Client Success Specialist (REMOTE - Work From Home)

helloassist is looking for a Client Success Specialist (REMOTE - WFH) to ensure our clients’ satisfaction by providing responsive, high-quality support throughout their journey.

The Client Success Specialist will serve as the primary contact for clients, assisting with onboarding, resolving issues, answering inquiries, and ensuring smooth day-to-day interactions. This role is ideal for a proactive and detail-oriented individual who thrives in a fast-paced environment and is passionate about delivering excellent client experiences.

We're a small, fast-growing startup on the lookout for versatile team members ready to dive into new skills like fine tuning processes and crafting business policies. You'll be a key player in our core team, driving processes and development. Success here means thriving under pressure and nailing the details. With high expectations and minimal hand-holding, you'll need to be a pro at figuring things out on your own. As they say, startups aren’t for everyone—they’re the wild west of the business world.

Think you're a resourceful go-getter? We want you on our team!

What We Offer:

• Competitive Salary: 45,000 - 60,000 PHP/month, based on your experience
• Remote Work: Enjoy the flexibility of working from home
• Paid Time Off: Paid leaves and holidays to recharge and relax
• Health Benefits: Enroll insurance plans from the HMOs of your choice
• Growth Opportunities: Training programs to boost your skills
• Mentorship: Access to mentor programs for career development
• Rewards: Milestone recognition and bonus programs
• Performance Bonuses: Earn extra for your outstanding work

Results We Expect:

• Respond to all client inquiries within 24 hours.
• Maintain 90%+ client satisfaction through prompt, professional support.
• Resolve 95% of account, billing, and service issues within 48 hours.
• Attend 100% of client onboarding sessions for smooth transitions.
• Deliver one training session per client within the first two weeks.
• Address onboarding questions within 24 hours.
• Process account updates and service requests within 24-48 hours.
• Troubleshoot and resolve 90% of client concerns within 48 hours.
• Update client interaction logs daily to track issues and improvements.
• Conduct bi-weekly check-ins to ensure client satisfaction.
• Provide one service optimization recommendation per client quarterly.
• Collect client feedback quarterly for service improvements.

Your Responsibilities:

• Serve as the primary contact for assigned clients, ensuring a positive and productive relationship.
• Advocate for client needs internally, collaborating with teams to improve services and resolve issues.
• Guide clients through onboarding with tailored plans for a seamless transition.
• Conduct training sessions and provide ongoing resources to help clients maximize service value.
• Track and document KPIs, competency benchmarks, and learning needs within defined timeframes.
• Assist with invoicing, ensuring accuracy and timely processing.
• Conduct regular check-ins and business reviews to assess client needs and identify growth opportunities.
• Collect and relay client feedback to enhance product and service offerings.
• Implement strategies to boost client retention and satisfaction.
• Monitor and analyze key client success metrics to ensure high service standards.
• Prepare and present reports on client engagement, satisfaction, and service trends.
• Use data insights to refine internal processes and improve the overall client experience.

Minimum Requirements:

• 3-5 years of experience in client success, account management, or a related role
• Bachelor's degree in Business Administration, Management, Psychology, or related fields
• Proven client-facing experience with strong client relationship skills
• Direct client interaction experience and high understanding of client needs
• Familiarity with productivity tools like project management, time-tracking, and performance dashboards
• Excellent communication, active listening, and constructive feedback skills
• Strong analytical and problem-solving abilities for addressing performance gaps and complex issues
• Ability to thrive in fast-paced, high-pressure environments, and manage time effectively
• Exude leadership skills that inspires, motivates, and fosters a positive, inclusive work environment
• Displays high accountability, integrity, and professionalism in handling confidential information
• Continuous learner, adaptable to change, and embraces innovation and new technologies
• Experience working on a Graveyard Shift
• Experience of taking little direction and figuring things out on their own

Preferred Skills:

• Experience in the Outsourcing or B2B industry
• Familiarity with client retention strategies
• Experience working with startups or fast-growing companies

The helloassist Values
 

Adaptability

We lead with empathy and take care of one another. The ability to change and adjust one’s behavior or strategy based on the shifting demands of the organization, market, or general circumstances. Being proactive and resourceful in new environments with the capacity to bounce back from setbacks.

Client-Centric

Our goal is to make it easier for our clients to see success in less time and with less effort and sacrifice. We don’t have to “acquire” clients; our clients do that for us. “Client-centricity isn’t about focusing on the client to the exclusion of everything else; it’s about considering the client in every decision you make.” -Anonymous

Simplification And Systemization

We work to identify the root cause of issues and then create the simplest system to solve it once and for all. In a quest to get and be “more,” it’s very easy to add ”more,” but we prefer having and doing less to achieve “more”. “The more constraints one imposes, the more one frees one’s self.” -Igor Stravinsky

Accountability

To blame someone else is to admit you are powerless. We do what is asked and then some. If someone else messes up it was our fault for counting on them in the first place. Complaining and excuses will not be tolerated. “Responsibility equals accountability equals ownership. And a sense of ownership is the most powerful weapon a team or organization can have.” -Pat Summitt

Radical Transparency

Transparency builds trust, trust builds teams, and teams build companies. Transparency sometimes means revealing your flaws, which only creates more trust, which only builds better companies. “If you are handling things well, radical transparency will make that clear, and if you are handling things badly, radical transparency will make that clear as well, so it helps to maintain high standards.” -Ray Dalio

We Improve Daily

Everyday is a chance to learn something new. Relentless and persistent, we pursue to improve and better ourselves with each day that passes. No matter how small, a win is a win and we will celebrate it. “Action leads to insight more often than insight leads to action.” -Unknown