SaaS Customer Success Specialist

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

📋 Description

• Swift Onboarding & Client Configuration

• Prompt Outreach: Reach out to new agency accounts within one business day of assignment; follow up within 24 hours if there is no response.

• Pre-Meeting Evaluation: Assess and enhance added locations, trade area dimensions, keyword selections, and ranking maps prior to the client onboarding discussion.

• Onboarding Meetings: Facilitate introductory sessions via Google Meet to assist agencies with dashboard navigation, assistant settings, local pages, white-label reporting, and website/Facebook integrations.

• Documentation: Capture all onboarding meetings and keep well-organized records in Google Drive.

• Account Development & Upselling

• Identify Opportunities: Review assigned agency accounts to find unmanaged GBPs and agencies that are operating only small "test" accounts.

• Proactive Growth: Reach out using company templates to highlight ranking advancements and motivate agencies to transition from testing to a full client rollout.

• Support & Internal Collaboration

• Frontline Client Assistance: Act as the main point of contact during business hours to address software inquiries, troubleshoot setup issues, and train clients.

• Cross-Department Coordination: Report technical issues to the tech team with comprehensive documentation (screenshots, account details).

• Regularly update the Sales Manager on expansion opportunities, incomplete onboardings, and potential churn risks.

⛳️ Requirements

• Client Management: Experience in account management, client communication, and relationship development.

• SEO & Digital Marketing: Solid knowledge of Local SEO and Google Business Profile (GBP) optimization.

• Technical Versatility: Ability to swiftly learn software platforms and convey technical concepts clearly to non-technical users.

• Technical Specifications: USB Headset with Noise Cancellation feature

• Functional Webcam

• Computer equipped with at least a 1.8 GHz processor and a minimum of 4GB RAM

• Main Internet Service Speed: at least 25 Mbps cable connection

• Backup Internet Service Speed: at least 10 Mbps

🏝️ Benefits

• Performance Incentives

• Job Security and Stability

• Paid Training

• Inclusive Culture

• Upskilling Opportunities

• 100% Work-From-Home

• Exceptionally Supportive Team

• Opportunities for Career Growth

• Fun Work Environment

• Holiday & Overtime Pay