Client Success Specialist (US Based Client)

Employment Type:
Full-Time Employment
Work Setup:
Onsite onboarding for a two to four weeks, followed by a transition to a remote setup.
Work Schedule:
Night Shift (Following U.S. Eastern Time Zone)
Location:
Eastwood, Libis, Quezon City
Salary Package:
Up to 80,000 PHP/Monthly
Position Overview:
Customer Client Success is responsible for delivering proactive, high-quality support to the client. This role handles non-technical inbound requests, drives customer satisfaction survey participation, supports Account Managers, and ensures operational excellence for accounts not assigned to dedicated AMs.
Key Responsibilty:

• Inbound Client Requests: Manage requests forwarded from the dispatcher team that are not service-oriented, including billing and invoice issues, general problem resolution, and simple quote requests. Provide first-touch resolution or route to the appropriate team with clear documentation.
• NPS & CSAT Survey Follow-Up: Proactively reach out to clients post-project or service interaction to encourage survey completion and improve response rates. Log feedback and escalate detractor responses as needed. SLA Target:
• Data Hygiene & SBR Prep: Maintain accurate CRM records for accounts, contacts, and opportunities. Support Account Managers with SBR preparation, including compiling data, building decks, and scheduling meetings. SLA Target:
• Basic Orders & Quote Requests: Process basic orders and quote requests for small customers and Account Managers (e.g., workstations, peripherals). Ensure accuracy and timely follow-through on quotes, orders, and related communications. SLA Target:
• Microsoft Renewals & Pricing Communications: Manage renewal notifications and communicate pricing changes to clients, leveraging TDSYNNEX as the distributor. Track renewal timelines and escalate issues to Account Managers or Service Operations as needed.
• Small Customer Request Management: Serve as the primary point of contact for clients with <$1,500 MRR who are not assigned to Account Managers. Handle general requests and communications, ensuring these clients receive timely and professional service. Set up a proactive outbound cadence to connect (cadence TBD) with every client x times/year.

Requirement & Qualification:
Bachelor’s degree preferred but not required based on relevant experience
4-5 years of experience in Account Management, Customer Success, Client Services roles
Experience handling customer communications, renewals, billing inquiries, and order processing preferred
MSP, IT services, SaaS, or technology industry
Software Expertise
CRM platforms (HubSpot, ConnectWise, LMX or similar)
Microsoft Office Suite / Google Workspace
Ticketing and service management systems
Quoting processing systems preferred ( CW CPQ, QuoteWerks, TD Synnex, Ingram or similar)
Communication platforms (Microsoft Teams, Zoom, Slack)
Soft Skills Required
Excellent verbal and written communication skills
Strong customer service orientation
Attention to detail and organizational skills
Ability to multitask in a fast-paced environment
Problem-solving and critical thinking
Professionalism and accountability
Relationship-building and client engagement skills
Adaptability and willingness to learn
Strong follow-through and sense of urgency
Team collaboration
Hard Skills Required
Client request management and issue resolution
Billing and invoice support coordination
Quote creation and order processing
CRM data management and account maintenance
Renewal tracking and pricing communication
Customer satisfaction (NPS/CSAT) follow-up management
Reporting, documentation, and record accuracy
SLA management and task prioritization
Cross-functional coordination with Sales, Operations, and Service teams
Scheduling and administrative support for client meetings.
WHY INTELASSIST?
We grow together. We value your effort. We aim to empower you.