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 VA's

•      Pay Rate: $3 - $4/hour

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

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.

*To join our telegram group and learn more about our open positions, click on this link (Philippines):  https://t.me/+iBlvMlhGzzoyZWZh

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

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.