The Client Success/Key Accounts Specialist performs day-to-day implementation of policies and processes to meet client expectations.

Responsibilities

• Drive client engagement by maintaining a consistent and positive relationship with clients throughout all phases of service fulfillment.
• Support preparation for presales and service upgrades, such as but not limited to data collection for needs diagnosis, business presentations.
• Coordinate the process throughout the client lifecycle (from onboarding to offboarding) and maintain a positive relationship with supporting peer functions.
• Implement general and client-specific policies and processes to deliver the Service Level Agreement, including business continuity plans.
• Ensure proper documentation of finance-related transactions to monitor adherence to budget.
• Employ efficient documentation practices (e.g., maintenance of employee.
• performance records, templates, policies, and procedures) across different tools and mediums to support accurate retrieval of information necessary for client reporting or audit activities.
• Conduct daily company administrative processes and procedures.
• Provide assistance to the Senior Key Account Manager, CEO, and other Core members within the company.
• Review, gather information, and assess current processes and policies in place to determine ways to improve; Develop and establish action plans that would improve efficiency, effectiveness, and morale of the team.
• Source and coordinate contractors and suppliers for required products and services.
• KPIs: Net promoter score, internal headcount growth, retention rate.

Qualifications

• With 2+ years’ of administrative experience, supporting various team and executives
• Previous experience as an Operations Supervisor, Team Leader, Client Services, or Account Executive in a BPO setting is required
• Fluent with G-Suite (Gmail, calendar, forms, sheets, docs) and Microsoft Office
• Excellent verbal and written communication skills
• Intermediate working knowledge on dashboard design and performance evaluation
• Ability to work well in a fast-paced environment
• Must be able to work proactively and deliver within a limited time range or frame with minimal or no supervision
• A team player with a high level of dedication
• Excellent team development and leadership skills
• Exhibits good organizational skills and high attention to detail
• Critical thinker, self-starter and goal-oriented
• Willing to work night shift/shifting schedule