Customer Success Specialist

The Client Success Specialist is responsible in supporting Client Success Managers and Implementation Managers in delivering operational and post-implementation services to assigned client portfolios. The role manages onboarding coordination, operational documentation, reporting, and recurring client deliverables while ensuring accuracy, timely follow-ups, and good customer experience.

Tasks and Responsibilities:

1. Collects carrier and provider details and creates Letters of Authorization (LOAs).
2. Coordinates execution of LOAs between parties and validates finalized documentation.
3. Manages data collection, status tracking, and communications related to accounts, carrier portal access, credential logging, invoice collection, and related onboarding tasks.
4. Participates in customer User Acceptance Testing (UAT).
5. Assists Implementation Managers in documenting operational processes established during onboarding.
6. Supports operational go-live readiness sign-off activities.
7. Works closely with Client Success Managers who serve as primary client contacts.
8. Handles recurring operational tasks such as Quarterly Business Review preparation, real-time usage checks, and allocation reporting.
9. Supports client reporting and prepares documentation required for client meetings.
10. Tracks missing invoices and monitors open tickets and incidents, following up as needed.
11. Coordinates with carriers to resolve billing disputes or ticket issues.
12. Serves as backup support for Client Success Managers when required.

Qualifications:

1. Bachelor's degree in a relevant field or equivalent work experience.
2. Minimum of three (3) years of experience in a client support capacity.
3. Experience in Microsoft Office, particularly Excel, with expertise in Pivot Tables, VLOOKUP/XLOOKUP, SUMIFS/COUNTIFS, conditional formatting, and data validation.
4. Experience in using ServiceNow (SNow).
5. Demonstrates strong interpersonal and customer service skills.
6. Demonstrates strong organizational skills and attention to detail.
7. Demonstrates the ability to manage multiple priorities and meet deadlines.
8. Demonstrates strong analytical and problem-solving skills.
9. Demonstrates the ability to function effectively in a high-paced environment.
10. Clear and coherent both written and verbal communication skills in English.
11. Amenable to work US business hours.

Work Location: WFH (within PH only)

Work Schedule: 9 PM - 6 AM, Monday to Friday, PH time