Customer Experience Strategist

12 hours ago

Mandaue City, Central Visayas, Philippines beBeeCustomerSuccess Full time ₱2,500,000 - ₱5,000,000

Job Overview:

We are seeking an experienced Customer Success professional to join our team. In this role, you will play a crucial part in ensuring clients achieve their desired outcomes while using our services.

This involves leading the seamless onboarding of new clients, proactively managing client relationships to ensure satisfaction and growth, and efficiently handling various client requests and support needs.

Your role is vital in fostering long-term client partnerships and identifying opportunities for mutual success.

Main Responsibilities:

  1. New Customer Onboarding:
    1. Lead the core internal team to prepare for client kick-off meetings.
    2. Review client requirement lists and manage clarification issues.
    3. Ensure all relevant data, including KYC and customer profiles, is prepared for kick-off.
    4. Categorize and classify customers (e.g., VIP levels).
    5. Manage set expectations and create work plans with customers, including milestones and target dates for projects.
  2. Customer Success Management:
    1. Ensure internal teams and VAs are aligned for seamless service delivery, especially when multiple VAs are supporting a client.
    2. Conduct regular customer health checks and follow-ups.
    3. Facilitate internal team recurring meetings to review client status.
    4. Identify and manage risks and gaps, applying action plans for corrective actions and notifying relevant stakeholders.
    5. Track project plan targets and milestones.
    6. Identify potential customer business growth opportunities and suggest additional services.
    7. Coordinate relevant training for VAs supporting customers if knowledge gaps are identified.
    8. Organize customer surveys and health check meetings.
    9. Handle customer complaints and lead the core team to resolve problems.
    10. Manage holiday greetings, promotions, and course communications for clients.
    11. Identify potential future re-opening opportunities at the end of a contract.
    12. Ensure a smooth transition to replacement VAs in case of VA resignations.
    13. Manage escalation paths for critical client issues.
  3. Client Requests & Support:
    1. Handle new customer requirements or additional support requests.
    2. Coordinate new service requests, including the provision of additional VAs.
    3. Manage requests for upskilling of VAs.
    4. Coordinate changes in schedule or hours as requested by clients.

Key Skills & Qualifications:

  • Bachelor's degree preferred
  • Must be fluent in English (speaking and writing).
  • Must have at least 1-2 years' experience in a Customer Service or Client Handling role via Chat, Email, and Calls.
  • Must have strong experience and be proficient in Client-Facing roles.
  • Good time-management skills.
  • Available for a full-time job.
  • Willingness to undergo training and adapt to new processes.

Benefits:

This role offers a unique opportunity to grow your career in a dynamic and supportive environment.

We offer a competitive salary, comprehensive benefits package, and ongoing training and development opportunities.

You will have the chance to work with a talented team, learn from industry experts, and contribute to our mission of delivering exceptional client experiences.

About Us:

We are a forward-thinking organization dedicated to providing innovative solutions that drive business success.

Our values include teamwork, customer-centricity, and a passion for excellence.

We believe in empowering our employees to reach their full potential and making a positive impact in our community.

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