VIP Client Success & Escalation Lead

Payoneer Singapore Pte Ltd; Manila; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Payoneer Singapore Pte Ltd is seeking an Escalation Fastlane Specialist to act as the primary contact for VIP and high-tier clients, delivering end-to-end solutions and ensuring seamless communication with internal teams.

You will deeply understand clients’ business needs, proactively solve problems, and foster long-term relationships, overseeing onboarding, implementation, and ongoing support while advocating for clients to influence product improvements.

Responsibilities

• Serve as the main contact for VIP and high-tier clients, building and maintaining strong, long-term relationships
• Understand clients' business needs, goals, and challenges to provide tailored solutions and troubleshoot issues with different departments
• Anticipate client needs and proactively offer support
• Coordinate with internal teams (e.g., GTM, sales, support, GBT, risk, product, technical teams) to ensure seamless service delivery
• Oversee onboarding, implementation, and ongoing support processes
• Ensure clients receive high-priority support and timely resolutions to issues
• Act as an advocate for VIP clients within the organization to influence product development and service improvements
• Identify and flag potential risks on VIP accounts for retention or satisfaction
• Seek opportunities to enhance account management processes
• Identify opportunities for upselling, cross-selling, and renewals

Job description

Payoneer Singapore Pte Ltd is seeking an Escalation Fastlane Specialist to act as the primary contact for VIP and high-tier clients, delivering end-to-end solutions and ensuring seamless communication with internal teams.

You will deeply understand clients’ business needs, proactively solve problems, and foster long-term relationships, overseeing onboarding, implementation, and ongoing support while advocating for clients to influence product improvements.