Client Advocate for Enhanced User Experience

3 days ago

Pasig, National Capital Region, Philippines beBeeCustomerSuccess Full time $45,000 - $65,000

About the Role

">
  • ">
  • We are seeking a proactive and customer-focused professional to join our remote team in supporting Client Success Managers (CSMs) and enhancing the experience of our clients on our platform.">
">

Key Responsibilities

">
  • ">
  • CUSTOMER OUTREACH:">
    • ">
    • Conduct proactive outreach across a diverse client portfolio to ensure clients are fully functional on our platform.">
    • Gather Voice of Customer insights for future product updates.">
    ">
  • ACCOUNT MANAGEMENT & SUPPORT:">
    • ">
    • Independently manage communications and account needs for lower-tier and less complex accounts, ensuring each client feels supported and fully operational on the platform.">
    ">
  • ONBOARDING SUPPORT:">
    • ">
    • Support onboarding for new clients, which includes account setup, delivering introductory training, and addressing initial troubleshooting inquiries.">
    • Over time, handle end-user onboarding independently, allowing CSMs to focus on executive stakeholders.">
    ">
  • AFFILIATE OUTREACH & SALES ASSISTANCE:">
    • ">
    • Collaborate with CSMs to support day-to-day account activities such as user outreach, growing share of wallet, capturing client feedback for platform improvements, and addressing client needs by directing them to the appropriate support channel.">
    • Identify potential sales leads through client interactions, supporting sales initiatives by identifying affiliate outreach and other strategies.">
    ">
  • CUSTOMER ENGAGEMENT TRACKING:">
    • ">
    • Monitor platform usage to identify any issues or improvement opportunities, working closely with CSMs to address these and promote client engagement.">
    ">
  • PRESENTATION PREPARATION:">
    • ">
    • Assist in creating quarterly business review (QBR) presentations for CSMs by developing Google Slide/PowerPoint decks, highlighting client health/engagement scores, emerging trends, and the value clients gain from our platform.">
    ">
  • CLIENT SUPPORT:">
    • ">
    • Serve as an initial point of contact for client inquiries, escalating complex issues to CSMs or other teams as necessary to ensure timely and effective resolution.">
    ">

Qualifications:

">
  • ">
  • Proven experience in customer support, account management, or a similar role.">
  • Strong organizational skills with a detail-oriented approach.">
  • Excellent communication and interpersonal skills, especially for remote interaction with diverse clients.">
  • Proficiency with CRM software and Google Workspace, and Microsoft Office.">
  • Familiarity with data analysis tools (e.g., Tableau) is a plus.">
  • Ability to work collaboratively in a remote, team-oriented environment across time zones.">
"]},

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