Client Experience Specialist

MRI Software; Mandaluyong; Hybrid; PHP 500,000 - 750,000; Full time

Benefits offered by this job

Hybrid work (2 days WFH)

HMO coverage with dependent(s)

20 annual leaves

Career growth opportunities

Job summary

MRI Software Philippines is seeking a Client Experience Specialist to manage a high-volume portfolio and deliver exceptional service while driving product adoption and retention.

You will be the primary contact for client inquiries, balancing reactive support with proactive outreach to improve utilization and reduce churn. A Bachelor's degree and 2–5 years in client success or related fields are required, along with strong written communication and organizational skills.

Qualifications

• Bachelor's degree or equivalent experience is required.
• 2-5 years in Client Success, Customer Success, Account Management, or Customer Support.
• Excellent written communication skills are essential.
• Strong organizational and multitasking abilities are required.
• Experience with Salesforce or similar CRM.
• Customer-first mindset and problem-solving skills are expected.

Responsibilities

• Manage a large portfolio of client accounts through a shared Client Success inbox.
• Respond professionally and promptly to client inquiries and build trusted relationships.
• Prioritize requests and meet response SLAs; resolve issues or escalate as needed.
• Identify opportunities to increase product utilization and conduct proactive outreach.
• Support onboarding and ongoing client engagement to reduce churn.
• Maintain accurate Salesforce records and track client interactions.
• Collaborate with Product, Support, Sales, Operations, and Professional Services to improve the customer experience.

Skills

Excellent written communication

Strong organizational skills

Multitasking abilities

Customer-first mindset

Salesforce CRM experience

Education

Bachelor's degree or equivalent experience

Tools

Salesforce

Job description

Job Description

The Client Experience Specialist is responsible for managing a high-volume portfolio of client accounts through a shared support inbox, delivering exceptional customer service while driving product adoption, client retention, and long-term customer success. This role serves as the primary point of contact for client inquiries, quickly assessing customer needs and providing timely, accurate, and solution-oriented responses.

The ideal candidate is highly organized, thrives in a fast-paced environment, excels at multitasking, and possesses exceptional written communication skills. Success in this role requires balancing reactive customer support with proactive engagement to increase product utilization, improve client satisfaction, and reduce churn.

Key Responsibilities

Client Relationship Management

• Manage a large portfolio of client accounts through a shared Client Success inbox.
• Respond professionally and promptly to client inquiries.
• Build trusted client relationships.
• Serve as the primary point of contact for day-to-day client needs.

Shared Inbox Management

• Quickly assess incoming client requests.
• Prioritize multiple requests while meeting response SLAs.
• Resolve issues independently or coordinate internal escalations.
• Provide clear, concise, customer-focused responses.

Product Adoption

• Identify opportunities to increase product utilization.
• Conduct proactive outreach and education.
• Support onboarding and ongoing engagement.

Client Retention

• Identify at-risk clients.
• Partner with internal teams to resolve concerns.
• Document feedback and retention trends.

Account Management

• Maintain accurate Salesforce records.
• Track client interactions.
• Identify expansion opportunities.

Cross-Functional Collaboration

• Partner with Product, Support, Sales, Operations, and Professional Services to resolve issues and improve the customer experience.

Required Qualifications

• Bachelor's degree or equivalent experience.
• 2-5 years in Client Success, Customer Success, Account Management, or Customer Support.
• Excellent written communication skills.
• Strong organizational and multitasking abilities.
• Experience with Salesforce or similar CRM.
• Strong problem-solving skills.
• Customer-first mindset.

Benefits

• Career growth opportunities in a diverse and supportive work environment.
• Competitive Salary Package
• Hybrid Working Arrangement (2 days WFH)
• HMO coverage with free dependent upon hire
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Plus additional benefits