Partner Experience Manager

3 weeks ago

Cebu City, Central Visayas, Philippines Smartsourcing Full time

Join the Team That's Changing the Game – Smartsourcing's 4-Time Best Company to Work For

Hi We're Smartsourcing, and we're looking for a Customer Experience Manager to join our team full-time, on-site. This is your chance to experience a work culture where growth, innovation, and authenticity are not just buzzwords—they're how we do things every day.

Where?JEG Tower, Archbishop Reyes, Corner Acacia St., Barangay Kamputhaw, Cebu City, 6000 Cebu About the Role of Customer Experience Manager

As a Customer Experience Manager (or as we like to call it, CX Maestro), you'll be the driving force behind ensuring our clients' extension office in Cebu runs like a well-oiled machine. You'll oversee project plans, client-specific training, and process documentation, ensuring all KPIs and SLAs are met. Think of yourself as the conductor of the customer experience orchestra—except cooler, because you'll have access to cutting-edge tools and a team that's as passionate as you are.

Key Responsibilities

  • Draft Master Services Agreements (MSA) and Position Descriptions (PD) based on client needs.
    • Lead client onboarding, including intro meetings, documentation, and action item tracking.
      • Develop and execute training plans, ensuring trainees are equipped with the right skills and knowledge.
        • Monitor KPIs and SLAs, providing daily, weekly, and monthly performance reports.
          • Manage client communication, including weekly updates, monthly invoices, and

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