Client Success Associate — US East, High-Touch Support

Virtual and Beyond; Manila; On-site; PHP 223,000 - 357,000; Full time

Job summary

Virtual and Beyond is seeking a Client Success Associate to serve global resellers and US buyers on a US Eastern Time shift. You will handle inbound tickets, chats, and calls with a high-touch approach, perform basic triage, and conduct outbound outreach to schedule 1-on-1 calls.

You’ll log all interactions in Zoho, track licensing, onboard resellers, and gather market feedback to inform marketplace strategies.

Qualifications

• 1+ years in client success, account management, or entry-level technical support (experience with global marketplaces or US-based clients preferred).
• Ability to work full-time during US Eastern Time hours (9:00 AM – 5:00 PM EST).
• Professional written and verbal English communication style for high-touch client interactions.
• Strong objection-handling ability and comfort with outbound calling.

Responsibilities

• Monitor and respond to incoming support tickets, live chats, and phone calls via Zoho and RingCentral.
• Maintain a strict 2-hour response SLA across all incoming tickets, chats, and calls
• Accurately log, track, and document all client interactions, case details, and call notes within Zoho
• Conduct targeted inbound/outbound email and phone outreach to invite resellers and end-users to 1-on-1 catch-up calls
• Gather real-time market intelligence, regional trends, and feedback on active marketplace strategies during client calls
• Execute weekly outbound follow-up lists and delegated action items assigned during team meetings
• Track client outreach metrics and manage booked interview volume to support market research goals
• Perform initial technical triage and basic software/service troubleshooting; elevate complex technical issues to the Tier 2 Support Team
• Verify user account licensing to confirm active coverage under backup care or service programs
• Onboard and train new resellers on internal platform tools, system navigation, and discounted reseller pricing structures

Skills

Client success

Account management

Outbound calling

English communication

Tools

Zoho CRM

RingCentral

Job description

Virtual and Beyond is seeking a Client Success Associate to serve global resellers and US buyers on a US Eastern Time shift. You will handle inbound tickets, chats, and calls with a high-touch approach, perform basic triage, and conduct outbound outreach to schedule 1-on-1 calls.

You’ll log all interactions in Zoho, track licensing, onboard resellers, and gather market feedback to inform marketplace strategies.