Customer Success Specialist 

Department: Sales

Reports To: Sales Group Manager

Location: BGC, Taguig City–On-site

Work Schedule: US EST / Night Shift

Role Purpose

The Employer Success Specialist is responsible for supporting enterprise employer accounts throughout their hiring journey by driving platform adoption, managing client relationships, resolving operational challenges, and ensuring successful hiring outcomes. This role owns account health, employer satisfaction, and operational excellence within defined workflows.

Required Qualifications:

● 4+ years of experience in Customer Success, Account Management, Client Services, BPO Operations, or related fields

● Strong English communication skills with the ability to confidently engage with business stakeholders and conduct client-facing discussions

● Ability to identify client needs, resolve issues proactively, and drive successful outcomes

● Strong organizational and project coordination skills with the ability to manage multiple priorities

● Comfortable working in a fast-paced, high-growth environment with changing business needs

Preferred Qualifications:

● CRM experience

● Experience selling to US clients

Key Accountabilities

Employer Success & Relationship Management

● Serve as a primary point of contact for assigned employer accounts

● Build and maintain strong relationships with employers and key stakeholders

● Conduct regular check-ins and business reviews to understand hiring needs and challenges

● Ensure a positive client experience throughout the hiring process

Account Performance & Hiring Success

● Monitor hiring activity, account performance, and recruitment outcomes

● Identify hiring bottlenecks and recommend solutions to improve results

● Support employers in maximizing the value of the platform and available services

● Drive employer retention through proactive engagement and problem resolution

Operational Support & Coordination

● Coordinate with internal teams to address employer concerns and hiring challenges

● Escalate operational issues and follow through on resolution

● Support onboarding, implementation, and adoption of new processes or platform features

● Ensure accurate documentation and account management records

Execution & System Discipline

● Maintain accurate records across tools and systems

● Track employer engagement, hiring outcomes, and follow-up activities

● Adhere to quality, productivity, and service standards

KPI Ownership

● Employer retention and account health metrics

● Employer satisfaction indicators

● Platform adoption and engagement rates

● Hiring success and placement outcomes

● Timeliness and quality of issue resolution

Stakeholders & Collaboration

● Operational Manager/s

● Enterprise Employers and Hiring Managers

● Sales Team

● Career Support Team

● Product, Operations, and Platform Teams