B2B Customer Experience Specialist

focus global inc; Philippines; On-site; PHP 500,000 - 800,000; Full time

Job summary

Focus Global Inc. is seeking a B2B Customer Experience Specialist to manage and grow relationships with existing business clients, ensuring an exceptional after-sales experience.

You will serve as the primary contact across the customer journey, coordinate site visits, and collaborate with service, operations, and technical teams. The role requires travel to client sites, strong relationship-building and negotiation skills, and a customer-centric approach.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Hospitality, Engineering, or a related field.
• 2–5 years of experience in B2B sales, key account management, customer success, or customer experience.

Responsibilities

• Manage and maintain relationships with assigned B2B accounts, acting as the primary point of contact for service-related concerns and opportunities.
• Conduct regular client visits to strengthen relationships, understand business needs, and ensure customer satisfaction.
• Identify and pursue opportunities to upsell after-sales service offerings, including PM, Technogym Care, and other service solutions.
• Coordinate and conduct pre-site visits and inspections to assess client requirements and recommend service solutions.
• Ensure a seamless customer experience by addressing client concerns and coordinating with internal teams.
• Monitor account performance and identify opportunities to improve engagement, retention, and partnerships.
• Prepare proposals, quotations, and service recommendations based on client needs.
• Maintain accurate records of client interactions, opportunities, and account activities in the CRM.
• Stay updated on Technogym products, services, and industry trends to support clients.

Skills

Relationship management

Upselling

Negotiation

CRM

Client meetings

Education

Bachelor's degree

Tools

CRM systems

Microsoft Office

Job description

Job Summary

The B2B Customer Experience Specialist is responsible for managing and growing relationships with existing business clients while ensuring an exceptional after-sales experience. The role focuses on maintaining key accounts, identifying opportunities to upsell service offerings, coordinating pre-site inspections, and serving as the primary point of contact for clients throughout the customer journey. This position requires frequent client meetings, strong relationship management skills, and close collaboration with internal teams to deliver excellent service.

Key Responsibilities

• Manage and maintain relationships with assigned B2B accounts, acting as the primary point of contact for service-related concerns and opportunities.
• Conduct regular client visits to strengthen relationships, understand business needs, and ensure customer satisfaction.
• Identify and pursue opportunities to upsell after-sales service offerings, including Preventive Maintenance (PM), Technogym Care, and other service solutions.
• Coordinate and conduct pre-site visits and inspections to assess client requirements and recommend appropriate service solutions.
• Ensure a seamless customer experience by proactively addressing client concerns and coordinating with internal service, operations, and technical teams.
• Monitor account performance and identify opportunities to improve customer engagement, retention, and long‑term partnerships.
• Prepare proposals, quotations, and service recommendations based on client needs.
• Maintain accurate records of client interactions, opportunities, and account activities in the CRM system.
• Stay updated on Technogym products, services, and industry trends to effectively support clients and recommend solutions.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Hospitality, Engineering, or a related field.
• At least 2–5 years of experience in B2B sales, key account management, customer success, or customer experience.
• Experience handling corporate clients and managing long‑term business relationships.
• Proven experience in upselling or cross‑selling products and services is highly preferred.
• Strong relationship‑building, negotiation, and communication skills.
• Customer‑centric mindset with excellent problem‑solving and stakeholder management abilities.
• Comfortable conducting regular client meetings and site visits.
• Proficient in Microsoft Office and CRM systems.
• Willing to travel for client visits as needed.