Client Success Lead – Single-Account Relationship (On-site Baguio)

NGR.Solutions; Baguio; Sur place; PHP 754 000 - 1 508 000; Plein temps

Avantages offerts par ce poste

On-site in Baguio

10 days PTO

5 sick days

Company-funded HMO

Résumé du poste

PacificTSP is seeking a dedicated Client Success Coordinator to own the relationship with a single client account. You will ensure the client remains informed, satisfied, and confident in the partnership, acting as the internal voice and primary contact.

You will work closely with the North American leadership team, coordinate quarterly business reviews, and collaborate with the service desk to monitor health, issues, and SLA performance, ensuring a smooth handoff when needed.

Qualifications

• Perfect written and verbal English.
• Experience in a customer service or client relationship role.
• Comfortable running structured meetings and handling difficult conversations calmly and professionally.
• Strong organizational skills and follow-through.
• Familiarity with CRM or PSA tools.
• Experience supporting North American clients is a plus.

Responsabilités

• Prepare and lead Quarterly Business Reviews (QBRs) and other regular client check-ins.
• Act as the first point of contact for client concerns, feedback, or escalations that are not technical in nature.
• Work with the technical service desk to stay informed on account health, open issues, ticket trends, and SLA performance.
• Track client satisfaction over time and flag early signs of frustration or risk.
• Identify opportunities where the client could benefit from additional services or support.
• Inform ahead of contract renewals and coordinate timing with leadership.
• Maintain clear records of client interactions in the CRM/PSA system.
• Know when to escalate issues to the technical team with proper context.

Connaissances

English fluency

Client relationship management

Meeting facilitation

Organizational skills

Outils

CRM/PSA tools

Description du poste

PacificTSP is seeking a dedicated Client Success Coordinator to own the relationship with a single client account. You will ensure the client remains informed, satisfied, and confident in the partnership, acting as the internal voice and primary contact.

You will work closely with the North American leadership team, coordinate quarterly business reviews, and collaborate with the service desk to monitor health, issues, and SLA performance, ensuring a smooth handoff when needed.