Description

ProtopVA Community is excited to present this new job opportunity for a Full-Time Customer Success Manager For ProtopVA (Philippines).

**Fluent English Required**

COMPANY INFORMATION

ProtopVA is a Human Resource Services startup agency with its main offices in Houston, Texas.  We are a team that supports each other and believes in 1-improving ourselves, 2-self-awareness, 3-embracing and taking responsibility for our mistakes and growth, and 4-doing everything with integrity and passion.

OPPORTUNITIES OFFERED WITH THIS JOB

•      Opportunity to work alongside a detail-oriented team.

•      Opportunity to be part of a US company

•      Opportunity to work with a great team.

JOB DESCRIPTION

1.  Customer Engagement, Issue Resolution, and Service Knowledge:

• Initiate proactive communication with clients to understand their goals, challenges, and requirements.

• Maintain a positive and empathetic attitude when interacting with customers, building rapport and trust.

• Present, promote, and sell our services to existing and potential customers by highlighting the benefits and value that we bring on Video Calls, Phone Calls, and Emails.

• Address customer inquiries, concerns, and issues promptly and accurately.

• Troubleshoot problems, provide solutions and guide customers through various processes.

• Develop a deep understanding of the company's services, including features, benefits, and usage.

• Communicate service information to customers to aid in their decision-making.

• Assist clients in utilizing the company's offerings effectively, ensuring they maximize value.

• Provide technical support and guide clients through any challenges they encounter.

2. Relationship Building, Upselling and Renewals:

• Build and maintain strong relationships with clients, becoming a trusted advisor.

• Regularly check in with clients to gather feedback, address concerns, and identify opportunities for improvement.

• Identify upselling and cross-selling opportunities based on customer needs and usage patterns.

• Assist in the renewal process by demonstrating ongoing value to clients.

• Ask clients for reviews and referrals

• Encourage clients to leave reviews or testimonials on relevant platforms (e.g., your website, social media, review sites) to build credibility.

 3. Customer Success Planning:

• Collaborate with clients to develop success plans, setting clear objectives and milestones.

• Collaborate with manager and other team members to develop plans to add value to clients

• Monitor progress towards goals and make adjustments as needed to ensure client satisfaction.

• Advocate for customer needs within the organization to drive continuous improvement.

• Collaborate with internal teams (sales, marketing, product, etc.) to relay customer feedback and insights.

 4. Data Management and Metrics:

• Keep accurate records of customer interactions, inquiries, and resolutions in the CRM system.

• Use data to generate insights and identify trends that can guide improvements in customer interactions.

• Track key performance indicators (KPIs), such as customer satisfaction, response time, and issue resolution rate.

• Generate regular reports to assess performance and identify areas for enhancement.

 5. Sales

• Provide Assistance to the Sales Department as needed and help them book calls with potential clients.

• Analyze the costs and benefits of working with existing and potential customers

• Foster positive business relationships to drive repeat sales and increase overall revenue

• Conduct cost-benefit and needs analyses of existing and potential customers to provide tailored solutions.

• Call or text potential leads over the phone and offer information about the company’s services to find out who would be interested in.

• Perform warm calls to verify lead’s information, learn about their business, and offer our services.

• Book Appointments with potential clients and team members  

• Use Book Like A Boss booking software or similar to handle sales calls

 6. Lead Generation & Social Media Outreach

• Find ideal contacts/leads/clients and reach out to them via DM (Direct Message)

SUCCESS PROFILE FOR THIS ROLE

• Innovative and proactive: People who can think for themselves and be proactive/ People who work independently, are resourceful, and can think up solutions to problems independently/ People who can think creatively to solve problems.
• People & Relationships: Easy to speak with and a good listener/ Someone that is open to feedback without being offended, willing to make mistakes, and be ok when the company tells them how to improve/ Supportive, and always willing to help.
• Work Load & Stress Management: Able to manage stressful situations without affecting them on a personal level/ Must be extremely organized and detail-oriented/ Ability to work under pressure.
• Technology & Software: Computer savvy, able to teach systems and software to others/ Knowledge or willing to invest time in training themselves on the different platforms of the business.
• Communication & Language: Always available to respond quickly when contacted via phone, text, chat, email, etc./ Comfortable making calls and know how to properly communicate with contractors and clients.

SCHEDULE AND PAY RATE

•      Schedule: Monday – Friday (Availability to work in a flexible schedule)

•      Time Zone: Philippine Time

•      Hours: 20-40 hours/week or to be discussed. 

•      Languages Required: English

•      Open to: The Philippines

•      Pay Rate: $3 - $5/hour

*Rates are dependent on your experience, determined by ProtopVA.*

QUALIFICATIONS
- Outstanding communication and presentation skills, both written and verbal.
- 2 years of experience working as a Virtual Assistant.

Apply for this Job by submitting your proposal! To have your proposal considered, please CAREFULLY READ the following guidelines in THIS LINK. 

PROPOSALS WITH INCORRECT STRUCTURE WILL BE DISREGARDED.

PROTOPVA REQUIRED VALUE STANDARDS FOR ALL POSITIONS

1.     Honesty & integrity at all times

2.     Quick to respond and communicate

3.     Proactive, go-getter, figuring things out on his own (make Google your best friend)

4.     Humble, responsible, and accountable

5.     Professional and focused

6.     Looking for long-term work relationship 1-3+ years

7.     Team oriented

8.     Always willing to learn new things and develop new skills

9.     Efficient and committed to delivering on expectations, and deadlines.