Client Services Manager III

2 months ago

Cebu City, Philippines KMC Solutions Full time

Make your next big career move by applying as KMC Solutions’ next CLIENT SERVICES MANAGER III

A CLIENT SERVICES MANAGER at KMC is focused on building and maintaining high-level relationships with Clients and improving the company's services to provide best-in-class customer experience by consistently or exceedingly meeting the established service level agreements (SLA) with all the clients and customers within the designated area or region which then leads to the clients' growth and expansion. The role acts as an overall liaison and business partner of the client and the KMC enterprise team to ensure that excellent service delivery is at the topmost priority and is promoting better partnership, confidence, growth, and compliance. As an imperative, the role must resolve issues and concerns by providing sound resolutions through a structured or data-driven approach while still observing flexibility. The role maintains an effective level of business literacy and professional intuition to anticipate and address client needs.

On top of your salary, here are the exciting benefits you can look forward to:
•Flexible and hybrid work arrangement
•You’ll be interacting with key players such as C-level executives from enterprise-level organizations which can expand your skills and network.
•Making sound decision-making and flexibility to ensure team dynamics and productivity.
•Hybrid work setup
•Competitive salary and benefits
•HMO + free dependent
•Access to KMC's exclusive pantry (MadMax Coffee, Fresh Fridge)
•Diverse learning & growth opportunities
•Accessible Cloud HR platform (Sprout)
•Above standard leaves

•The main responsibilities of a CLIENT SERVICES MANAGER III include:
•Represent KMC effectively with comprehensive knowledge of our service offerings
•Day to day account and Client relationship management, with focus on
•Guiding the Client in account onboarding functions and initial program set up
•Analyzing account performance and provide reports and presentations, including a Monthly and/or Quarterly Business Reviews using the •company template
•Ensuring KMC receives regular Client feedback and provide constructive feedback to Ops Management with proactive suggestions, including •KMC’s scheduled Customer Satisfaction Survey twice a year
•Undertaking initiatives to enhance Account Management performance and client satisfaction (and in turn Client retention)
•Working with the People and Culture Department in managing initiatives to enhance employee satisfaction (and in turn Employee retention)
•Build rapport and develop a strategic relationship with Client stakeholders
•Learn the business model of the clients and provide value-add recommendations for the retention, growth, and expansion of the clients’ business.
•Preparing the agenda and logistics for Client visits, as well as ensure attendance of key participants
•Regularly attend Client meetings and participate in Client events
•Communicating invitations, critical updates and announcements to Clients
•Oversee/monitor our ticketing system to ensure deliverables are within SLAs
•Ensuring timely billing and collections
•Preparing standard renewal contracts and basic contract amendments
•Conducts regular site visits with Clients to be involved in status checks/meetings with Clients
•Maintaining accurate and complete account information in the company enterprise resource planning tool
•Account offboarding functions and clearance
•Leading project management activities as required
•Organizing events for Clients as required
•Completing administrative work as required

To apply, you must be an expert on the following requirements:
•Account Management and Customer Service
•MS office and presentation tools (Photoshop, PowerPoint, Excel, Adobe Premiere, MailChimp, Canva, etc.)
•Working in BPO companies, particularly handling North America-based and/or Australia-based Clients
•Managing large multi-site/multi skilled BPO companies
•Use of CRM tools and applications
•Communication and interpersonal skills for building effective and meaningful relationships with Clients.
•Decision making and problem-solving skills
•Analytical and time-management skills
•Presentation skills
•Project Management
•Time Management
•Leadership, people management, communication and influencing skills at a senior level

It will also be favorable if you are knowledgeable in:
•PowerBI
•Data Analytics

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