.
    • Manage holiday greetings and communications for clients.
    • Identify future re-opening opportunities at the end of a contract.
    • Ensure a smooth transition to replacement VAs.
    • Manage escalation paths for critical client issues.
  • Client Requests & Support:
    • Handle new requirements or additional support requests.
    • Coordinate new service requests, including additional VAs.
    • Manage upskilling of VAs and schedule changes.
Line of Business (LOB):
  • Customer Success Virtual Assistance, focused on proactive relationship management, onboarding, and ensuring long-term client satisfaction and growth.
  • Specialized in Client Onboarding, Relationship Management, Risk Mitigation, Growth Identification, Training Coordination, Complaint Resolution, Contract Management.
  • Focus Areas: Leading onboarding, monitoring client health, identifying growth opportunities, managing expectations, and ensuring smooth transitions.

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