Senior Customer Success Specialist

19 hours ago

Batangas, Calabarzon, Philippines beBeeCustomerSuccess Full time ₱30,000 - ₱50,000
Customer Success Specialist Role

The Customer Success Specialist plays a pivotal role in ensuring clients achieve their desired outcomes while utilizing our services. This entails leading new client onboarding, proactively managing client relationships to guarantee satisfaction and growth, and efficiently handling various client requests and support needs.

Key Responsibilities:
  • New Customer Onboarding:
    • Oversee the 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.
  • Client Success Management:
    • Align internal teams and VAs for seamless service delivery.
    • 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 stakeholders.
    • Track project plan targets and milestones.
    • Identify potential client business growth opportunities and suggest additional services.
    • Coordinate training for VAs supporting clients if knowledge gaps are identified.
    • Organize client surveys and health check meetings.
    • Handle client 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 client 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)
  • This role is focused on proactive client relationship management, onboarding, and ensuring long-term client satisfaction and growth.
  • This position requires expertise in 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.
Requirements:
  • College Graduate preferred.
  • Must be fluent in English (speaking and writing).
  • Minimum 1-2 years work experience in Customer Service or Client Handling roles via Chat, Email, and Calls.
  • Strong experience and proficiency 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.

Note: Mobile phones or tablets are not accepted for this role.

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