The posting
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.
