Customer Success

1 week ago

Pilar, Philippines OpsArmy Careers Full time

Customer Success & Operations Manager | Remote (Manila) Join to apply for the Customer Success & Operations Manager | Remote (Manila) role at OpsArmy Careers Role Overview As a Customer Success & Operations Manager , you will own the post-sale relationship with our highest-value customers. You will act as a trusted advisor to clients while simultaneously overseeing the offshore teams delivering services to them. This role requires an exceptional blend of relationship management, team coordination, and operational problem-solving skills. Apply directly here: What You'll Do Account Ownership Serve as the main point of contact for assigned, high-value customer accounts. Build and maintain strong, executive-level relationships with senior client stakeholders. Conduct regular check-ins, Quarterly Business Reviews (QBRs), and performance reviews to drive client retention and growth. Team & Talent Oversight Supervise the performance of BPO/offshore staff on client accounts. Ensure work quality, consistency, and team adherence to Standard Operating Procedures (SOPs). Lead issue resolution across people, process, or client expectation gaps, including complex escalations. Operational Excellence Create, document, and maintain SOPs for key delivery processes. Identify inefficiencies or operational gaps and propose system/process improvements to enhance service quality and scalability. Coordinate with internal teams to align service delivery with client goals. Project Management & Reporting Monitor project progress, timelines, and outcomes for key initiatives. Support the onboarding and transition of new client accounts to ensure a seamless start. Track key metrics and report on account health, workforce performance, and service SLAs. What We're Looking For Prior, proven experience in customer success, account management, client service, or consulting. Strong problem-solving, written communication, and people management skills. Experience working with international teams, BPOs, or distributed operations is highly preferred. Demonstrated ability to create SOPs, manage multiple competing priorities, and effectively handle escalations. A proactive, thoughtful communicator who can influence both clients and internal delivery teams. Preferred Backgrounds Ex-consultants (e.g., management consulting, operations). Former account/project managers in tech-enabled service businesses. Experience in verticals such as outsourcing, healthcare operations, recruiting, or enterprise SaaS. Apply directly here: Seniority level Mid-Senior level Employment type Full-time Job function Management and Manufacturing Industries Technology, Information and Internet #J-18808-Ljbffr

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