Client Relationship Manager

Overview

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About the Company

VA Platinum is a leading provider of premium virtual assistant (VA) services designed for small and medium businesses throughout Australia and New Zealand. Our commitment to excellence and customer satisfaction is at the core of everything we do. As we expand, we are in search of a confident and articulate Relationship Manager who will join our Cebu-based office team.

About the Role

The Relationship Manager will be responsible for managing and nurturing client relationships in their dedicated portfolio to drive retention by delivering the very best service. This role requires a strategic thinker with excellent communication skills and a deep understanding of the outsourcing landscape. You will also be expected to encourage and manage requests from your clients and will work closely with our Sales and Client Delivery teams.

Success in this role will be measured by client retention, satisfaction, and the ability to identify opportunities for expanding the partnership—multiple vacancies (5 headcounts) .

This is an on-site role . Our Office: 8F Central Bloc, I. Villa St, Apas, Cebu City .

Ideal Candidate (Must Have Requirements)

• 3+ years of experience in managing client relationships in a B2B environment, preferably within outsourcing or staffing services.
• Strong business acumen with the ability to think strategically about client needs and identify opportunities for growth within existing accounts.
• Experience in leading and collaborating with cross-functional teams to deliver a cohesive and high-value client experience.
• Skilled in resolving client issues with a solutions-focused approach, as well as managing negotiations and conflict resolution to maintain client trust.
• Strong analytical mindset, with the ability to measure and report on key client metrics such as retention, satisfaction, and growth opportunities.
• Team player with strong interpersonal skills and the ability to build rapport quickly.
• Proficient in using CRM platforms such as HubSpot (or similar) to manage client data, track activities, and drive insights from client interactions. Strong organisational skills and a high degree of persistence.
• Exceptional English communication skills, both verbal and written, with the ability to adapt communication styles to different stakeholders.

Tasks and Responsibilities

• Client Management and Retention: Lead and manage all client interactions to ensure internal teams are accountable for driving client satisfaction and retention by evolving the Client Journey and implementing VA Platinum’s Pillars of Success.
• Onboarding and Client Transition: For new clients, take over the relationship from the Sales team at the recruitment phase of the Client Journey. Once successful candidates have been identified, manage the onboarding activities with the help of the Success Managers and onboard the client with the Pillars of Success.
• Client Relationship Building: Build and maintain strong relationships with clients through coaching and mentoring support of our clients by understanding their drivers of why they have chosen to partner with us.
• Client Advocacy & Impact Reviews: Use Impact Review (VAP 5th Pillar of Success) to measure the client experience and use results to drive improved outcomes. Utilise Hubspot to maintain accurate client data and lodging activities.
• Communication and Stakeholder Management: Communicate effectively with stakeholders and team members, adapting communication styles as necessary.
• Inspire and Train Teams: Inspire the wider Business Operation teams to enhance VA Platinum's customer engagement and retention activities by training on customer service best practices, product knowledge and upholding the Client Journey process.

Benefits and Schedule

• 2-week paid Holiday Break. Enjoy the season without worrying about your work.
• Fixed weekends off (Saturday and Sunday).
• Take advantage of working the dayshift schedule.

We have a virtual recruitment process. What you need

• Stable Internet Connection (at least 10 Mbps)
• Laptop or PC w/ Webcam

Other Career Opportunities

• General Admin VAs
• Digital Marketing Specialists
• Mortgage Broking VAs
• Mortgage Parabrokers (anywhere in the PH)
• Paraplanners
• Executive Assistants
• Operations Manager - Client Facing

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Sales and Business Development
• Industries: Financial Services and Outsourcing and Offshoring Consulting

We reserve the right to remove this listing if the position is filled or closed. This description reflects current expectations and responsibilities.

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