Client Success Manager

3 weeks ago

Manila, National Capital Region, Philippines Select Energy Solutions, Inc Full time
Client Success Manager - Finance and Accounting

Join to apply for the Client Success Manager - Finance and Accounting role at Select Energy Solutions, Inc.

Job Summary: The Client Success Manager plays a pivotal role in designing, nurturing, and managing client relationships to drive long-term satisfaction, retention, and loyalty. Responsible for overseeing all facets of transition, service delivery, managing client relationships, understanding their needs and challenges, and ensuring that services surpass customer expectations of the Finance & Accounting Teams, including areas such as Procure to Pay, Order to Cash, Record to Report, and Finance Admin.

This role will collaborate closely with internal teams to synchronize service delivery efforts, address issues promptly, and champion ongoing improvement initiatives. The primary point of contact for a portfolio of global clients, ensuring exceptional service delivery. The ideal candidate should have a strong focus on results, a track record of exceeding client satisfaction and retention goals, and the ability to adapt quickly in a fast-paced environment.

Detailed Duties & Responsibilities:Client Relationship Management:
  • Act as the primary liaison for dedicated clients, understanding their needs, objectives, and expectations.
  • Build and maintain strong relationships, instilling confidence in the services provided.
  • Conduct regular meetings to evaluate performance, discuss changes, and address concerns.
  • Monitor satisfaction levels, gather feedback, and identify areas for improvement.
Service Delivery Set-Up and Oversight:
  • Assess new clients' needs and develop onboarding processes.
  • Monitor service performance against SLAs and KPIs.
  • Identify opportunities for process improvements.
  • Collaborate with internal teams to resolve issues and improve services.
Team Leadership and Coordination:
  • Lead a client success team, providing guidance and support.
  • Foster a collaborative and accountable team culture.
  • Coordinate with operations, sales, and technical support for seamless service.
Issue Resolution and Escalation Management:
  • Manage escalated client issues, working with internal teams.
  • Investigate root causes and implement corrective actions.
  • Maintain transparent communication with clients.
Performance Reporting and Analysis:
  • Generate reports on performance metrics.
  • Analyze data to identify trends and areas for improvement.
  • Provide insights and recommendations to senior management.
  • Stay informed about industry trends and technologies.
Qualifications:
  • Bachelor's degree in Business Administration, Marketing, Communications, Finance, or related field.
  • Proven experience in operations management, customer service, or related fields, especially in building high-level customer relationships.
  • Experience in software/technology industry and/or client success or account management preferred.
  • Strong business acumen and interpersonal skills.
  • Self-motivated, customer-focused, with excellent communication and organizational skills.
  • Ability to analyze data and make actionable recommendations.
  • Capable of working under pressure and meeting deadlines.
  • Ability to build and retain a strong team.
Additional Details:
  • Seniority level: Not Applicable
  • Employment type: Full-time
  • Industry: Oil and Gas
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