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Client Services Manager

2 weeks ago

Quezon City, National Capital Region, Philippines Probe CX Full time $104,000 - $130,878 per year

Job Purpose:

Lead the commercial relationship with current clients in order to achieve the strategic outcomes of Probe CX and the Client.

Develop strong commercial relationships with the client:

· Establish regular one on one contact in order to foster strong commercial relationships with key client influencers and decision makers

· Establish a clear understanding of the client's strategic drivers and communicate to the business

· Identify and make recommendations on strategic value-adds Stellar can provide for the client

· Develop and implement a strategic client management plan to ensure the ongoing success of the relationship

· Work with the Group Manager Operations (GMO) / General Manager Operations (GM) / General Manager Client Relations Group (GMCR) to resolve all client issues quickly and effectively

Lead commercial governance processes:

· Manage all change requests and contract variations

· Develop commercial impact statements and recommend the appropriate course of action on change requests and contract variations

· Negotiate commercial outcomes with the clients and where appropriate escalate to the GMO / GM / GMCR

· Maintain all written client correspondence including ad-hoc agreements that fall outside of the contractual requirements

· Audit centre invoices to ensure alignment with commercial agreements

· Oversee reporting to ensure internal stakeholders are clearly aware of client business drivers that may not be defined within the contract

· Manage the annual price review process

Organic growth and contract retention:

· Oversee all proposals for growth and / or changes to existing contracts including pricing, risk assessment and proposal development

· Manage the client contract renewal and / or re-tender process

· Develop risk and opportunity strategy papers for Probe CX to analyse commercial client relationships

· Conduct a monthly review of the contract P&L with the GMO / GM / GMCR to identify opportunities to improve revenue gains

Develop and oversee communication forums between the client and Probe CX operations:

· Identify and implement ways of improving the lines of communication, in keeping with OBM

· Escalate to the GMO / GM / GMCR all areas of performance that place the relationship with the client at risk venture

· Anticipate sensitive topics and work with the operational delivery team to ensure the company is prepared to manage the client and solution (eliminate surprises)

· Oversee client performance reviews including the development of presentation materials

· Work with the GMO / GM / GMCR to assess the health of key Stellar operational platforms including CPI, BBRs, TNTC

· Assist in developing an 'Account Management' team, including coordination of the company's stakeholders

Ad hoc Project Management for designated clients as required:

· Other reasonable duties as required

Qualifications:

· Must have at least 2 years of related work experience

· Experienced in client management, negotiation, statistical analysis, and pricing

· Must have above average written and verbal communication skills

· Amenable to work on a dayshift schedule and to work onsite in Eastwood, Quezon City