Senior Client Engagement Leader

19 hours ago

Quezon City, National Capital Region, Philippines beBeeClientEngagement Full time ₱75,000 - ₱150,000

Senior Client Engagement Leader

About the Role

We are seeking a seasoned Senior Client Engagement Leader to spearhead our client success initiatives. As a key member of our leadership team, you will be responsible for driving strategic client relationships, ensuring satisfaction, retention, and revenue growth across multiple accounts.

This role serves as a vital liaison between clients and internal teams, aligning our capabilities with client objectives to drive mutual success. You will oversee and guide the Client Success team in meeting production goals, driving performance improvements, and managing key account strategies.

Your Key Responsibilities
  1. Serve as the executive point of contact for client relationships, fostering trust, transparency, and long-term partnerships at senior levels.
  2. Develop and implement client success strategies to enhance customer experience, optimize service delivery, and exceed contractual expectations.
  3. Oversee and guide the Client Success team in meeting production goals, driving performance improvements, and managing key account strategies.
  4. Lead business reviews, strategic planning sessions, and quarterly client meetings, presenting performance metrics and growth opportunities.
  5. Partner with Operations, Quality, Training, Talent Acquisition, Workforce Management, and IT to ensure seamless service delivery and issue resolution.
  6. Identify opportunities for revenue growth, contract expansions, and new service offerings, collaborating with Sales and Business Development teams.
  7. Anticipate client needs, proactively addressing concerns, and mitigating risks before they escalate.
  8. Drive continuous improvement initiatives based on data-driven insights and industry best practices.
  9. Manage escalations, ensuring swift resolution of critical client issues while maintaining a focus on long-term success.
  10. Lead, mentor, and develop a high-performing team of Client Success Managers, fostering a culture of excellence, accountability, and collaboration.

What We Are Looking For

  • 15+ years of experience in the BPO or Call Center industry, with at least 7+ years in a senior leadership or client success role.
  • Proven track record in managing enterprise-level clients, ensuring retention, and driving revenue growth.
  • Expertise in customer care, cloud services, and emerging technologies relevant to the BPO industry.
  • Exceptional ability to build and maintain executive-level relationships with clients and stakeholders.
  • Strong business acumen with a strategic mindset, able to identify and act on growth opportunities.
  • Ability to influence, negotiate, and lead in a fast-paced, dynamic environment.
  • Highly analytical with a data-driven approach to decision-making and problem-solving.
  • Strong communication, presentation, and interpersonal skills with the ability to engage at all organizational levels.
  • Demonstrated leadership skills in managing and mentoring teams across multiple geographies.
  • Must possess a high degree of accountability, adaptability, and a results-driven approach.
  • Willingness to travel domestically and internationally as required, up to 50%.
About Us

We are committed to providing exceptional service to our clients and creating a positive work environment for our employees. If you are a motivated and results-driven professional who is passionate about delivering outstanding client experiences, we encourage you to apply for this exciting opportunity.

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