VAA Philippines is looking for a Customer Success Virtual Assistant to ensure our clients achieve their desired outcomes while using our services. In this role, you will be the primary point of contact, fostering long-term partnerships and proactively managing relationships for mutual success.

What You'll Do

Lead the core internal team to prepare for client kick-off meetings.
Review client requirement lists and manage clarification issues.
Ensure all relevant data, including KYC and customer profiles, is prepared for kick-off.
Categorize and classify customers (e.g., VIP levels).
Manage set expectations and create work plans with customers, including milestones and target dates for projects.
Ensure internal teams and VAs are aligned for seamless service delivery, especially when multiple VAs are supporting a client.
Conduct regular customer health checks and follow-ups.
Facilitate internal team recurring meetings to review client status.
Identify and manage risks and gaps, applying action plans for corrective actions and notifying relevant stakeholders.
Track project plan targets and milestones.
Identify potential customer business growth opportunities and suggest additional services.
Coordinate relevant training for VAs supporting customers if knowledge gaps are identified.
Organize customer surveys and health check meetings.
Handle customer complaints and lead the core team to resolve problems.
Manage holiday greetings, promotions, and course communications for clients.
Identify potential future re-opening opportunities at the end of a contract.
Ensure a smooth transition to replacement VAs in case of VA resignations.
Manage escalation paths for critical client issues.
Handle new customer requirements or additional support requests.
Coordinate new service requests, including the provision of additional VAs.
Manage requests for upskilling of VAs.
Coordinate changes in schedule or hours as requested by clients.

What We're Looking For

Must be fluent in English (speaking and in writing).
Must have at least a minimum of 1-2 years work experience in a Customer Service or Client Handling role via Chat, Email, and Calls.
Must have strong experience and be proficient in Client-Facing roles.
Good time-management skills.
Available for a full-time job.
Willingness to undergo training and adapt to new processes.