Customer Success Team Lead

2 hours ago

Cavite City, Calabarzon, Philippines beBeeCustomerSuccess Full time ₱400,000 - ₱550,000
Customer Success Manager

The Customer Success role is critical in ensuring our clients achieve their desired outcomes while using our services. As a key member of our team, you will be responsible for leading new customer onboarding, proactively managing client relationships to ensure satisfaction and growth, and efficiently handling various client requests and support needs.

Key Responsibilities:
  • New Customer Onboarding:
    • Lead the internal team to prepare for client kick-off meetings, reviewing client requirement lists and managing clarification issues.
    • Evaluate all relevant data, including KYC and customer profiles, to prepare for kick-off.
    • Categorize and classify customers based on VIP levels, creating personalized work plans with milestones and target dates for projects.
  • Client Success Management:
    • Align internal teams and VAs for seamless service delivery, conducting regular customer health checks and follow-ups.
    • Foster open communication channels among internal teams and facilitate recurring meetings to review client status.
    • Identify potential business growth opportunities and suggest additional services to enhance client value.
    • Coordinate training for VAs supporting customers if knowledge gaps are identified, organizing surveys and health check meetings.
    • Address customer complaints promptly and lead the core team to resolve problems efficiently.
    • Manage holiday greetings, promotions, and course communications for clients.
  • Support Requests:
    • Handle new customer requirements or additional support requests, coordinating changes in schedule or hours as requested by clients.
    • Provision additional resources as needed, including providing upskilling opportunities for VAs.

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