Client Experience Specialist

2 days ago

Manila, National Capital Region, Philippines inDinero Full time $70,000 - $120,000 per year

Job Summary

The Client Experience Specialist is responsible for the entire client lifecycle, from post-sale activities like quarterly business reviews and renewals to client health initiatives. Exceptional communication, project management, and customer service skills are essential to deliver consistently positive client experiences as a dedicated client partner.

Roles and Responsibilities

  • Serves as a strong advocate for our clients to ensure that Indinero maintains high customer satisfaction.
  • Responsible for client renewals, ensuring that customers are provided with and utilize renewal, upsell, and expansion opportunities.
  • Manages client information by preparing content and regularly updating CRM and project work items in Karbon and Hubspot.
  • Collaborates with colleagues to identify ways to continuously improve and streamline our services.
  • Drives progress toward business solutions that result in mutually beneficial outcomes for all parties involved.
  • Serves as an escalation point for challenges that impact customer success and retention rates, and effectively escalates them further to the Director of Client Success.
  • Collaborate with cross-functional teams to guarantee that customer needs are met or exceeded. This includes, but is not limited to, partnering with Sales and Service teams.
  • Identify creative solutions to both client and internal challenges and promote knowledge-sharing across all internal disciplines.
  • Serve as a strong advocate for a productive and empowering working environment.
  • Manage multiple projects simultaneously, ensuring robust integration across the organization.
  • Uphold a strong working knowledge of all services, consulting subject matter experts as needed.
  • Complete other duties as assigned by management.

Required/Demonstrated Skills:

  • Strong interpersonal skills and the ability to create positive environments for collaboration.
  • Consultative and collaborative approach to building strong relationships.
  • Partnership with clients to optimize the use of services and technology solutions, ensuring value realization.
  • Willingness to support across all business functions as a dedicated team player.
  • Embodiment of company culture and contribution to a positive team experience.

Qualifications

  • 2+ years of experience in client success, client experience, project management, account management or a similar client service role.
  • Excellent client and project management skills, with a consultative and collaborative approach.
  • Impeccable written and verbal communication skills.
  • Detail-oriented and analytical.
  • A strong team player who thrives in a multi-tasking environment and can adjust priorities quickly.
  • Consistently demonstrates a strong work ethic, a commitment to results, and a positive attitude.
  • Comfortable working under pressure and skilled at creative problem-solving, setting and maintaining appropriate timelines, and communicating complex concepts to both internal and external stakeholders.
  • Action-oriented, capable of driving motivation and synergy across departments to achieve overarching goals.
  • Capable of leading highly effective interactions
  • CRM experience
  • Bachelor's degree
  • Industry experience in accounting (preferred)

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