Client Success Manager

Make your next big career move by applying as KMC Solutions' next Client Success Manager

A Client Success Manager at KMC is focused on maintaining exceptional relationships with Clients to provide the best-in-class client experience. Our Client Success Manager acts 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 the 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 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 in 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