Client Success Director
5 days ago
About the job Director of Client Success (QC) | Hybrid
Work Location/Setup: Quezon City / Hybrid
As the Director of Client Success, is responsible for overseeing and driving strategic client relationships, ensuring satisfaction, retention, and revenue growth across multiple accounts. This role serves as a key executive liaison between clients and internal teams, aligning company capabilities with client objectives to drive mutual success.
Serve as the executive point of contact for client relationships, fostering trust, transparency, and long-term partnerships at senior levels.
Develop and implement client success strategies to enhance customer experience, optimize service delivery, and exceed contractual expectations.
Oversee and guide the Client Success team in meeting production goals, driving performance improvements, and managing key account strategies.
Lead business reviews, strategic planning sessions, and quarterly client meetings, presenting performance metrics and growth opportunities.
Partner with Operations, Quality, Training, Talent Acquisition, Workforce Management, and IT to ensure seamless service delivery and issue resolution.
Required Qualifications:
15+ years of experience in the BPO or Call Center industry, with at least 7+ years in a senior
leadership or client success role.
Proven track record in managing enterprise-level clients, ensuring retention, and driving
revenue growth.
Expertise in customer care, cloud services, and emerging technologies relevant to the BPO
industry.
Exceptional ability to build and maintain executive-level relationships with clients and
stakeholders.
Strong business acumen with a strategic mindset, able to identify and act on growth
opportunities.
Ability to influence, negotiate, and lead in a fast-paced, dynamic environment.
Preferred Qualifications:
Client Success/Account Management: Proven track record of managing large, complex client relationships, particularly in the BPO space, ensuring satisfaction and retention.
Leadership Experience: Experience managing and leading cross-functional teams (Client Success Managers, Operations, Sales, etc.), ensuring alignment with client goals and company objectives.
Staff Development: Ability to mentor, coach, and upskill teams to enhance performance and client satisfaction
Client Retention & Satisfaction: Strong ability to build and maintain long-term relationships
with clients, ensuring that their needs are met and exceeded.
Negotiation & Conflict Resolution: Experience in handling challenging client situations,
resolving issues, and turning around difficult relationships.
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