Responsibilities
- Establish and maintain strong relationships with assigned clients, becoming their trusted point of contact
- Understand clients' business goals, challenges, and needs through regular discovery and consultation
- Act as strategic partner offering proactive solutions aligned with client objectives
- Communicate regularly with clients via email, phone, video conferences, and other channels
- Provide guidance on how clients can best utilize solutions to meet their specific needs
- Build rapport and ensure clients feel valued, supported, and heard throughout their journey
- Handle incoming inquiries, support tickets, and scheduling requests promptly and professionally
- Assist new clients during onboarding, ensuring smooth implementation and setup
- Provide education and training on product features, benefits, and best practices
- Conduct product training sessions to ensure clients are proficient in using offerings
- Guide clients through initial setup with clarity about services, procedures, and expectations
- Facilitate enrollment and verify that all documentation is accurate and complete
- Monitor early adoption patterns and provide proactive support during critical first 90 days
- Ensure clients achieve early wins and understand value proposition clearly
- Monitor and analyze client usage data to identify trends, opportunities, and potential issues
- Identify opportunities for upselling or cross-selling additional products or services
- Collaborate with sales teams to explore potential growth avenues and expansion opportunities
- Track and report key performance metrics related to client success and engagement
- Proactively address underutilization or engagement drops before they lead to churn
- Present business reviews showcasing ROI, usage insights, and recommendations
- Drive account expansion through strategic consultation and value demonstration
- Act as liaison between clients and internal teams (product, engineering, operations, billing) to resolve issues
- Troubleshoot technical problems and escalate concerns appropriately while maintaining client confidence
- Ensure timely and satisfactory issue resolution to maintain client satisfaction
- Partner with Care Operations, Revenue Operations, and other teams to optimize workflows
Benefits
- Competitive Salary: Based on experience and skills
- Remote Work: Fully remote — work from anywhere
- Generous PTO: In accordance with company policy
- Direct Mentorship: Access to global industry leaders
- Learning & Development: Continuous growth resources
- Global Networking: Work with international teams
- Health Coverage (Philippines only): HMO after 3 months (full-time)
Compensation
Competitive Salary: Based on experience and skills
Work Arrangement
Remote (Worldwide) — Philippines, LATAM, South Africa, Kenya, other remote regions with excellent English communication skills
Your Impact
You'll directly shape client retention, satisfaction, and revenue growth by ensuring every client receives exceptional, personalized support throughout their journey. Your ability to build trust, understand business objectives, and provide strategic guidance will strengthen long-term partnerships and reduce churn. By identifying upsell and cross-sell opportunities, you'll contribute to revenue expansion while improving client outcomes. Your work monitoring usage patterns and gathering feedback will inform product improvements and enhance the overall client experience. In healthcare settings, your compassionate approach will help families navigate care journeys, directly impacting patient satisfaction and clinical outcomes.
Why Work with Us?
At Pearl, we're not just another recruiting firm—we connect you with exceptional opportunities to work alongside visionary US and EU founders. Our focus is on placing you in roles where you can grow, be challenged, and build long-term, meaningful careers.
Other
- Work Schedule: US Time Zone (candidate expected to be flexible with the client's preference, including weekends and US holidays during peak seasons)
- Language: Excellent English communication skills required
- Recruitment Process: 1. Application 2. Short Video Interview 3. Skills Assessment 4. Top-grading Interview 5. Client Matching 6. Job Offer 7. Onboarding
