Customer Success Specialist

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

📋 Description

• Client Outreach: Engage in proactive outreach across a varied client portfolio to ensure clients are effectively utilizing our platform. Collect Voice of Customer feedback for future product enhancements.

• Account Management & Assistance: Independently handle communications and account necessities for lower-tier and less complex accounts, ensuring each client receives adequate support and feels fully operational on the platform.

• Onboarding Assistance: Facilitate the onboarding process for new clients, which encompasses account setup, providing introductory training, and resolving initial troubleshooting questions. Gradually manage end-user onboarding independently, enabling CSMs to concentrate on executive stakeholders.

• Account Support Collaboration: Work alongside CSMs to aid in daily account activities such as user engagement, increasing the share of wallet, gathering client feedback for platform enhancements, and addressing client needs by directing them to the appropriate support channels (e.g., Member Services, training resources, CSM escalation).

• Client Engagement Monitoring: Track platform usage to detect any issues or opportunities for improvement, collaborating closely with CSMs to resolve these matters and encourage client engagement.

• Presentation Development: Assist in preparing quarterly business review (QBR) presentations for CSMs by creating Google Slide/PowerPoint decks, emphasizing client health/engagement metrics, emerging trends, and the value clients derive from our platform.

• Client Support Role: Act as the first point of contact for client inquiries, escalating complex issues to CSMs or other teams as needed to ensure prompt and effective resolution.

• Sales Support: Identify potential sales opportunities through client interactions, aiding sales initiatives by recognizing affiliate outreach and other strategies.

⛳️ Requirements

• Demonstrated experience in customer support, account management, or a related field.

• Strong organizational abilities with a keen attention to detail.

• Exceptional communication and interpersonal skills, particularly for remote interactions with diverse clients.

• Proficient in CRM software, Google Workspace, and Microsoft Office.

• Familiarity with data analysis tools (e.g., Tableau) is advantageous.

• Capability to collaborate effectively in a remote, team-oriented environment across different time zones.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Flexible work hours and remote work opportunities.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.