
Client Growth
7 days ago
Make your next big career move by applying as KMC Solutions' next Client Growth & Success Manager
A Client Growth & Success Manager at KMC is focused on maintaining exceptional relationships with Clients to provide the best-in-class client experience. Our Client Growth & Success Managers 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 successful operational build-out and expansion and resolve issues and concerns by providing sound resolutions through a structured or data-driven approach, while still observing flexibility.
- Representing KMC effectively with a comprehensive knowledge of our service offerings
- Day-to-day account and Client relationship management, with a focus on
- Guiding the Client in account onboarding functions and initial program setup
- Analyzing account performance and providing reports and presentations, including a Monthly and/or Quarterly Business Review using the company template
- Ensuring KMC receives regular Client feedback and provides 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)
- Building rapport and developing a strategic relationship with Client stakeholders
- Learning the business model of the clients and providing value-added recommendations for the retention, growth, and expansion of the clients' business.
- Preparing the agenda and logistics for Client visits, as well as ensuring 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's 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
On top of your salary, here are the exciting benefits you can look forward to:
- 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.
- 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 Growth & Success Manager include:
- To build rapport and develop a strategic relationship with client stakeholders, fully grasp the business of the Clients, and anticipate the needs to provide best-in-class client experience.
- To assume responsibility for ensuring that all aspects of the client's operations are properly supported by any and all KMC departments.
- To continually explore areas of growth and advise the sales team of the possible opportunities to expand the relationship.
To apply, you must be an expert on the following requirements:
- Account Management and Customer Service
- Forecasting & Upselling Strategy
- Working with cross-functional teams (Sales, Marketing, Support)
- MS Office and presentation tools (PowerPoint, Excel, etc.)
- Presentation Skills
- Analytical and time-management skills
- Managing large multi-site/multi-skilled international BPO companies based
- Use of CRM tools and applications
- Communication and interpersonal skills for building effective and meaningful relationships with Clients and internal stakeholders
- Decision-making and problem-solving skills
It will also be favorable if you are knowledgeable in:
- MS Office and presentation tools (Photoshop, Adobe Premiere, MailChimp, etc.)
- Data Analysis
- Business Intelligence
- Awareness of trends and competitors
- Working with global teams or regional nuances
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