About Company
Concentrix is a leading global provider of customer experience (CX) solutions and technology, passionately dedicated to designing, building, and running the future of customer interactions for the world’s best brands. With a robust presence in over 40 countries, including a significant and growing footprint across the Philippines, we are a diverse team of over 440,000 game-changers, innovators, and thought leaders. Our mission at Concentrix is to reimagine the power of CX every day, leveraging a human-centered approach to technology, design, and operations to create extraordinary value for our clients and their customers. We are committed to fostering an inclusive and dynamic work environment where every team member can thrive, grow, and contribute to delivering exceptional experiences that build brand loyalty and drive sustainable growth for our partners worldwide.
Job Description
Are you passionate about guiding customers to success from day one? Do you possess an innate ability to understand client needs and translate them into actionable, value-driven solutions? Concentrix is seeking a highly motivated and customer-centric Customer Onboarding Success Specialist to join our dynamic team in Tagbilaran, Bohol. In this pivotal role, you will be the cornerstone of our new clients’ journey, ensuring a seamless and positive transition from sales to full product or service adoption. Your primary objective will be to maximize initial customer satisfaction, drive early product engagement, and set the stage for long-term loyalty and retention. You will work closely with our sales, product, and support teams to streamline the onboarding process, provide comprehensive training, and address any challenges new customers may encounter during their crucial first few weeks or months. This is an exciting opportunity to make a tangible impact on customer relationships and contribute directly to our clients’ success and Concentrix’s reputation for excellence. We are looking for someone who thrives in a fast-paced environment, has exceptional communication skills, and is dedicated to creating an unparalleled customer experience.
Key Responsibilities
- Conduct welcome calls and initial consultations with new customers to understand their specific needs, goals, and expectations.
- Develop and execute customized onboarding plans tailored to each customer's requirements and product/service subscription.
- Provide comprehensive product/service training, demonstrations, and resource guidance to ensure customers are proficient and comfortable.
- Act as the primary point of contact for new clients during their onboarding phase, addressing inquiries and resolving issues promptly and effectively.
- Collaborate cross-functionally with sales, technical support, and product development teams to ensure a smooth transition and resolution of complex issues.
- Monitor customer progress and engagement during onboarding, proactively identifying and mitigating potential risks to satisfaction and adoption.
- Gather feedback from new customers to continuously improve the onboarding process and enhance the overall customer experience.
- Document all onboarding activities, customer interactions, and key insights within our CRM system.
- Educate customers on best practices, advanced features, and additional resources to maximize their value realization.
- Support the transition of onboarded customers to ongoing Customer Success Managers or account representatives for continued support.
Required Skills
- Excellent verbal and written communication skills in English.
- Proven ability to manage multiple customer accounts and projects simultaneously.
- Strong problem-solving and analytical capabilities.
- Proficiency in using CRM software (e.g., Salesforce) and customer support platforms.
- Demonstrated empathy and a customer-first mindset.
- Ability to work independently and as part of a collaborative team.
- Strong presentation and training delivery skills.
- High level of professionalism and interpersonal skills.
Preferred Qualifications
- Bachelor's degree in Business Administration, Communications, Marketing, or a related field.
- Previous experience in a customer success, account management, or technical support role within a BPO or SaaS environment.
- Familiarity with various digital tools and technologies used for client engagement and training.
- Experience in developing and delivering customer training materials.
- Understanding of customer lifecycle management and retention strategies.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health and wellness benefits package.
- Paid time off and holiday benefits.
- Opportunities for career growth and professional development.
- Access to world-class training programs and certifications.
- Dynamic and supportive work environment.
- Employee recognition programs.
- Modern office facilities in Tagbilaran.
- Relocation assistance (if applicable).
How to Apply
Interested candidates are encouraged to apply by clicking the application link below. Please ensure your resume highlights your experience in customer-facing roles, particularly in onboarding or success management. We look forward to reviewing your application and exploring how you can contribute to our team in Tagbilaran, Bohol!