This listing was posted on The Resumator.
Client Success Manager (REMOTE - Work From Home)
Description:
helloassist is looking for a Client Success Manager (REMOTE - WFH) to ensure our clients’ success and satisfaction from onboarding to ongoing account management. The Client Success Manager will play a pivotal role in managing client relationships, ensuring successful onboarding, providing training, handling invoicing, and overseeing account management. The ideal candidate will have a track record of fostering long-term client relationships and driving client satisfaction. We're a small, fast-growing startup on the lookout for versatile team members ready to dive into new skills like fine tuning processes and crafting business policies. You'll be a key player in our core team, driving processes and development. Success here means thriving under pressure and nailing the details. With high expectations and minimal hand-holding, you'll need to be a pro at figuring things out on your own. As they say, startups aren’t for everyone—they’re the wild west of the business world. Think you're a resourceful go-getter? We want you on our team! What We Offer: Competitive Salary: 70,000 - 110,000 PHP/month, based on your experience Remote Work: Enjoy the flexibility of working from home Paid Time Off: Paid leaves and holidays to recharge and relax Health Benefits: Enroll insurance plans from the HMOs of your choice Growth Opportunities: Training programs to boost your skills Mentorship: Access to mentor programs for career development Rewards: Milestone recognition and bonus programs Performance Bonuses: Earn extra for your outstanding work Results We Expect: Client Onboarding Successful participation in 100% of client onboarding sessions to ensure comprehensive understanding of client requirements Conduct regular check-ins with clients to discuss team performance and recommend actions Client Management Maintain a 24-hour response time for all client inquiries Achieve a client satisfaction score of at least 90% through effective communication and problem resolution Maintain strong, long-lasting client relationships with a minimum client retention rate of 95% Conduct quarterly reviews with clients to assess satisfaction and gather feedback for continuous improvement Resolve 95% of issues before clients escalate by executing conflict/risk management Organizational Leadership Ensure 100% of team members meet or exceed performance expectations by tracking and reviewing performance metrics regularly Conduct regular 1:1 sessions with team members and display positive progress on KPI/OKR scoreboards Review daily task sheets and productivity reports to identify and implement at least one improvement opportunity per month Coach the team to exceed expectations, achieving at least 90% of team goals and objectives Develop and maintain key team frameworks, ensuring all team members understand and contribute to organizational goals Collaborate with other departments to achieve quality and service goals, with at least 90% of interdepartmental projects completed on time Enforce approved business processes and policies and carry out disciplinary action as necessary Clarify expectations and encourage meeting future needs of the team and persuasively support the team and assess client and team needs Your Responsibilities: Serve as the primary point of contact for assigned clients, building and maintaining strong, long-term relationships Act as a client advocate within the company, representing their needs and interests in internal discussions Develop and implement onboarding plans tailored to each client’s specific needs and objectives, ensuring a seamless transition and positive initial experience Develop training sessions and resources to facilitate client education and conduct refreshers to ensure clients are maximizing the value of our services Facilitating and document KPIs, competency benchmarks, and learning needs within specific timeframes Oversee the invoicing process, ensuring accurate and timely billing for all clients Conduct regular check-ins and business reviews with clients to assess their needs and identify opportunities for additional services Gather and relay client feedback to inform product development and service improvements Develop and implement strategies to increase client retention and loyalty Track key performance metrics related to client success and account management. Prepare and present regular reports on client status, satisfaction, and engagement Use data and insights to continuously improve internal success strategies and processes Requirements: 5+ years of experience in client success, account management, or a related role Bachelor's degree in Business Administration, Management, Psychology, or related fields Proven client-facing experience with strong client relationship skills Direct client interaction experience and high understanding of client needs Familiarity with productivity tools like project management, time-tracking, and performance dashboards Excellent communication, active listening, and constructive feedback skills Strong analytical and problem-solving abilities for addressing performance gaps and complex issues Ability to thrive in fast-paced, high-pressure environments, and manage time effectively Exude leadership skills that inspires, motivates, and fosters a positive, inclusive work environment Displays high accountability, integrity, and professionalism in handling confidential information Continuous learner, adaptable to change, and embraces innovation and new technologies Experience working on a Graveyard Shift Experience of taking little direction and figuring things out on their own Preferred Skills: Experience in Outsourcing industry, or any relevant industries Experience in retaining B2B clients for Startups The helloassist Values Adaptability We lead with empathy and take care of one another. The ability to change and adjust one’s behavior or strategy based on the shifting demands of the organization, market, or general circumstances. Being proactive and resourceful in new environments with the capacity to bounce back from setbacks. Client-Centric Our goal is to make it easier for our clients to see success in less time and with less effort and sacrifice. We don’t have to “acquire” clients; our clients do that for us. “Client-centricity isn’t about focusing on the client to the exclusion of everything else; it’s about considering the client in every decision you make.” -Anonymous Simplification And Systemization We work to identify the root cause of issues and then create the simplest system to solve it once and for all. In a quest to get and be “more,” it’s very easy to add ”more,” but we prefer having and doing less to achieve “more”. “The more constraints one imposes, the more one frees one’s self.” -Igor Stravinsky Accountability To blame someone else is to admit you are powerless. We do what is asked and then some. If someone else messes up it was our fault for counting on them in the first place. Complaining and excuses will not be tolerated. “Responsibility equals accountability equals ownership. And a sense of ownership is the most powerful weapon a team or organization can have.” -Pat Summitt Radical Transparency Transparency builds trust, trust builds teams, and teams build companies. Transparency sometimes means revealing your flaws, which only creates more trust, which only builds better companies. “If you are handling things well, radical transparency will make that clear, and if you are handling things badly, radical transparency will make that clear as well, so it helps to maintain high standards.” -Ray Dalio We Improve Daily Everyday is a chance to learn something new. Relentless and persistent, we pursue to improve and better ourselves with each day that passes. No matter how small, a win is a win and we will celebrate it. “Action leads to insight more often than insight leads to action.” -Unknown Adaptability The ability to change and adjust one’s behavior or strategy based on the shifting demands of the organization, market, or general circumstances. Being proactive and resourceful in new environments with the capacity to bounce back from setbacks. Powered by JazzHR
Company:
Helloassist
Posted:
June 5 on The Resumator
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