[Hiring] Account Specialist @Esusu, Inc.

Role Description

We are seeking a multifaceted Account Specialist to oversee the entire customer lifecycle for our Standard SMB accounts, from onboarding through to renewal. This critical role involves:

• Facilitating a smooth transition for new customers
• Managing ongoing account requirements
• Executing the renewal process to maintain and grow our revenue base

What will you help deliver:

• Customer Onboarding: Lead onboarding calls for new SMB customers, gather and validate required documentation and data, coordinate internal implementation tickets, and ensure customers are successfully launched on the platform.
• Customer Engagement: Serve as the primary point of contact for SMB customers throughout their lifecycle, addressing questions, providing guidance, and ensuring a positive customer experience.
• Training & Enablement: Host customer training sessions as needed to drive product adoption, user engagement, and customer success.
• Renewal & Growth: Help drive customer renewals and expansion opportunities.
• Reporting & Analysis: Deliver regular impact reports and dashboards to customers, highlighting program performance, value, and return on investment.
• Lifecycle Coordination: Manage ongoing customer requests and account activities post-onboarding, ensuring processes are executed accurately and in accordance with company standards.
• Account Health Management: Monitor customer accounts for adoption trends, satisfaction, and retention risks, proactively developing strategies to improve customer outcomes.
• Process Optimization: Continuously evaluate and improve customer lifecycle processes to drive operational efficiency and enhance the overall customer experience.

Qualifications

• Demonstrated experience in customer lifecycle management within a SaaS or subscription-based business environment.
• Strong project management and organizational skills with the ability to manage multiple timelines and accounts simultaneously.
• Excellent communication and interpersonal skills, with a proven track record of building and maintaining strong customer relationships in customer-facing roles.
• Proficiency in Salesforce and other CRM systems, as well as competency with various onboarding software and data analysis tools.
• A proactive and customer-centric approach to problem-solving and process improvement.

Benefits

• 💵 Competitive Salary – Aligned with your experience and the PH market, administered through our Employer of Record (EOR).
• ✅ Remote first work environment - Where we trust you to get your work done. Core availability expected during Eastern Time (8AM–5PM EST).
• 🌴 Generous PTO – Enjoy a generous paid time off policy of 12 vacation days, 12 sick leaves, and 1 birthday leave, plus a 5-day work anniversary leave (available after your first year).
• 🩺 Premium Health Coverage – Comprehensive HMO via Maxicare.
• 🏦 Government-Mandated Benefits – Includes SSS, PAGIBIG, PhilHealth, 13th Month Pay, Night Differential, Overtime, and Holiday Pay.
• 💻 Work Tools Provided – Laptop and essential work equipment included.
• 🫱🏾 🫲🏽 In person and virtual team get-togethers - To connect with your fellow Esusu colleagues.