Achieving Client Success

2 days ago

Lipa City, Calabarzon, Philippines beBeeCustomerSuccess Full time ₱800,000 - ₱1,000,000
Job Title:

Key Account Manager

About the Role:

This is a Customer Success role that involves ensuring our clients achieve their desired outcomes while using our services. The successful candidate 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.

Responsibilities:
  • New Customer Onboarding:
    • Lead internal teams in preparing for client kick-off meetings.
    • Review client requirement lists and clarify any issues.
    • Ensure all relevant data is prepared for kick-off.
    • Categorize and classify customers based on their requirements.
    • Create work plans with customers, including milestones and target dates for projects.
  • Customer Success Management:
    • Align internal teams and VAs for seamless service delivery.
    • Conduct regular customer health checks and follow-ups.
    • Facilitate recurring team meetings to review client status.
    • Identify and manage risks and gaps, applying corrective action plans and notifying stakeholders.
    • Track project targets and milestones.
    • Suggest additional services to identify potential business growth opportunities.
    • Coordinate training for VAs if knowledge gaps are identified.
    • Organize customer surveys and health check meetings.
    • Handle customer 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 contract end.
    • Ensure smooth transitions to replacement VAs in case of VA resignations.
    • Establish escalation paths for critical client issues.
  • Client Requests & Support:
    • Handle new customer requirements or additional support requests.
    • Coordinate new service requests, including provision of additional VAs.
    • Manage requests for upskilling of VAs.
    • Coordinate changes in schedule or hours as requested by clients.
    Required Skills and Qualifications:
    • College Graduate, preferred.
    • Must be fluent in English (speaking and writing).
    • Must have at least 1-2 years work experience in a Customer Service or Client Handling role 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.
    Benefits:

We offer a dynamic work environment, opportunities for growth and development, and a competitive salary package.

Others:

Please note that we do not mention company budgets in this job description.

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