客户成功专员 [2622-302609]
Customer Success Specialist [2622-302609]
公司简介
LevelUp 是一家专业机构，为代理机构、软件供应商和网站所有者提供顶级外包解决方案。在过去七年中，我们成功与多家公司合作，为他们提供卓越的技术、运营和后台支持。我们的庞大团队由技能娴熟、充满热情的专业人士组成，致力于为客户带来顶级成果。
职位简介
客户成功专员是一个充满活力、注重执行的角色，旨在支持我们客户平台上的高流量客户群体。作为协作型“成功小组”的关键成员，您将积极与客户互动，确保他们最大化平台价值，理解其不断变化的需求，并引导他们实现业务目标。您的主要任务是管理商业生命周期——包括建立合作伙伴关系、降低风险、续约和合同管理——涵盖大量客户账户。理想的候选人是一位精力充沛、注重细节的专业人士，渴望掌握科技行业的商业方面。这个基础职位为职业发展提供了清晰的路径，可进入专门的客户成功角色。
参考编号：2622-302609
职责
- 对指定的高流量客户账户的整个续约流程负责，确保及时完成合同并保持高水平的毛收入留存率（GRR）。
- 管理客户关系，包括处理变更请求、解答账单问题，并确保CRM数据准确。
- 评估、处理并准确执行客户的降级请求，根据公司政策进行操作，确保识别、记录并通过内部升级或基于价值的讨论来管理保留风险。
- 参与特殊项目和以客户为中心的举措，如定向活动、流程试点和运营计划，旨在提高保留率和效率。
- 主持客户电话和虚拟会议，促进商业执行，并在续约和保留生命周期中解决客户需求。
- 每日与客户成功经理（CSM）团队合作，提供无缝、统一的客户体验。
- 作为您小组内商业升级的主要联系人，与财务和法务部门合作，克服续约障碍。
- 通过更新CRM数据保持出色的CRM卫生状况。
查看英文原文
Company Overview
LevelUp is a specialized agency offering premier outsourcing solutions to agencies, software vendors, and website owners. Over the past seven years, we have successfully partnered with diverse companies to provide exceptional technical, operational, and back-office support. Our expansive team consists of skilled, passionate professionals dedicated to delivering top-tier results for our clients.
Position Overview
The Customer Success Specialist is a dynamic, execution-focused role tailored to support a high-volume customer segment across our clients' platforms. As a vital, client-facing member of a collaborative "Success Squad," you will proactively engage with customers to ensure they maximize platform value, understand their evolving needs, and guide them toward achieving their business objectives. Your primary mission is to manage the commercial lifecycle—encompassing partnership building, risk mitigation, renewals, and contract management—for a vast portfolio of accounts. The ideal candidate is an energetic, detail-oriented professional eager to master the commercial facets of the tech industry. This foundational role offers clear pathways for career advancement into a dedicated Customer Success role.
Reference: 2622-302609
Responsibilities
- Take ownership of the end-to-end renewal process for assigned high-volume accounts, guaranteeing timely contract execution and sustaining a high Gross Revenue Retention (GRR).
- Administer the customer relationship, including processing amendments, addressing billing inquiries, and ensuring CRM data accuracy.
- Evaluate, process, and accurately execute customer downgrade requests in accordance with company policy, ensuring retention risks are identified, documented, and managed through internal escalation or value-based discussions.
- Contribute to special projects and customer-centric initiatives, such as targeted campaigns, process pilots, and operational programs aimed at boosting retention and efficiency.
- Lead customer calls and virtual meetings to facilitate commercial execution and address customer requirements throughout the renewal and retention lifecycle.
- Collaborate daily with a team of Customer Success Managers (CSMs) to deliver a seamless, unified customer experience.
- Serve as the primary point of contact for commercial escalations within your squad, partnering with Finance and Legal departments to overcome renewal obstacles.
- Maintain impeccable CRM hygiene by updating renewal dates, contact information, and commercial notes in real-time to enable accurate executive forecasting.
- Proactively identify bottlenecks within the high-volume renewal workflow and recommend automation or process enhancements to elevate squad efficiency.
- Drive relentless execution to meet and exceed team-based KPIs, including Net Revenue Retention (NRR), On-Time Renewal Rate, and Task Completion Speed.
Requirements
- 1 to 2 years of proven experience in a customer-facing role, such as Account Management, Sales, Support, or Customer Success.
- Demonstrated expertise in handling customer retention and managing escalations.
- Strong comfort level and confidence in conducting live customer calls and virtual meetings.
- Exceptional written and verbal English communication skills, with the ability to manage high-volume email and chat correspondence displaying professional "Executive Presence."
- Strict adherence to scheduled working hours aligned with North America Central Time.
- Prior experience in Customer Success and a B2B SaaS or tech environment is highly preferred.
- Proficiency with CRM tools (e.g., Salesforce) and Customer Success platforms (e.g., Gainsight) is preferred.
- Strong working knowledge of Google Workspace (G Suite).
- A proactive, can-do attitude combined with a strong team-oriented, supportive approach.
- Genuine passion for problem-solving, customer experience, continuous learning, and self-improvement.
More Information
- Location: Philippines, fully remote
- Employment type: Regular, full-time
- Equipment provided
- 13th month pay
- HMO
Originally posted on Himalayas