Client Success Manager
Full-Time | Remote, Philippines
What is TaskPluto?
TaskPluto is an offshore outsourcing agency committed to delivering exceptional results for our valued clients. Our core mission revolves around empowering businesses through top-tier outsourcing solutions while redefining industry standards. At the heart of our operations lies a strong emphasis on cultivating a collaborative and forward-thinking team culture.
As a rapidly growing offshore outsourcing startup, we prioritize innovation and agility as the cornerstones of our success. Our team comprises individuals who are driven by a shared passion for excellence and excel in an environment that values creativity, collaboration, and continuous improvement.
If you are an ambitious professional seeking to join a dynamic team dedicated to delivering excellence, TaskPluto offers you the opportunity to grow and make a meaningful impact.
Position Overview:
As a Client Success Manager, your primary role is to ensure our clients’ success and satisfaction while managing and empowering a top-performing Virtual Assistant team. Your responsibilities include understanding client needs, setting clear goals, and building strong client relationships. Additionally, you will oversee the performance and growth of our Virtual Assistants to ensure they provide excellent client support. This role requires exceptional interpersonal and communication skills, a commitment to cross-functional collaboration, and a keen emphasis on innovation and continuous improvement.
If you are a driven leader with a client-focus mindset, exceptional communication skills, and a dedication to the success of both our clients and team, we encourage you to apply. This position provides a chance to have a meaningful impact on our clients and the professional development of our VAs, all within the dynamic and fulfilling career environment at TaskPluto.
Key Responsibilities:
Tasks may include, but are not limited to:
- Serve as the central point of contact for clients, maintaining open and responsive communication to promptly address their needs and concerns.
- Facilitating the onboarding process for our Virtual Assistants when they are paired with their dedicated clients, ensuring a smooth transition and positioning them for success.
- Work collaboratively with clients to understand their objectives and ensure the team is in sync with these goals, optimizing service delivery.
- Implement quality control measures to guarantee that the team consistently delivers high-quality support, consistently meeting or exceeding client expectations.
- Regularly evaluate and monitor individual and team performance, pinpointing areas for improvement and taking action accordingly.
- Provide continuous training and coaching to enhance the skills and knowledge of our Virtual Assistants, ensuring they remain updated with industry best practices.
- Address complex client issues, complaints, or escalations with professionalism and efficiency, identifying and implementing appropriate solutions.
- Collect client feedback and generate comprehensive reports to gauge client satisfaction and track performance metrics.
- Identify and recommend improvements to workflow processes, tools, and client service strategies to boost efficiency.
- Develop and recommend strategies to retain and expand client accounts, ensuring they receive consistent value.
- Cultivate a supportive team environment, motivating team members and boost morale for a motivated and engaged workforce.
- Maintain accurate records of client interactions, task assignments, and performance metrics.
- Continuously evaluate client needs, keep an eye on industry trends, and market changes, adjusting strategies and services as required.
Qualifications & Skills
- Bachelor’s Degree preferably in Business Administration, Management, Psychology, Communication, or equivalent.
- Able to work Canadian hours.
- 3+ years of experience as a Client Success Manager, Talent Manager, Team Lead, or related roles working with North American clients.
- Demonstrated leadership skills combined with the ability to inspire and motivate diverse teams. Cultivate a strong sense of purpose, commitment, and accountability among team members.
- Highly organized and capable of efficiently managing a multitude of tasks and responsibilities. Comfortable thriving in an environment characterized by competing priorities and stringent deadlines.
- Proficient in using various software tools, CRM systems, Microsoft Suite, Google Suite, and technology platforms to streamline client interactions, analyze data, and optimize team performance.
- Knowledge of customer service principles and a track record of effectively managing client inquiries and resolving complaints.
- Ability to effectively identify problems and opportunities, evaluating potential solutions, and achieving desired outcomes.
At TaskPluto, we are proud to foster an inclusive and diverse workplace. We strongly believe in the worth of every individual and the unique perspectives they bring to our team. We are committed to providing equal employment opportunities to all qualified candidates, regardless of race, ethnicity, gender, sexual orientation, gender identity, religion, age, or any other characteristic. We celebrate diversity as a strength that enriches our workplace and allows us to better serve our clients and community. We encourage individuals from all backgrounds to apply, as we believe in building a team that reflects the diverse world we live.
