Customer Success Specialist

WHR Global Consulting; Philippines; On-site; PHP 400,000 - 600,000; Full time

Job summary

WHR Global Consulting in Taguig, Philippines, is seeking a Customer Success Specialist to support enterprise employer accounts across the hiring journey. The role operates on US EST night shifts and requires 3-5 years of experience, a Bachelor’s degree, and a full-time on-site setup.

The specialist will drive platform adoption, manage client relationships, resolve operational challenges, and ensure successful hiring outcomes, owning account health and employer satisfaction within defined

Qualifications

• 4+ years of experience in Customer Success, Account Management, Client Services, or related fields.
• Strong English communication skills with the ability to engage with business stakeholders.
• Ability to identify client needs, resolve issues, and drive successful outcomes.

Responsibilities

• Serve as primary point of contact for assigned employer accounts.
• Build and maintain relationships with employers and stakeholders.
• Conduct regular check-ins and business reviews to understand hiring needs.
• Ensure a positive client experience throughout the hiring process.
• Monitor hiring activity, account performance, and recruitment outcomes.
• Coordinate with internal teams to address employer concerns and hiring challenges.

Skills

Customer Success

Account Management

Client Services

BPO Operations

English Communication

Education

Bachelor's degree

Job description

On-site - Taguig 3-5 Yrs Exp Bachelor Full-time

Job Description

Customer Success Specialist

Work Schedule: US EST / Night Shift

Role Purpose

The Employer Success Specialist is responsible for supporting enterprise employer accounts throughout their hiring journey by driving platform adoption, managing client relationships, resolving operational challenges, and ensuring successful hiring outcomes. This role owns account health, employer satisfaction, and operational excellence within defined workflows.

Required Qualifications:

• 4+ years of experience in Customer Success, Account Management, Client Services, BPO Operations, or related fields
• Strong English communication skills with the ability to confidently engage with business stakeholders and conduct client-facing discussions
• Ability to identify client needs, resolve issues proactively, and drive successful outcomes
• Strong organisational and project coordination skills with the ability to manage multiple priorities
• Comfortable working in a fast-paced, high-growth environment with changing business needs

Preferred Qualifications:

• Experience selling to US clients

Key Accountabilities

Employer Success & Relationship Management

• Serve as a primary point of contact for assigned employer accounts
• Build and maintain strong relationships with employers and key stakeholders
• Conduct regular check-ins and business reviews to understand hiring needs and challenges
• Ensure a positive client experience throughout the hiring process

Account Performance & Hiring Success

• Monitor hiring activity, account performance, and recruitment outcomes
• Identify hiring bottlenecks and recommend solutions to improve resultsSupport employers in maximizing the value of the platform and available services
• Drive employer retention through proactive engagement and problem resolution

Operational Support & Coordination

• Coordinate with internal teams to address employer concerns and hiring challenges
• Escalate operational issues and follow through on resolution
• Support onboarding, implementation, and adoption of new processes or platform features
• Ensure accurate documentation and account management records
• Maintain accurate records across tools and systems
• Track employer engagement, hiring outcomes, and follow-up activities
• Adhere to quality, productivity, and service standards

KPI Ownership

• Employer retention and account health metrics
• Employer satisfaction indicators
• Platform adoption and engagement rates
• Hiring success and placement outcomes
• Timeliness and quality of issue resolution

Stakeholders & Collaboration

• Operational Manager/s
• Enterprise Employers and Hiring Managers
• Product, Operations, and Platform Teams

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