Customer Engagement Specialist

3 days ago

Manila, National Capital Region, Philippines beBeeSuccess Full time $50,000 - $75,000
Customer Success Associate

We are seeking a solution-driven individual who has a passion for customer happiness, technology, and growth.

The Customer Success Associate acts as a trusted consultant to our customers and is responsible for ensuring their success with our software & service. The end goal is to increase value, retention, customer satisfaction, and ultimately revenue through expanded use of the platform.

Responsibilities include building relationships with team members & customers, creating value for customers, and identifying goals, breaking them down, and figuring out how to reach them.

The ideal candidate will be forward-looking, able to strategize on where to find growth opportunities in accounts, and highly skilled at using technology, scheduling, running online web meetings, writing emails, and representing themselves warmly, professionally, calmly, and authoritatively over video and audio calls.

Key Responsibilities:

  • Become the primary contact post-sales, by conducting a thorough customer onboarding & customer education process and take full ownership of the account's health post-implementation.
  • Prepares the account to be billable by ensuring that the customer successfully starts with our service, through an introduction to their assistant, by ensuring the customer has access to the platform, and by prompting the customer to delegate their first task.
  • Builds a goal plan for the customer, focused on the short & long-term goals towards growth, and identifies ways the company can support those goals.
  • Proactively manages the relationship between virtual assistants and assigned clients both during & post-onboarding including: periodic email check-ins with customers, ad-hoc phone/conference calls/texts, and through actively checking-in with the virtual assistants, supervisors, and managers assigned to the account as well as to monitor customer usage using our proprietary web tool.
  • Manages all inbound customer communications by organizing/escalating & resolving issues appropriately including: assistant quality, staff replacement, billing, sales, and technical inquiries.
  • Understands the company's different offerings and the value that we provide for each industry through each vertical and communicates it clearly to customers as you grow their engagement in order to potentially promote upgrades, engage in upsells, and obtain customer referrals.

Qualifications:

  • A Bachelor's degree or higher.
  • Excellent written and spoken English communication skills.
  • At least a year of experience in client relationship management AND/OR project management is a MUST.
  • Experience with process implementation is preferable but not required.
  • Comfortable with Mac, Windows, Chrome, iOS, Android, and video call communication tools (Zoom, Google Meet, etc).
  • Understanding of online software (SaaS) services and/or technology-based solutions.
  • Understanding of goal development and implementation.
  • Positive attitude with the desire to contribute to the success of the company and the ability to remain professional while under pressure with customers.
  • Ability to use a variety of styles to persuade or negotiate appropriately.
  • Exceptional interpersonal skills.

Work Environment:

A fast-paced, people-focused company with a culture centered on community and personal growth. Remote work-friendly with opportunities for rapid promotion & salary increases as the company scales.

Some benefits include a performance bonus, the ability to network with executives at one of the fastest-growing companies in the US, and the opportunity to obtain knowledge about many industries simultaneously.

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