Client Service Manager

1 week ago

Sibulan, Philippines WHR Global Consulting Full time

This role acts as the primary point of contact for key clients. The Customer Success Manager (CSM) is responsible for managing and monitoring the overall relationship to ensure a consistent, predictable client experience that results in high client satisfaction, while also balancing the needs of the business.

Primary Responsibilities
  • Provide client account management and support functions to ensure the highest level of quality and client satisfaction.
  • Guide clients in strategic use of the company's offerings and develop short- and long-term client retention strategies for each client.
  • Act as the primary point of contact for all client interactions, working with various team members to ensure timely responses to all client requests.
  • Represent the voice of the client in internal planning sessions to ensure solutions meet client needs and expectations.
  • Assess and develop internal staff relationship management skills, identify training needs and opportunities, and propose policies or procedures to enhance service delivery.

Build strong relationships with clients, stakeholders, vendors, and team members through effective communication throughout the client lifecycle.

  • Develop and execute client initiatives, coordinating resources and third parties/vendors to deliver objectives on time, within scope, and within budget, aligning with company policies and mission.
  • Review communications to ensure compliance with standards and regulations.
  • Develop tools, techniques, and standard procedures to ensure repeatable results, improve effectiveness, and increase client satisfaction and cost efficiency.
  • Stay informed of industry trends and assess their impact on the organization and clients' businesses.
  • Identify client resource needs, ensure their availability, and assign resources to initiatives, minimizing waste and inefficiency.
  • Use client feedback to identify efficiencies and anticipate potential delays or issues before they impact costs, deliverables, or operations.
  • Develop and implement scalable solutions based on these insights.
Qualifications
  • Bachelor’s degree in business management, accounting, finance, or related field.
  • At least 2 years of experience in client relations within financial services or a related field, or a combination of relevant experience and education.
  • Proven leadership skills with the ability to influence decision-makers and collaborate across business lines.
  • Effective communication skills with various audiences, including executives, clients, and team members, both written and verbal.
  • Strong organizational skills, capable of leading teams of various sizes, focusing on broader goals and details simultaneously, and multitasking effectively.
  • Proficiency in Microsoft Office, including Microsoft Project or equivalent.
  • Professional, detail-oriented, and articulate.
  • Demonstrates competencies such as ethical conduct, proficient communication, time management, technical capacity, and thoroughness.
Physical Requirements
  • Intellectual work requiring prolonged sitting and standing.
  • Visual acuity for close and medium-distance vision, with the ability to adjust focus.
  • Ability to hear normal sounds, distinguish voice, and communicate effectively.
  • Ability to operate standard office equipment, including keyboard, mouse, telephone, fax, copier, and writing tools.
  • Occasional lifting of items weighing up to 35 lbs.
Additional Details
  • Seniority level: Entry level
  • Employment type: Full-time
  • Job function: Business Development, Sales
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