Client Experience Manager

13 hours ago

Lipa City, Calabarzon, Philippines beBeeCustomerSuccess Full time ₱4,800,000 - ₱6,400,000

The role of a Customer Success Specialist is vital in ensuring clients receive top-notch service and support throughout their engagement with our organization. This proactive and enthusiastic professional will serve as the primary point of contact for clients, helping them achieve desired outcomes and providing project updates to foster long-term relationships.

Closely collaborating with cross-functional teams including engineering, sales, and project management, the Customer Success Specialist will facilitate smooth communication between the company and its clients, addressing their needs and concerns while driving retention.

Key Responsibilities:
  • Act as the primary point of contact for clients, ensuring their satisfaction and success throughout their journey with our organization.
  • Onboard new clients, educating them on our services, processes, and value propositions.
  • Build strong relationships by offering proactive support, regular check-ins, and clear communication about project timelines and updates.
  • Resolve client issues promptly through internal collaboration, such as engineering, sales, and project management.
  • Monitor client satisfaction through regular feedback collection and recommend service improvements.
  • Work with project managers to ensure timely and accurate delivery of client projects.
  • Communicate technical details clearly and guide clients through complex processes in simple language.
  • Prepare reports on customer feedback and project outcomes to identify trends and areas for improvement.
  • Identify opportunities to enhance the customer experience and develop strategies for customer retention and growth.
  • Provide technical and product support when necessary, ensuring clients' questions are addressed quickly and accurately.
Requirements:
  • Bachelor's degree in Business Administration, Communications, or a related field (or equivalent experience).
  • 3-5 years of experience in customer service, account management, or a client-facing role (construction or engineering experience is an asset).
  • Excellent verbal and written communication skills, able to explain technical concepts to non-technical clients.
  • Strong interpersonal skills to build and maintain positive client relationships.
  • Highly organized and detail-oriented, managing multiple tasks and projects simultaneously.
  • Problem-solving skills to handle challenging situations and resolve client issues effectively.
  • Proficiency with CRM software (e.g., Salesforce, HubSpot) and other customer success tools is beneficial.
  • A customer-first attitude and commitment to client satisfaction.

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