Senior Client Success Specialist

Tahche Outsourcing Services Inc; Cebu City; On-site; PHP 500,000 - 700,000; Full time

Job summary

Tahche Outsourcing Services Inc is seeking a Senior Client Success Specialist based in Cebu City, Philippines. In this full-time permanent role, you will serve as the primary contact for managing high-stakes client relationships and operational escalations across multiple departments.

The ideal candidate will possess a Bachelor’s degree and have at least 3 years of operations experience within a BPO or RPO environment, with advanced skills in Google Sheets and CRM platforms. This position requires a willingness to work the US night shift from 8 PM to 5 AM PH Time, adopting a hybrid setup.

Qualifications

• Minimum of 3 years of operations experience with ownership of outcomes.
• Minimum of 1 year in a Senior Team Lead or equivalent role.
• Strong executive presence for high-stakes client conversations.

Responsibilities

• Primary point of contact for strategic client accounts.
• Prepare and facilitate data-backed Quarterly and Executive Business Reviews.
• Monitor account health and manage escalations.

Skills

Advanced Google Sheets proficiency

Operations experience in a BPO or RPO environment

Facilitating formal business reviews

Managing pipelines within CRM platforms

Navigating high-stakes client conversations

ITIL Foundation certification

Lean Six Sigma certification

Education

Bachelor’s degree in Business, Management, Operations, or Data Analytics

Tools

CRM platforms (HubSpot, Salesforce, GoHighLevel)

Jira Service Management

Zendesk

Job description

About the job Senior Client Success Specialist

Our Client Success team partners with US-based businesses to build, manage, and scale high‑performing offshore teams. We manage service delivery across a large portfolio of active accounts, serving as the single point of contact across Talent Acquisition, HR, IT, Finance, and Operations.

We’re looking for an independent, highly skilled Senior Client Success Specialist to join our team. The ideal candidate will have a passion for strategic account management and service delivery operations, managing high‑stakes client relationships and complex operational escalations.

This is a full‑time permanent role, on a US night shift (8:00 PM to 5:00 AM PH Time) and on a Hybrid setup based in Cebu City, Philippines.

If you have the right skill set, this may be your opportunity to enter this fast‑growing organization.

DUTIES AND RESPONSIBILITIES

Primary point of contact (SPOC) for strategic client accounts, managing C‑Suite and executive‑level relationships.

Independently prepare and facilitate data‑backed Quarterly and Executive Business Reviews (QBRs/EBRs).

Monitor account health, expansion signals, renewals, and risk mitigations via CRM pipeline architecture.

Own cross‑functional L2 escalation resolution (TA, HR, IT, Finance, Payroll) from initiation to closure.

Apply ITIL‑aligned problem management and Root Cause Analysis (RCA) to build operational prevention frameworks.

Govern Service Desk SLA compliance, managing ticket queue health and backlog to prevent breaches.

Drive continuous improvement by executing at least one DMAIC‑based process initiative per quarter.

Build and maintain dynamic performance dashboards and metrics utilizing advanced Google Sheets logic.

Deliver weekly/monthly reporting dashboards calling out data trends and strategic recommendations.

Mentor and conduct structured capability‑building coaching sessions with Client Success Specialists.

Support the Client Success Manager in departmental WIG tracking and 4DX scoreboard maintenance.

QUALIFICATIONS

Bachelor’s degree in Business, Management, Operations, Data Analytics, or a related field.

Minimum of 3 years of operations experience in a BPO or RPO environment with ownership of outcomes.

Minimum of 1 year in a Senior Team Lead, Supervisory, or equivalent account accountability role.

Proven experience facilitating formal business reviews with senior, client‑facing stakeholders.

Advanced Google Sheets proficiency (dashboards, pivot tables, XLOOKUP, and array formulas).

Experience managing pipelines within CRM platforms (HubSpot, Salesforce, GoHighLevel, or equivalent).

Working knowledge of service desks or ticketing platforms (Jira Service Management, Zendesk, etc.).

Strong executive presence with the ability to navigate high‑stakes, difficult client conversations.

ITIL Foundation certification or operational exposure to problem/incident management is highly preferred.

Lean Six Sigma certification (White/Yellow/Green Belt) or structural application of DMAIC is preferred.

Absolute willingness to work the US night shift (8 PM–5 AM PH Time) on‑site/hybrid in Cebu City.