Client Success Specialist

Overview:

We are seeking a detail-oriented and dependable Client Success Specialist to provide administrative and operational support to the Customer Success Department. This role will help ensure smooth coordination between internal teams and clients by assisting in data management, report preparation, and communication tracking.

The ideal candidate is organized, eager to learn, and able to multitask in a fast-paced BPO environment.

Key Responsibilities:

Administrative & Operational Support

• Assist the Customer Success team with day-to-day tasks such as updating trackers, maintaining client records, and organizing documentation.
• Schedule and coordinate internal and client-related meetings, taking notes and tracking action items.
• Support in preparing reports, client summaries, and presentation materials.
• Maintain and organize shared folders, databases, and other team resources.
• Support Client Success Supervisor in onboarding of new clients and accounts by preparing documentation, stay on-top of the Onboarding tracker and internal follow ups.
• Assist in documenting client feedback, recurring issues, and performance insights to support improvement initiatives.
• Assist in creating and organizing client communications, newsletters, and engagement materials.

Client and Internal Coordination

• Monitor emails and messages to ensure client or internal inquiries are properly routed and acknowledged.
• Assist the Customer Success Supervisor in maintaining strong client relationships through timely communication and service updates.
• Assist in following up with internal departments (Operations, HR, TA, IT, Finance) for client-related requests and deliverables.
• Collaborate with the CS Supervisor and brainstorm ideas on how clients’ experience andteam efficiency can be improved.

Reporting & Documentation

• Help consolidate data for any CS performance reports, internal updates and Client reports.
• Maintain a log of client feedback, issues, and requests for tracking and escalation.
• Maintain updated versions of SOPs and communication templates.

Requirements

• Bachelor’s degree or at least 2 years of college education in Business-Related Degrees such as Business Administration, Marketing or related fields & Social Sciences Degrees such as Communication / Mass Communication, or related fields.
• Work experience: 1–2 years of experience with client-facing roles on managing accounts (Account Management or Customer Success.)
• Prefers someone who worked in Client Success / Customer Success department as a CS Specialist/CS Officer or Team Leaders that who possess strong direct client-facing experience.
• Technical knowledge: Experience with CRM tools (HubSpot, Zoho, Zendesk)
• Understanding of SaaS or basic product workflows
• Language: Strong English verbal and written communication skills (must-have in PH BPO/CS environments)

Key Competencies:

• Client Relationship Management
• Builds rapport and trust and manages expectations
• Communication Excellence
• Clear and professional written and verbal skills
• Active listening and empathetic communication
• Ability to simplify complex information for clients
• Problem-Solving & Critical Thinking
• Provides strategic recommendations to the department
• Account Ownership & Proactivity
• Raise issues rather than reacting to them
• Assist in driving customer retention and satisfaction
• Project & Task Management
• Assists in managing onboarding timelines
• Coordinates with internal departments
• Organizes client deliverables and follow-ups
• Adaptability
• Adjusts to new tools, processes, and SOPs
• Technical Aptitude (especially for SaaS)
• Learns software quickly
• Understands product workflows

Benefits

• HMO with 1 free dependent upon hire
• Life Insurance
• 20 PTO credits annually
• VL and SL cash conversion
• Night Differential (10%)
• Annual Performance-Based Merit Increases and Employee Recognition
• Great Company Culture
• Career Growth and Learning
• A laptop will be provided by the company
• Shifting schedule (depending on client and company needs but primarily night shift)
• Work-from-home (Will report to office at Makati or Clark if necessary)
• Php 30,500 - 35,000 all in