Client Support Consultant

4 days ago

Philippines Atticus Solutions Full time

We are looking for proactive and client-focused Client Support Executives/Sr. Client Support Executives to join our growing team in SEA. This role will act as the local point of contact for clients in the Philippines and play a key part in ensuring a smooth experience for users of our digital solutions. He/she will work closely with our internal teams in India to relay client feedback, resolve issues, and ensure successful onboarding and adoption of our platform.

Key Responsibilities:

  • Client Communication: Maintain daily communication with client stakeholders to ensure alignment and address ongoing needs or queries.
  • Transactional Support: Execute routine transactional or operational tasks/configurations that support client operations, ensuring accuracy and timeliness.
  • Project Tools & Tracking: Be proficient in using Asana or similar project management tools to track tasks and timelines.
  • Meeting Participation: Attend and represent the company in Monthly/Quarterly Business Reviews (MBR/QBR) at client offices.
  • Onboarding Assistance: Conduct initial field visits to support onboarding processes and gather feedback from the ground.
  • User Support: Provide real-time on-call or chat-based support to users and local client teams.
  • Training & Enablement: Deliver product training to users in the local language, ensuring a clear understanding and effective adoption.
  • Internal Coordination: Relay client issues, feedback, or escalations promptly to the internal team (customer success, product, tech.) in India, ensuring swift resolution and continuous improvement.
  • Integration Knowledge Conceptual understanding of APIs, Middleware integrations

Requirements:

  • Bachelor's degree in Business, IT, or related field
  • 2+ years of client-facing experience, preferably in the tech/SaaS/CPG domain (Client Support Consultant or any similar role)
  • Strong communication skills in Filipino and English
  • Customer-focused with the ability to build and maintain strong client relationships
  • Ability to travel locally for client visits as required (Metro Manila)
  • Self-motivated with the ability to work independently and remotely with an India-based team
  • Proficient in using digital tools such as email, MS Excel and PowerPoint, Google Sheets and Slides, mobile apps, and communication platforms like WhatsApp, etc.
  • Experience in FMCG (Fast-Moving Consumer Goods), Van Sales, or SaaS-based implementations
  • Familiarity with CRM/DMS/Field Force solutions
  • Asana or similar project management tools

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