Senior Client Success Specialist

Our Client Success team partners with US-based businesses to build, manage, and scale high-performing offshore teams. We manage service delivery across a large portfolio of active accounts, serving as the single point of contact across Talent Acquisition, HR, IT, Finance, and Operations.

We're looking for an independent, highly skilled Senior Client Success Specialist to join our team. The ideal candidate will have a passion for strategic account management and service delivery operations, managing high-stakes client relationships and complex operational escalations.

This is a full-time permanent role, on a US night shift (8:00 PM to 5:00 AM PH Time) and on a Hybrid setup based in Cebu City, Philippines.

If you have the right skill set, this may be your opportunity to enter this fast-growing organization.

DUTIES AND RESPONSIBILITIES:

• Primary point of contact (SPOC) for strategic client accounts, managing C-Suite and executive-level relationships.
• Independently prepare and facilitate data-backed Quarterly and Executive Business Reviews (QBRs/EBRs).
• Monitor account health, expansion signals, renewals, and risk mitigations via CRM pipeline architecture.
• Own cross-functional L2 escalation resolution (TA, HR, IT, Finance, Payroll) from initiation to closure.
• Apply ITIL-aligned problem management and Root Cause Analysis (RCA) to build operational prevention frameworks.
• Govern Service Desk SLA compliance, managing ticket queue health and backlog to prevent breaches.
• Drive continuous improvement by executing at least one DMAIC-based process initiative per quarter.
• Build and maintain dynamic performance dashboards and metrics utilizing advanced Google Sheets logic.
• Deliver weekly/monthly reporting dashboards calling out data trends and strategic recommendations.
• Mentor and conduct structured capability-building coaching sessions with Client Success Specialists.
• Support the Client Success Manager in departmental WIG tracking and 4DX scoreboard maintenance.

QUALIFICATIONS:

• Bachelor's degree in Business, Management, Operations, Data Analytics, or a related field.
• Minimum of 3 years of operations experience in a BPO or RPO environment with ownership of outcomes.
• Minimum of 1 year in a Senior Team Lead, Supervisory, or equivalent account accountability role.
• Proven experience facilitating formal business reviews with senior, client-facing stakeholders.
• Advanced Google Sheets proficiency (dashboards, pivot tables, XLOOKUP, and array formulas).
• Experience managing pipelines within CRM platforms (HubSpot, Salesforce, GoHighLevel, or equivalent).
• Working knowledge of service desks or ticketing platforms (Jira Service Management, Zendesk, etc.).
• Strong executive presence with the ability to navigate high-stakes, difficult client conversations.
• ITIL Foundation certification or operational exposure to problem/incident management is highly preferred.
• Lean Six Sigma certification (White/Yellow/Green Belt) or structural application of DMAIC is preferred.
• Absolute willingness to work the US night shift (8 PM–5 AM PH Time) on-site/hybrid in Cebu City.a