Client Success Specialist (US Based Client)

Job description

Employment Type: Full-Time Employment Work Setup: Onsite onboarding for a two to four weeks, followed by a transition to a remote setup. Work Schedule: Night Shift (Following U.S. Eastern Time Zone) Location: Eastwood, Libis, Quezon City Salary Package: Up to 80,000 PHP/Monthly Position Overview: Customer Client Success is responsible for delivering proactive, high-quality support to the client. This role handles non-technical inbound requests, drives customer satisfaction survey participation, supports Account Managers, and ensures operational excellence for accounts not assigned to dedicated AMs. Key Responsibilty: • Inbound Client Requests: Manage requests forwarded from the dispatcher team that are not service-oriented, including billing and invoice issues, general problem resolution, and simple quote requests. Provide first-touch resolution or route to the appropriate team with clear documentation. • NPS & CSAT Survey Follow-Up: Proactively reach out to clients post-project or service interaction to encourage survey completion and improve response rates. Log feedback and escalate detractor responses as needed. SLA Target: • Data Hygiene & SBR Prep: Maintain accurate CRM records for accounts, contacts, and opportunities. Support Account Managers with SBR preparation, including compiling data, building decks, and scheduling meetings. SLA Target: • Basic Orders & Quote Requests: Process basic orders and quote requests for small customers and Account Managers (e.g., workstations, peripherals). Ensure accuracy and timely follow-through on quotes, orders, and related communications. SLA Target: • Microsoft Renewals & Pricing Communications: Manage renewal notifications and communicate pricing changes to clients, leveraging TDSYNNEX as the distributor. Track renewal timelines and escalate issues to Account Managers or Service Operations as needed. • Small Customer Request Management: Serve as the primary point of contact for clients with <$1,500 MRR who are not assigned to Account Managers. Handle general requests and communications, ensuring these clients receive timely and professional service. Set up a proactive outbound cadence to connect (cadence TBD) with every client x times/year. Requirement & Qualification: Bachelor’s degree preferred but not required based on relevant experience 4-5 years of experience in Account Management, Customer Success, Client Services roles Experience handling customer communications, renewals, billing inquiries, and order processing preferred MSP, IT services, SaaS, or technology industry Software Expertise CRM platforms (HubSpot, ConnectWise, LMX or similar) Microsoft Office Suite / Google Workspace Ticketing and service management systems Quoting processing systems preferred ( CW CPQ, QuoteWerks, TD Synnex, Ingram or similar) Communication platforms (Microsoft Teams, Zoom, Slack) Soft Skills Required Excellent verbal and written communication skills Strong customer service orientation Attention to detail and organizational skills Ability to multitask in a fast-paced environment Problem-solving and critical thinking Professionalism and accountability Relationship-building and client engagement skills Adaptability and willingness to learn Strong follow-through and sense of urgency Team collaboration Hard Skills Required Client request management and issue resolution Billing and invoice support coordination Quote creation and order processing CRM data management and account maintenance Renewal tracking and pricing communication Customer satisfaction (NPS/CSAT) follow-up management Reporting, documentation, and record accuracy SLA management and task prioritization Cross-functional coordination with Sales, Operations, and Service teams Scheduling and administrative support for client meetings. WHY INTELASSIST? We grow together. We value your effort. We aim to empower you.