202508 | Customer Success at VAA Philippines

JOB DESCRIPTION

As a Customer Success, you will be responsible for ensuring our clients achieve their desired outcomes while using our services. This involves leading new customer onboarding, proactively managing client relationships to ensure satisfaction and growth, and efficiently handling various client requests and support needs. Your role is crucial in fostering longterm client partnerships and identifying opportunities for mutual success.

KEY RESPONSIBILITIES

• New Customer Onboarding:
  • Lead the core internal team to prepare for client kickoff meetings.
  • Review client requirement lists and manage clarification issues.
  • Ensure all relevant data, including KYC and customer profiles, is prepared for kickoff.
  • Categorize and classify customers (e.g., VIP levels).
  • Manage set expectations and create work plans with customers, including milestones and target dates for projects.
  • • Customer Success Management:
      • Ensure internal teams and VAs are aligned for seamless service delivery, especially when multiple VAs are supporting a client.
      • Conduct regular customer health checks and followups.
      • Facilitate internal team recurring meetings to review client status.
      • Identify and manage risks and gaps, applying action plans for corrective actions and notifying relevant stakeholders.
      • Track project plan targets and milestones.
      • Identify potential customer business growth opportunities and suggest additional services.
      • Coordinate relevant training for VAs supporting customers if knowledge gaps are identified.
      • Organize customer surveys and health check meetings.
      • Handle customer complaints and lead the core team to resolve problems.
      • Manage holiday greetings, promotions, and course communications for clients.
      • Identify potential future reopening opportunities at the end of a contract.
      • Ensure a smooth transition to replacement VAs in case of VA resignations.
      • Manage escalation paths for critical client issues.
      • • Client Requests & Support:
          • Handle new customer requirements or additional support requests.
          • Coordinate new service requests, including the provision of additional VAs.
          • Manage requests for upskilling of VAs.
          • Coordinate changes in schedule or hours as requested by clients.

          • • 
              

              LINE OF BUSINESS (LOB)

              • Customer Success Virtual Assistance, focused on proactive client relationship management, onboarding, and ensuring longterm client satisfaction and growth.
              • Specialized in (e.g., Client Onboarding, Relationship Management, Risk Mitigation, Growth Identification, Training Coordination, Complaint Resolution, Contract Management)
              • Focus Areas:
                • Leading the seamless onboarding of new clients.
                • Continuously monitoring client health and satisfaction.
                • Identifying and driving opportunities for client business growth.
                • Managing client expectations, issues, and requests effectively.
                • Ensuring smooth transitions for VAs and client engagements.

                • • 
                    

                    QUALIFICATIONS

                    • College Graduate, preferred
                    • Must be fluent in English (speaking and in writing).
                    • Must have at least a minimum of 12 years work experience in a Customer Service or Client Handling role via Chat, Email, and Calls.
                    • Must have strong experience and be proficient in ClientFacing roles.
                    • Good timemanagement skills.
                    • Available for a fulltime job.
                    • Willingness to undergo training and adapt to new processes.

                    • 
                      

                      SYSTEM REQUIREMENTS

                      Main Device:

                      • Processor: Core i3 or Ryzen 3 and above (5th Gen) or AMD equivalent. The use of mobile phones or tablets is not accepted.
                      • RAM: 8 GB and above
                      • Storage: 112 GB
                      • Internet Connectivity: 20 MBPS and above (both for Download and Upload Speed)

                      • Backup Device:

                        • Processor: Core i3 or Ryzen 3 and above (5th Gen) or AMD equivalent. The use of mobile phones or tablets is not accepted.
                        • RAM: 4 GB
                        • Storage: 112 GB
                        • Internet Connectivity: 10 MBPS

                        • Note: The use of mobile phones or tablets is not accepted for this role.