Client Success Coordinator

Vivant is on a mission to eliminate the frustrations of internet, phone, network, and WiFi outages for SMBs by guaranteeing 100% uptime through innovative solutions and exceptional support. We totally eliminate costly outages so the businesses can focus on what truly matters, driving growth and success.

At Vivant we don't just hire for open roles—we hire for impact. If you're exceptional at what you do and align with our core values: Reliability, Product Knowledge, Process Knowledge and Autonomy, we want to know you

About the Role:

We're seeking a high-caliber Client Success Coordinator to oversee and drive the success of client projects from planning through execution. You'll play a critical role in ensuring timelines are met, deliverables are of the highest quality, and all stakeholder touchpoints are seamless.

This is both a strategic and hands-on role for someone who understands that project coordination isn't just about managing tasks—it's about enabling outcomes, fostering collaboration, and driving measurable results.

Your Day-to-Day life as a Client Success Coordinator:

Customer Relationship Management:

• Build and maintain strong, long-lasting client relationships.
• Establish a trusted advisory relationship with key accounts, customer stakeholders, and executive sponsors.

Presales:

• Collaborate with the sales, support, and accounting teams to gather information on potential and existing clients.
• Call previous carriers to verify if the client is under contract or has any obligations.
• Document all client and project information in our business management platform, Utiliko.

Installation:

• Serve as the liaison between internal teams (Sales, Installation, Support, Accounting) and the client to ensure successful project progression.
• Attend sales meetings to gather Knowledge Transfer, relay information for parts ordering, and communicate with the installation and support teams.
• Keep clients informed of installation dates and ensure that previous services are disconnected from old accounts and billing starts for new services.
• Ensure that previous services are properly cancelled, and all actions are fully documented.

Post-Installation:

• Handle the disconnection of accounts after installation, understanding telecom processes such as number porting.
• Place orders for new services with partners and manage the coordination of installation with clients.
• Set up clients for billing in our CRM, address past-due invoices, and assist clients with any issues.
• Create and route support tickets, ensuring prompt resolution.
• Develop and maintain documentation for responsibilities, training videos, and workflows to improve company and client processes.

Onboarding and Training:

• Ensure a smooth onboarding process for new clients.
• Conduct product training sessions to help customers maximize the value of our offerings.

Account Management:

• Monitor account health, identifying potential issues or opportunities.
• Collaborate with the sales team to identify upsell and cross-sell opportunities.

Feedback and Improvement:

• Gather customer feedback and share insights with the product, sales, and marketing teams.
• Advocate for product features and improvements based on customer needs and feedback.

Retention:

• Identify and mitigate churn risks to ensure customer satisfaction and loyalty.
• Implement strategies to ensure the renewal of client contracts.

Performance Metrics:

• Monitor and analyze customer product usage, providing insights and best practices to help them achieve their goals.
• Track key account metrics and establish performance indicators for client satisfaction and product adoption.

Table stakes:

• Project Coordination Experience: Minimum 2 years (Required)
• ISP Service Experience: Minimum 1 year (Required)
• Strong communication skills (phone, internet) and the ability to work independently.
• Highly organized, self-motivated, reliable, and results-driven.
• Creative problem solver with the ability to think outside the box.

Schedule:

• Work hours aligned with the U.S. Central time zone between 8am - 5pm M-F

Location and Work Set-up: On-Site: Cebu IT Park, Cebu City

Compensation:

• PHP 25,000 - PHP 50,000 monthly base salary
• The salary range may be inclusive of several levels that would be applicable to the position. Final salary will be based on a number of factors including, level, relevant prior experience, skills, and expertise. This range is only inclusive of base salary, not benefits (more details below).

Vivant Core Values

Our core values are the heart and soul of this incredible company. Our foundational values guide how we work, serve clients, and collaborate as a team. The right person for this role will appreciate each of these values, personally subscribe to them, and understand why each is critical to having a great business.

Reliability

Be consistent and trustworthy. Deliver on time, follow through, and take ownership of results.

Product Knowledge

Develop a strong understanding of our solutions so you can confidently support, explain, and improve them.

Process Knowledge

Master the SOPs, tools, and systems required for your role to ensure efficiency, accuracy, and collaboration.

Autonomy

Take initiative, think critically, and solve problems independently while staying aligned with company goals. Autonomy to leveraging your expertise, taking responsibility for outcomes, and exercising sound judgment.

Be So Good That You Can't Be Ignored

If you consistently go above and beyond, demonstrate care for the team and clients, and make impactful contributions, you'll be on a fast track to growth within Vivant.

Join Vivant and elevate your career to the next level

Job Types: Full-time, Permanent

Pay: Php25, Php50,000.00 per month

Benefits:

• Additional leave
• Company Christmas gift
• Company events
• Health insurance
• Opportunities for promotion
• Paid training
• Pay raise
• Promotion to permanent employee

Ability to commute/relocate:

• Cebu City 6000 P07: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Willing to work ONSITE? Yes / No
• Willing to work on US Central Time Zone = Graveyard PH ? Yes / No
• Basic technical knowledge (difference between modem and router, basic knowledge on physical connectivity) - Yes / No

Experience:

• Telecommunication / ISP: 1 year (Required)
• Project Coordination / Management : 2 years (Required)
• Strong English communication skills (phone, internet): 1 year (Required)
• Technical experience with ISP and Phone providers: 1 year (Required)
• Number porting: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Language:

• Professional English (Required)

Location:

• Cebu City 6000 P07 (Required)

Work Location: In person