Client Success Lead

6 days ago

Mandaue City, Central Visayas, Philippines LEAP Global Teams Full time $104,000 - $130,878 per year

We're looking for a Client Success Lead to be the bridge between our clients and our delivery teams.

You'll keep clients happy and guide a small team so that service is smooth, KPIs are met, and issues never slip through the cracks.

What You'll Do
  • Be the main point of contact for assigned clients, ensuring clear communication and excellent service.
  • Supervise and coach the team supporting each client: monitor performance, attendance, and professionalism.
  • Conduct regular check-ins and provide feedback to help team members grow.
  • Track and report KPIs, SLAs, and client satisfaction scores.
  • Prepare and present weekly or monthly updates to clients.
  • Handle escalations quickly and effectively.
  • Coordinate with recruitment, training, and operations for seamless onboarding of new hires.
  • Identify process improvements and opportunities to strengthen client partnerships.
What You Bring
  • 3+ years in a BPO/outsourcing environment, including at least 1 year in a supervisory or account-management role.
  • Strong client-relationship and team-leadership skills.
  • Excellent communication and presentation abilities.
  • Solid problem-solving and conflict-resolution skills.
  • Comfort with performance metrics and reporting.
  • Proactive, organized, and detail-oriented.
  • Willingness to work flexible hours to support international clients.

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