Client Services Manager

2 weeks ago

Taguig, National Capital Region, Philippines Satellite Office Full time

KEY RESPONSIBILITIES & DUTIES

Client Relationship Management:

  • Develop and nurture positive, long-term relationships with clients.
  • Act as the main point of contact for client inquiries, requests, and issues.
  • Understand client needs and proactively identify opportunities to meet and exceed their expectations.

Account Management:

  • Manage a portfolio of client accounts, ensuring all client needs are met.
  • Develop account plans and strategies to maximize client satisfaction and business growth.
  • Monitor account performance and provide regular reports to clients and internal stakeholders.
  • Conduct routine business evaluations with clients (Quarterly Business Reviews, Monthly Business Reviews, or Weekly Business Reviews).
  • Take the lead on ad-hoc projects and other initiatives as needed.

Operations & Service Delivery:

  • Manage team members in regard to their overall performance
  • Collaborate with cross-functional teams to ensure timely and quality delivery of products and services.
  • Facilitate client & staff onboarding and training processes.
  • Resolve client issues and concerns promptly and effectively.

Client Communication:

  • Communicate regularly with clients to provide updates, gather feedback, and address questions or concerns.
  • Prepare and deliver presentations and reports to clients as needed.
  • Serve as an advocate for the client within the company.

Contract Management:

  • Ensure that contractual obligations are met, and compliance is maintained.

Client Retention and Growth:

  • Identify opportunities for upselling or cross-selling additional products or services.
  • Develop strategies to increase client retention and revenue generation.

Team Collaboration:

  • Collaborate with internal teams to share client feedback and insights for product improvemen
  • Provide training and mentorship to junior team members if applicable.
QUALIFICATIONS & EXPERIENCE
  • A university degree or a post-graduate degree and/or relevant certifications is an advantage but is not required.
  • Must have five (5) or more years progressive and recent experience in a Client Services Manager or higher role with experience in account and client management, inside sales, and operations management.
  • Experience in offshoring and/or business process outsourcing business models is required.
  • Must have experience in managing various policies across multiple accounts or entities simultaneously.
  • Strong work ethic, integrity, flexibility, diversity, customer service orientation, leadership/coaching skills and team building abilities are essential.

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