Client Services Manager

7 days ago

Quezon City, Philippines Probe CX Full time

Probe CX Quezon City, National Capital Region, Philippines

Direct message the job poster from Probe CX

Job Purpose

Lead the commercial relationship with current clients in order to achieve the strategic outcomes of Stellar and the Client.

Develop strong commercial relationships with the client
  • Establish regular one on one contact in order to foster strong commercial relationships with key client influencers and decision makers
  • Establish a clear understanding of the client’s strategic drivers and communicate to the business
  • Identify and make recommendations on strategic value-adds Stellar can provide for the client
  • Develop and implement a strategic client management plan to ensure the ongoing success of the relationship
  • Work with the Group Manager Operations (GMO) / General Manager Operations (GM) / General Manager Client Relations Group (GMCR) to resolve all client issues quickly and effectively
Lead commercial governance processes
  • Manage all change requests and contract variations
  • Develop commercial impact statements and recommend the appropriate course of action on change requests and contract variations
  • Negotiate commercial outcomes with the clients and where appropriate escalate to the GMO / GM / GMCR
  • Maintain all written client correspondence including ad-hoc agreements that fall outside of the contractual requirements
  • Audit centre invoices to ensure alignment with commercial agreements
  • Oversee reporting to ensure internal stakeholders are clearly aware of client business drivers that may not be defined within the contract
  • Manage the annual price review process
Organic growth and contract retention
  • Oversee all proposals for growth and / or changes to existing contracts including pricing, risk assessment and proposal development
  • Manage the client contract renewal and / or re-tender process
  • Develop risk and opportunity strategy papers for Probe CX to analyse commercial client relationships
  • Conduct a monthly review of the contract P&L with the GMO / GM / GMCR to identify opportunities to improve revenue gains
Develop and oversee communication forums between the client and Probe CX operations
  • Identify and implement ways of improving the lines of communication, in keeping with OBM
  • Escalate to the GMO / GM / GMCR all areas of performance that place the relationship with the client at risk venture
  • Anticipate sensitive topics and work with the operational delivery team to ensure the company is prepared to manage the client and solution (eliminate surprises)
  • Oversee client performance reviews including the development of presentation materials
  • Work with the GMO / GM / GMCR to assess the health of key Stellar operational platforms including CPI, BBRs, TNTC
  • Assist in developing an ‘Account Management’ team, including coordination of the company's stakeholders
Ad hoc Project Management for designated clients as required
  • Other reasonable duties as required
Qualifications
  • Must have at least 2 years of related work experience
  • Experienced in client management, negotiation, statistical analysis, and pricing
  • Must have above average written and verbal communication skills
  • Amenable to work on a dayshift schedule and to work onsite in Eastwood, Quezon City
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • General Business
Industries
  • Outsourcing and Offshoring Consulting
#J-18808-Ljbffr

  • Client Business Operations Lead

    2 weeks ago

    Cavite City, Calabarzon, Philippines beBeeMedical Manager Full time $16,800

    Job OverviewA key business strategy is to lead a team of virtual assistants, ensuring their performance aligns with client expectations.Key Responsibilities:Oversee day-to-day operations, problem-solving, and planning for Medical Client-VA pairs to meet targets set by clients.Collaborate with clients to create task lists for productivity and...

  • GSC - AVP, Client Services - CLIENT MANAGEMENT

    1 day ago

    Quezon City, Philippines HSBC Full time

    Overview Role Title: Global Custody, Client Service Manager Location: Philippines, Quezon City HSBC Securities Services (“SSv”) provides industry leading global custody and investment services to corporate and institutional clients worldwide. The purpose of the role is to manage and communicate the service expectations of clients as delivered by...

  • Client Services Manager

    7 days ago

    Quezon City, Philippines Nezda Global Full time

    Nezda is hiring Client Services Manager. Qualifications:3 – 5 years experience in Account Management, Business Development, Sales under BPO industry.Bachelor’s degree.Willing to work onsite and night shift work schedule. Job Type: Full Time Job Location: Quezon City Apply for this position Full Name * Email * Phone * Upload CV/Resume * Allowed Type(s):...

  • GSC - AVP, Client Services - CLIENT MANAGEMENT

    1 day ago

    Quezon City, Philippines HSBC Full time

    Overview Role Title: Global Custody, Client Service Manager Location: Philippines, Quezon City HSBC Securities Services (“SSv”) provides industry leading global custody and investment services to corporate and institutional clients worldwide. The purpose of the role is to manage and communicate the service expectations of clients as delivered by SSv...

  • Client Services Manager

    7 days ago

    Quezon City, Philippines Probe Group Full time

    Overview Probe Group, Quezon City, National Capital Region, Philippines Join to apply for the Client Services Manager role at Probe Group Probe Group Quezon City, National Capital Region, Philippines 4 days ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. Explore our end-to-end career opportunities across...

  • Client Service Specialist

    1 day ago

    Quezon City, Philippines MicroSourcing Full time

    Overview Client Service Specialist role at MicroSourcing. Location: Eastwood, Quezon City. Work setup: Onsite. Discover your 100% YOU with MicroSourcing. Position: Client Service Specialist. This is a remote-friendly role with high impact, a lot of variety, and room to grow. Responsibilities Client Support & Service Delivery: Serve as the primary point of...

  • Client Services Manager

    1 week ago

    Cebu City, Central Visayas, Philippines KMC Solutions Full time ₱900,000 - ₱1,200,000 per year

    A Client Services Manager (CSM) at KMC is focused on maintaining exceptional relationships with Clients in order to provide best-in-class client experience. Our CSMs act as the overall liaison between the Client and all components of KMC's Talent as a Service internal operations to ensure excellent service delivery. As an imperative, the role must drive...

  • Client Services Manager

    5 days ago

    Cebu City, Philippines KMC Solutions Full time

    Overview A Client Services Manager (CSM) at KMC is focused on maintaining exceptional relationships with Clients in order to provide best-in-class client experience. Our CSMs act as the overall liaison between the Client and all components of KMC’s Talent as a Service internal operations to ensure excellent service delivery. As an imperative, the role must...

  • Client Services Director

    7 days ago

    Quezon City, Philippines Afni, Inc. Full time

    Afni, Inc. Quezon City, National Capital Region, Philippines Join or sign in to find your next job Join to apply for the Client Services Director role at Afni, Inc. Afni, Inc. Quezon City, National Capital Region, Philippines 5 days ago Be among the first 25 applicants Join to apply for the Client Services Director role at Afni, Inc. Develop strong...

  • Client Services Manager

    2 weeks ago

    Quezon City, National Capital Region, Philippines Aickman&Greene Full time ₱750,000 - ₱1,000,000 per year

    Qualifications:Bachelor's degreeAt least 3 to 5 year(s) of working experience in the related field is required for this position.Previous account management, sales, or customer service in a BPO industry is required.Schedule: Night shiftWork setup: OnsiteJob Type: Full-timePay: Php75, Php100,000.00 per monthBenefits:Health insuranceLife insuranceAbility to...