Client Services Manager

3 weeks ago

Caloocan City, National Capital Region, Philippines SupportNinja Full time

Equipment Provision: Bring Your Own Device

Schedule: 11AM - 8PM Manila

What does a day in the life of a Client Services Manager look like?
  • Client Ownership & Relationship Management
    • Serve as the main point of contact for all client communication, meetings, and escalations.
    • Build long-term, trusted relationships with key client stakeholders through regular onsite engagement and proactive support.
    • Participate in client planning, strategy, and rollout sessions to ensure alignment with operational objectives.
  • Onboarding & Implementation
    • Lead the full client onboarding lifecycle, including platform setup, configuration, and training delivery.
    • Provide onboarding for new client staff, ensuring continuity in platform knowledge and usage.
    • Support internal client change management and training during organizational events or new initiative rollouts.
    • Coordinate closely with the client's Solutions, Product, and Support teams to troubleshoot issues and manage technical resolutions.
  • Client Enablement & Platform Advocacy
    • Encourage and drive regular usage of the platform by promoting relevant features and best practices.
    • Participate in client events and live implementations to support system usage and address real-time questions.
    • Track and report on key success metrics, usage patterns, and feedback to improve overall customer experience.
  • Cross-Functional Collaboration
    • Liaise with the client's internal teams to deliver feedback, surface feature requests, and align product capabilities with client goals.
    • Maintain detailed documentation of all customer interactions, training logs, issue tracking, and system changes.
    • Collaborate with regional and global Customer Success peers to share learnings and standardize best practices.
What are the required qualifications for a Client Services Manager?
  • 3+ years of experience in Customer Success, Implementation, or Account Management, ideally within SaaS, GovTech, or enterprise environments.
  • Proven experience managing high-touch clients and acting as an embedded resource within client teams.
  • Strong technical acumen; able to support first-line troubleshooting and coordinate issue resolution with product/engineering teams.
  • Excellent interpersonal, verbal, and written communication skills.
  • Strong project management and organizational abilities.
  • Bachelor's degree or equivalent in Business, IT, Communications, or related field.
Preferred Qualifications
  • Experience working with or supporting government entities or regulated environments.
  • Ability to work independently and represent the brand with professionalism and credibility.
  • Understanding of customer success metrics and usage tracking tools.
  • Experience with the implementation of B2B SaaS platforms and working with cross-functional internal teams.
  • Familiarity with customer success metrics such as NPS, CSAT, adoption rate, and time to value.
  • Previous experience in a high-growth, startup, or tech-forward organization.
  • Exposure to tools like Salesforce, Intercom, Looker, or similar platforms.
Ninja Perks and Benefits

*Full time employees

  • Competitive compensation
  • Adherence to government-mandated benefits
  • Retirement Savings Program with Company Matching
  • Life Insurance
  • Paid time off, birthday leave
  • Bonus and incentive plans
  • Opportunities for skills training and personal and professional development
  • Employee Referral Program

Experience infinite fun so you can have infinite growth. Discover a better way to grow at SupportNinja. Are you ready?

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