Senior Customer Relationship Manager

3 days ago

Manila, National Capital Region, Philippines beBeeAccount Full time $40,000 - $60,000

Job Opportunity: Client Account Specialist

Role Overview
  • This is a critical role that contributes to the growth and maintenance of existing client accounts.
  • The Client Account Specialist will be responsible for establishing and nurturing effective relationships with clients, promoting trust and respect in the process.

The ideal candidate will possess excellent communication skills, with the ability to effectively communicate with clients at all levels. They must also be able to work collaboratively as part of a team, providing exceptional service while meeting established service level agreements (SLAs).

Key Responsibilities
  1. Case Management: Timely resolution of customer inquiries within the Salesforce platform, ensuring adherence to set service standards.
  2. Salesforce Account Monitoring & Maintenance: Regularly monitor, update, and close Salesforce Accounts, Files, and/or Case records to ensure accuracy and compliance.
  3. Proactive Communication: Provide timely follow-up to customers regarding the status of their requests, maintaining transparency and building trust.
  4. Report Delivery & SLA Compliance: Ensure reports and information requests are delivered on time, aligning with set SLAs to meet business objectives.
  5. Collaboration with Sales Team: Identify and collaborate with sales representatives on leads to contribute to revenue generation and growth.
  6. Account Retention Management: Maintain account retention targets by fostering strong relationships with key decision-makers.
  7. Customer Feedback & Product Improvement: Gather firsthand customer insights and make recommendations for product enhancements.
  8. Relationship Development: Establish multi-level relationships with key decision-makers to secure retention and relationship stability.
  9. Product Expansion Proposals: Suggest additional products and services to expand the organization's footprint within existing accounts.

Additional responsibilities include demonstrating adaptability and willingness to support team objectives.

Requirements
  • Minimum 2 years of call center or related experience preferred.
  • Familiarity with productivity software, CRM systems, and other call center technologies desired.
  • Proven experience in case management or customer service roles.
  • Proficiency in Salesforce or similar CRM platforms required.

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