Client Success Specialist

Pavago; Philippines; Remoto; PHP 670.000 - 1.004.000; Tempo pieno

Descrizione del lavoro

Pavago is seeking a proactive Client Success Specialist to support professional clients, mainly attorneys, through a podcasting and content production service. You will guide clients from onboarding through ongoing production, ensuring a smooth, professional experience as their primary contact.

The ideal candidate is highly organized, excels in client communication, follows up assertively, and can manage multiple client needs remotely in a flexible 40-hour window.

Competenze

• Experience in customer service or client success roles.
• Experience with professional services clients is a plus.
• Excellent written and verbal English communication.

Mansioni

• Onboard new clients and guide them through required processes and workflows.
• Serve as the primary point of contact for assigned clients.
• Address questions and resolve issues in a timely, professional manner.
• Manage payments, content selection, marketing copy, reports, and other client needs.
• Schedule podcast recordings and track production timelines.
• Coordinate with internal teams to move projects forward.
• Check in with clients to ensure progress and satisfaction.

Conoscenze

Customer success

Account management

Client communication

Remote work

Process improvement

Descrizione del lavoro

Position Type: Full-Time | Remote
Employment Type: 1099 Contractor
Working Hours: Flexible 40 hours between 7:30 AM and 7:30 PM CST

About the Role

We’re looking for a proactive and personable Client Success Specialist to support professional clients, primarily attorneys, through a podcasting and content production service.

You’ll be responsible for making sure clients have a smooth experience from onboarding through ongoing podcast production. This includes guiding clients through processes, resolving issues, coordinating recordings, keeping clients on track and serving as their primary point of contact throughout the engagement.

The ideal candidate is highly organized, confident communicating with clients, comfortable following up assertively, and able to manage multiple client needs while maintaining a professional and friendly experience.

Key Responsibilities

Client Onboarding & Support

• Onboard new clients and guide them through the required processes and workflows.
• Serve as the primary point of contact for assigned clients.
• Answer client questions and address concerns in a timely and professional manner.
• Resolve issues related to payments, content selection, marketing copy, reports, and other client needs.
• Ensure clients understand next steps and remain informed throughout the process.

Podcast Scheduling & Production Coordination

• Schedule podcast recordings with clients.
• Manage and track production timelines.
• Follow up with clients to ensure recordings and required materials are completed on schedule.
• Keep client information and production status organized and up to date.
• Coordinate with internal teams to keep projects moving smoothly.

Client Success & Retention

• Regularly check in with clients to ensure they are progressing through the podcasting pipeline.
• Monitor client satisfaction and proactively identify potential issues.
• Help clients stay engaged and on track with their podcast production.
• Support additional client success needs that reasonably fall within the scope of the engagement.

Required Experience & Skills

• Proven experience in customer service, client success, account management or a similar client-facing role.
• Experience working with professional clients, particularly attorneys or other high-value professional services clients, is preferred.
• Excellent written and verbal English communication skills.
• Confident, personable, and assertive communication style.
• Strong organizational skills and attention to detail.
• Ability to manage multiple clients, deadlines, and follow-ups simultaneously.
• Comfortable working independently in a remote environment.
• Ability to learn and follow established processes and workflows.
• Reliable computer with at least 8GB RAM.
• High-speed, reliable internet with a wired connection preferred.
• Good-quality external webcam suitable for regular client video calls.
• Professional, dedicated workspace with a clean and appropriate background.
• Good-quality headset or microphone.
• Willingness to use workflow monitoring software as part of the remote work environment.
• Ability to complete additional assessments or tests when required.

Nice to Have

• Marketing or social media experience.
• Podcasting, broadcasting, media, or content production experience.
• Experience working with attorneys, law firms, or other professional service providers.

Typical Day

You may start the day reviewing client progress and identifying upcoming recordings, outstanding materials, or follow-ups. You’ll communicate with clients throughout the day, schedule podcast recordings, resolve questions or issues, and coordinate with internal teams to keep production timelines on track.

You’ll also regularly check in with clients, update their progress and make sure they understand what is needed from them at each stage of the process.

Interview Process

1. AI Screening
2. Client Interview
3. Offer Stage

#LI-AG1