Customer Success Associate

Vivant is looking for experienced individuals to manage the day-to-day operation and customer success for our client as well as any required tasks assigned by other members that can be done.
Work directly with our sales, support, and accounting team to coordinate and gather information about potential clients and existing clients by calling previous carriers and finding out if the client is under contract or obligations, documenting all notes under projects/leads/client info within our business management platform, Utiliko.

Responsibilities--

Customer Relationship Management:

Build and maintain strong, long-lasting client relationships.
Develop a trusted advisory relationship with key accounts, customer stakeholders, and executive sponsors.
Onboarding and Training:

Ensure a smooth onboarding process for new clients.
Conduct product training sessions to help customers get the most out of our offerings.
Account Management:

Monitor account health, identifying any potential issues or opportunities.
Collaborate with the sales team to identify upsell or cross-sell opportunities.
Feedback and Improvement:

Gather customer feedback, sharing insights with product, sales, and marketing teams.
Advocate for product features and improvements based on customer needs and feedback.
Retention:

Identify and reduce churn risks, ensuring customer satisfaction and loyalty.
Implement strategies and action plans to ensure the renewals of client contracts.
Performance Metrics:

Monitor and analyze customer's usage of our product, providing insights and best practices to help them achieve their desired outcomes.
Track key account metrics and set clear performance indicators for client satisfaction and product adoption.

Installation:
Serve as the liaison among internal teams (Sales, installation, support, accounting) and client to ensure that project is moving along successfully. This requires attending sales meetings to get Knowledge Transfer, relaying that information for parts to be ordered and installation team, support team to ensure proper numbers are ported, correct services are getting installed, keeping the client abreast of all upcoming installation dates and finally ensuring the previous services are disconnected from the old accounts of client and our accounting team starts billing of our new service. Lastly, ensuring previous services of clients are cancelled and everything is fully documented.

Post Installation:
Calling and disconnecting accounts once projects are installed, understanding the telecom world of how porting a number works, placing orders for new services with our partners for new internet service, answering calls/emails and coordinating installation with our clients.

Once projects are installed, ensuring we set up the client for billing in Utiliko, ensuring if there are any past due invoices, we contact the client and collect payments, answering calls and responding to client issues, creating support tickets for them and routing those tickets to support staff.
Documentation of all responsibilities, creating training videos, taking charge of creating new workflows to make the company and process more efficient for both the Client and our company.
Requirements:
Professional, well mannered, extremely well organized, self-motivated, hard (smart) working, reliable communication method (phone, internet), out-of-the-box thinking, problem solver.

Ideal candidate:
One who meets the requirements above, is able to solve problems, is well organized and can learn and seek to learn. We want a teaUpgrade to see actual infomber to start here, learn the operation and move up within the company ranks and recruit others in the future to build the team.

Future:
We are a fast growing company and this creates a perfect opportunity for those looking to build a long term career. Your responsibilities will become the base line for your growth. If you are able to go above and beyond, show through actions that you care, you make life easier for the rest of our staff and make our clients more effective, then this will accelerate your path of growth within Vivant.


Benefits:
Competitive Salary
Paid Training
Paid Time Off
HMO for regular employees
Retirement Plan
Holiday Cash Gift
Recognition and Rewards

Job Type: Contract, Full-time

Schedule:
8 hour Shift
Graveyard

Supplemental pay types:
13th month pay

Ability to commute/relocate: Cebu IT Park, PH (On-Site)

Experience:

Customer success: 2 years (Required)

Work Location: In person

Apply by following the link: Upgrade to see actual info