B2B Customer Experience Specialist
About this role
Job Summary
The B2B Customer Experience Specialist is responsible for managing and growing relationships with existing business clients while ensuring an exceptional after-sales experience. The role focuses on maintaining key accounts, identifying opportunities to upsell service offerings, coordinating pre-site inspections, and serving as the primary point of contact for clients throughout the customer journey. This position requires frequent client meetings, strong relationship management skills, and close collaboration with internal teams to deliver excellent service.
Key Responsibilities
- Manage and maintain relationships with assigned B2B accounts, acting as the primary point of contact for service-related concerns and opportunities.
- Conduct regular client visits to strengthen relationships, understand business needs, and ensure customer satisfaction.
- Identify and pursue opportunities to upsell after-sales service offerings, including Preventive Maintenance (PM), Technogym Care, and other service solutions.
- Coordinate and conduct pre-site visits and inspections to assess client requirements and recommend appropriate service solutions.
- Ensure a seamless customer experience by proactively addressing client concerns and coordinating with internal service, operations, and technical teams.
- Monitor account performance and identify opportunities to improve customer engagement, retention, and long-term partnerships.
- Prepare proposals, quotations, and service recommendations based on client needs.
- Maintain accurate records of client interactions, opportunities, and account activities in the CRM system.
- Stay updated on Technogym products, services, and industry trends to effectively support clients and recommend solutions.
Qualifications
- Bachelor's degree in Business Administration, Marketing, Hospitality, Engineering, or a related field.
- At least 2–5 years of experience in B2B sales, key account management, customer success, or customer experience.
- Experience handling corporate clients and managing long-term business relationships.
- Proven experience in upselling or cross-selling products and services is highly preferred.
- Strong relationship-building, negotiation, and communication skills.
- Customer-centric mindset with excellent problem-solving and stakeholder management abilities.
- Comfortable conducting regular client meetings and site visits.
- Proficient in Microsoft Office and CRM systems.
- Willing to travel for client visits as needed.
Company at a glance
In October 1991, Focus Global started with just one brand and 20 employees in the Philippines. Today, our team of 500 manages 30 global brands, representing the world’s most trusted home products across the Philippines, Singapore, and Malaysia.
We are a lifestyle retail company that reimagines the retail experience by seamlessly blending online and in-store shopping through our omnichannel strategy. Leveraging the latest technologies, we make the world’s most premium home products accessible at your fingertips with a customer experience that's second to none.
Our team champions one growth philosophy: to “focus, fail, and feedback forward”. We create unique and meaningful spaces to collaborate, grow, and #FindYourFocus. At FGI, asking “what’s next?” is a habit, thinking outside of the box is the norm, and every project is a team sport.
With a vision to touch 100 million homes as #OneFocus, we create results with heart and passion to create elevated and inspired living spaces across Southeast Asia.
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