VIP Client Success & Escalation Specialist

Payoneer Inc.; Manila; On-site; PHP 1,000,000 - 1,400,000; Full time

Job summary

Payoneer Inc. is seeking an Escalation Fastlane Specialist to serve as the primary contact for VIP and high-tier clients, delivering end-to-end solutions and coordinating with internal teams for seamless service delivery.

The role emphasizes understanding client needs, proactive support, and long-term relationship-building. You will oversee onboarding, issue resolution, and opportunities for renewals and upselling, while acting as an internal advocate to influence product and service

Qualifications

• Experience serving VIP/high-tier clients and maintaining long-term relationships.
• Ability to understand client needs and coordinate across departments.
• Proactive problem-solving and customer advocacy within the organization.

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.
• Participate in training and development to improve skills and knowledge.
• Identify opportunities for upselling, cross-selling, and renewals.

Skills

VIP client relationships

Problem solving

Cross-functional coordination

Account management

Upselling opportunities

Job description

Payoneer Inc. is seeking an Escalation Fastlane Specialist to serve as the primary contact for VIP and high-tier clients, delivering end-to-end solutions and coordinating with internal teams for seamless service delivery.

The role emphasizes understanding client needs, proactive support, and long-term relationship-building. You will oversee onboarding, issue resolution, and opportunities for renewals and upselling, while acting as an internal advocate to influence product and service