Account Specialist

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Customer Onboarding: Conduct onboarding calls for new SMB clients, collect and validate necessary documentation and data, oversee internal implementation tasks, and ensure successful platform launches for customers.

• Customer Engagement: Act as the main point of contact for SMB clients throughout their journey, responding to inquiries, offering guidance, and ensuring an excellent customer experience.

• Training & Enablement: Organize customer training sessions when needed to enhance product adoption, user engagement, and overall customer success.

• Renewal & Growth: Assist in driving customer renewals and identifying expansion opportunities.

• Reporting & Analysis: Provide customers with regular impact reports and dashboards that showcase program performance, value, and return on investment.

• Lifecycle Coordination: Oversee ongoing customer requests and account activities after onboarding, ensuring that processes are executed correctly and in line with company standards.

• Account Health Management: Track customer accounts for adoption trends, satisfaction levels, and retention risks, proactively developing strategies to enhance customer outcomes.

• Process Optimization: Regularly assess and enhance customer lifecycle processes to improve operational efficiency and elevate the overall customer experience.

⛳️ Requirements

• Proven experience in customer lifecycle management in a SaaS or subscription-based business setting.

• Strong project management and organizational abilities, capable of handling multiple timelines and accounts concurrently.

• Exceptional communication and interpersonal skills, with a successful history of establishing and nurturing strong customer relationships in customer-facing positions.

• Proficient in Salesforce and other CRM platforms, as well as knowledgeable in various onboarding software and data analysis tools.

• A proactive and customer-focused approach to problem-solving and enhancing processes.

🏝️ Benefits

• 💵Competitive Salary – Aligned with your experience and the PH market, administered through our Employer of Record (EOR)

• ✅ Remote first work environment - Where we trust you to get your work done. Core availability expected during Eastern Time (8AM–5PM EST).

• 🌴Generous PTO – Enjoy a generous paid time off policy of 12 vacation days, 12 sick leaves, and 1 birthday leave, plus a 5-day work anniversary leave (available after your first year).

• 🩺Premium Health Coverage – Comprehensive HMO via iCare

• 🏦 Government-Mandated Benefits – Includes SSS, PAGIBIG, PhilHealth, 13th Month Pay, Night Differential, Overtime, and Holiday Pay

• 💻 Work Tools Provided – Laptop and essential work equipment included

• 🫱🏾‍🫲🏽In person and virtual team get-togethers - To connect with your fellow Esusu colleagues.