Client Service Associate

Work Location: In person

Employment Type: Independent Contractor / Paid Consultancy Engagement

About the Role

As a Client Service Associate, you will support the post-sales customer experience at Collo. Your primary focus will be assisting new and existing clients through onboarding, training, and ongoing day-to-day platform support to ensure they achieve consistent value from Collo.

This is a hands-on, execution-focused role bridging the gap between sales handoff and long-term user adoption. You will work closely with sales, product, and leadership to keep customers engaged, resolve operational blockers, and take on post-closing workloads currently handled by the founders—allowing them to focus on expansion while you maintain high customer satisfaction.

Key ResponsibilitiesOnboarding & Client Setup

• Assist in executing the end-to-end onboarding workflow for new B2B accounts following contract execution.
• Help gather customer operational requirements, property data, tenant lists, lease information, and billing details.
• Coordinate data migration and initial property/unit setup within the platform.
• Walk clients through standard account configurations and help adapt Collo to their operational workflows.
• Track onboarding milestones, flag implementation delays, and keep account rollouts on schedule.
• Coordinate with the Product and Tech teams when technical bugs, integration needs, or custom requests arise.

Training & User Enablement

• Conduct walkthroughs and training sessions (virtual or in-person) covering core Collo features, including tenant management, rent collection, billing, and reporting.
• Adapt training delivery based on the technical comfort level of different customer stakeholders.
• Assist in creating and updating user guides, video walkthroughs, FAQs, and help center documentation.

Client Support & Relationship Management

• Serve as the primary contact for everyday client questions, platform guidance, and basic troubleshooting.
• Collaborate internally to ensure prompt resolution of customer support inquiries and issues.
• Build strong operational relationships with property managers, administrators, and administrative staff.

Account Health & Retention

• Monitor platform usage metrics to identify disengaged users or accounts needing extra support.
• Proactively reach out to accounts to drive feature adoption and reinforce platform value.
• Support regular account check-ins and operational reviews.
• Identify potential upsell or expansion opportunities (e.g., adding properties or features) and pass qualified leads to the Sales team.
• Assist with contract renewal readiness by keeping accounts active and satisfied.

Product Feedback & Operations

• Collect client feedback, logging recurring pain points and feature requests for the Product team.
• Collaborate with Finance and Sales to resolve billing questions and support invoice collection by sending timely payment reminders.

Qualifications & RequirementsExperience

• Bachelor’s degree in Business, Marketing, Communications, Information Systems, or a related field.
• 1–2 years of experience in B2B client services, customer success, client support, account management, implementation, or sales operations.
• Prior experience or familiarity with B2B SaaS, software platforms, or tech products.
• Exposure to property technology (PropTech) or real estate management is a plus, but not required.

Competencies

• Understanding of the B2B SaaS customer lifecycle (sales handoff $\rightarrow$ onboarding $\rightarrow$ retention).
• Strong technical aptitude with the ability to quickly master new software workflows.
• Clear, patient, and empathetic communication skills when guiding non-technical users.
• High organizational skills and attention to detail, with the ability to manage tasks across multiple client rollouts simultaneously.

Engagement Structure

This position is structured as a paid consultancy engagement for professional services. The selected candidate will operate as an independent contractor; therefore, government-mandated benefits are not included in this arrangement.

Pay: Php25,000.00 - Php30,000.00 per month

Benefits:

• Opportunities for promotion

Work Location: In person