Senior Customer Success Specialist, Key Accounts

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

📋 Description

• Develop and nurture robust, long-lasting relationships with customers.

• Oversee high-value client accounts and act as the primary contact for inquiries, issues, and escalations.

• Engage proactively with customers to assess their needs, tackle challenges, and uncover opportunities.

• Track customer satisfaction and account health metrics to aid in retention efforts.

• Assist customers during the onboarding process, software configuration, and product orientation.

• Educate customers on how to utilize platform features and functionalities effectively.

• Organize and facilitate customer video meetings.

• Address inquiries via email, phone, and other communication channels.

• Resolve software issues, investigate problems, and coordinate with internal teams accordingly.

• Handle escalations and ensure accurate maintenance of customer records.

• Collaborate with Sales, Product, Marketing, and other internal departments.

• Convey customer feedback and pinpoint areas for enhancing workflows, engagement, and product utilization.

⛳️ Requirements

• Minimum of 3 years of experience in customer service, Customer Success, or a similar customer-focused role.

• At least 1 year of experience managing high-value customer accounts, ideally including customer retention, relationship management, escalations, or account growth.

• Familiarity with SaaS products, cloud-based software, or technology platforms, with the capability to quickly learn new systems.

• Proficient in scheduling, coordinating, and leading video conferences with clients.

• Excellent written and verbal communication skills, with the ability to cultivate customer relationships and convey technical information clearly.

• Availability to work full-time during US business hours.

🏝️ Benefits

• The budgeted pay rate is up to $14 per hour.