Customer Success Specialist

Beacon Solutions, Inc.; Philippines; On-site; PHP 420,000 - 600,000; Full time

Job summary

Beacon Solutions, Inc. in the Philippines is seeking a Customer Success Specialist to manage the customer lifecycle and ensure service satisfaction across solutions delivered.

You will work with the sales team, identify opportunities to improve the customer experience, and support growth initiatives. The role requires a customer-first mindset and experience in B2B settings, IT industry exposure, and comfort with enterprise or government accounts.

Qualifications

• Customer-first mindset and focus on delivering excellent experience.
• Experience in B2B sales, account management, or customer success.
• Experience in IT industry; enterprise/government accounts a plus.

Responsibilities

• Maintain positive relations with customers, partners, and stakeholders.
• Address concerns and propose solutions for timely resolution.
• Monitor customer experience from onboarding to renewal and conduct surveys.
• Collaborate with sales to ensure renewals and growth of accounts.

Skills

Customer-focused

Relationship management

B2B sales

Retention/renewal

Education

Bachelor's degree in Business/Marketing/IT

Job description

Customer Success Specialist playing a crucial role in managing the customer lifecycle and ensuring customers remain satisfied with the services and solutions delivered. As a Customer Success Specialist, the role involves working with the sales team, identifying opportunities to enhance the customer experience, and recognizing opportunities for further business growth.

DUTIES AND RESPONSIBILITIES

• Maintain an active and positive relations with customers, partners, suppliers, and other relevant parties

• Address customer concerns and recommend possible solutions to the company's stakeholders for a timely issue resolution

• Monitor the customer experience from onboarding, after-sales support, and retention/ renewal of contract Coordinate and conduct periodic customer satisfaction surveys

• Conduct periodic business reviews and client check-ins to ensure the success of implemented solutions, keeping up-to-date on the customer experience by monitoring solution performance and support experience

• Coordinate with relevant teams and departments to ensure a positive customer experience through the effective and timely delivery of projects and services

• Collaborate with the sales team to ensure subscription renewals and the overall growth of customer accounts

• Check the technical documents/requirements, for compliance, completeness and cohesiveness, to be submitted in support of request for payment requirements

• Check status of request for payment with project end-users, in relation to the completeness and acceptance of the documentary requirements submitted; revise and/or provide additional documents, as needed.

MINIMUM QUALIFICATION

• Bachelor's Degree in Business, Marketing, IT, or equivalent

• Ideally at least 2 to 3 years of experience in a B2B sales, account management, or customer success role

• Experience working in the IT industry

• Experience working with enterprise and government accounts is a plus

• Has a customer-first mindset and an advocate of excellent customer experience