Client Success Specialist (Level 2)

The Client Success Specialist is responsible for day-to-day client relationship management, providing direct support and guidance to help clients implement and succeed with our programs. This role requires excellent communication skills, problem-solving abilities, and a proactive approach to client service.

Key Responsibilities :

Client Support & Communication (40%)

• Manage calendars and respond to client inquiries within 24 hours

• Conduct implementation and support calls with clients

• Create and send regular client communications

• Prepare and distribute educational resources

• Assist clients with technical questions and implementation

• Document client interactions and follow-up items

• Organize and facilitate client onboarding

• Maintain professional and helpful communication at all times

Client Relationship Management (30%)

• Build and nurture relationships with assigned clients

• Monitor client engagement and activity levels

• Identify at-risk clients and initiate intervention strategies

• Collect and document client feedback and suggestions

• Recognize and celebrate client milestones and successes

• Conduct regular check-ins with clients

• Identify and address potential issues before they escalate

• Create personalized support plans for struggling clients

Sales Support (15%)

• Assist with follow-up for prospects and leads

• Answer pre-sale questions from potential clients

• Participate in sales demonstrations when needed

• Provide information about program features and benefits

• Support upsell and cross-sell initiatives

• Gather testimonials and success stories for marketing

• Track conversion metrics and provide feedback

• Identify potential referral opportunities

Process Execution & Improvement (15%)

• Execute client success playbooks and processes

• Test client communication workflows

• Provide feedback on process effectiveness

• Document common client questions and challenges

• Suggest improvements to client success systems

• Assist with implementation of new processes

• Follow quality assurance protocols

• Report on client success metrics

Required Skills & Qualifications

• 1+ years of customer service or client support experience

• Strong written and verbal communication skills

• Basic understanding of marketing and sales concepts

• Experience with CRM systems

• Problem-solving mindset

• Attention to detail

• Time management and organizational skills

• Ability to learn and explain technical concepts

Personal Qualities

• Strong communication skills

• Self-motivated and proactive approach

• Trustworthiness and reliability

• Multitasking capabilities

• Time management skills

• Cultural awareness

• Ethical behavior

• Decision-making abilities

Technology Proficiency

• Go High Level CRM (or similar)

• Email and communication platforms

• Video conferencing tools

• Microsoft Office suite

• Project management tools

• Documentation systems

• Social media platforms

• Basic understanding of automation tools

Success Metrics

• Client satisfaction ratings

• Response time to client inquiries

• Client retention rate for assigned accounts

• Upsell/cross-sell conversion

• Client engagement levels

• Issue resolution time

• Quality of documentation

• Client referrals generated

Compensation Range

$5-8/hour

Details:

Fulltime work 40HRS/WK

Working Hours:

9:00AM - 6:00PM PST

Non Negotiables:

Screenshot and Productivity Tracker

Graveyard Shift ( Philippine Time )

Benefits:

•Paid 30 business days of training (focused on both mindset and skillset).

•Work-from-home opportunity

•9th month, anniversary, and performance bonuses.

•Access to training resources.

•Collaborate with an excellent community of VAs.

•Weekly payment.

•Claim reimbursements every quarter for PhilHealth contributions after 6 months of tenure, and after 1 year opt between PhilHealth or HMO.

Why Join us?
Join Phyllis Song Consulting as a Client Success Manager and build meaningful relationships that help clients thrive. Be part of a supportive, results-driven team that values service, growth, and impact.