VIP Escalation & Success Specialist

Payoneer; Manila; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Payoneer, based in Manila, is seeking an Escalation Fastlane Specialist to be the primary contact for VIP clients on-site. You will manage relationships, understand clients’ business needs, and coordinate with internal teams to deliver tailored solutions and timely resolutions.

The role emphasizes proactive problem-solving and ongoing support to drive renewals and growth. The position is full-time and requires hands-on engagement with high-tier accounts, ensuring high-priority service and

Qualifications

• 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 to ensure seamless service delivery.
• Oversee onboarding, implementation, and ongoing support processes.
• Identify opportunities for upselling, cross-selling, and renewals.

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.

Job description

Payoneer, based in Manila, is seeking an Escalation Fastlane Specialist to be the primary contact for VIP clients on-site. You will manage relationships, understand clients’ business needs, and coordinate with internal teams to deliver tailored solutions and timely resolutions.

The role emphasizes proactive problem-solving and ongoing support to drive renewals and growth. The position is full-time and requires hands-on engagement with high-tier accounts, ensuring high-priority service and