Client Services Manager

Where Global Partnerships Meet Local Excellence

At Emapta, we connect world-class talent with global opportunities-right from the Philippines. We're more than an outsourcing company; we're a community built on care, collaboration, and growth. Our people are the driving force behind the success of international clients across industries, and we make sure they thrive with the same passion they bring to their work. With supportive leaders, flexible work setups, and endless learning opportunities, Emapta empowers every professional to build a global career without leaving home. Here, you'll find purpose, belonging, and the freedom to grow your way.

Job Description

As a
Client Services Manager
, you'll lead the strategic delivery of client success - driving growth, service excellence, and long-term partnerships. You will oversee client management, mentor high-performing teams, and ensure every project reflects operational excellence and Emapta's global standards.

Job Overview

Employment type: Full-time

Shift: Night shift, Weekends Off

Work setup: Hybrid (3 days onsite, 2 days WFH) - Makati

Exciting Perks Await

• Competitive Salary Package
• Hybrid work arrangement
• HMO coverage with free dependent upon regularization
• Prime office location in Makati (easy access to MRT stations, restaurants, and banks)
• Fixed weekends off
• Salary Advance Program through our banking partner*
• Unlimited upskilling through Emapta Academy courses
• Learn more:
  
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited employee referral incentives across the organization
• Standard government and Emapta benefits
• 20 annual leaves (including 5 convertible to cash)
• Fun employee engagement activities
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

• 10 years or more
  of
  leadership experience
  in
  Customer Success, Account Management, Service Delivery, and/or Operations
  , preferably in a BPO or staffing environment.
• Proven ability to build and maintain strong client relationships through a consultative, relationship-driven approach.
• Track record of delivering results in fast-paced, deadline-driven environments.
• Experience in account growth strategies, including upselling and cross-selling.
• Strong people management experience with a focus on mentoring and coaching.
• Exceptional communication skills (verbal, written, and presentation).
• Strong analytical and problem-solving skills with keen attention to detail.
• Proficiency in Microsoft Office Suite and other business tools.
• Solid understanding of legal contracts, IT systems, HR policies, procedures, and Philippine labor laws.
• Highly adaptable with a strong work ethic and team-first mindset.
• Ability to develop and maintain cross-functional relationships while driving key performance metrics.
• Proven ability to engage and influence customer management and key decision-makers.
• Bachelor's degree (BS or BA) or equivalent work experience.

Your Daily Tasks

Client Management

• Act as the primary point of contact for clients, ensuring outstanding service, satisfaction, and long-term partnerships.
• Strengthen client relationships by fostering trust, driving engagement, and identifying growth opportunities to enhance retention.
• Oversee the execution of client requirements by assessing, clarifying, and validating customer needs on an ongoing basis.
• Proactively address client requests, concerns, and escalations, ensuring swift resolution and a seamless experience.
• Stay ahead of industry trends and workforce demands, conduct customer engagement analysis, and monitor key performance metrics to develop strategic solutions.
• Schedule regular check-ins, business reviews, and performance assessments to reinforce value and drive continuous improvement.
• Develop action plans to address customers' business needs.
• Serve as the primary point of contact for requests and complaints, escalating issues as necessary.
• Ensure compliance with contract terms and labor laws for both the company and clients.
• Lead solution development efforts by coordinating across teams to address client needs and escalations effectively.
• Ensure adherence to SLAs, contracts, and compliance standards.

Strategic Growth

• Identify and drive opportunities for upselling and cross-selling to maximize client value.
• Manage SOWs, contract renewals, and account expansion strategies.
• Drive strategic planning and decision-making to support client expansion and business growth.

People Management & Development

• Mentor, coach, and performance-manage direct reports, fostering a high-performance culture.
• Lead administrative operations to ensure smooth business execution.
• Cultivate a positive, motivating, and results-driven work environment.
• Implement change management strategies for process adoption and alignment.
• Develop and execute training programs aligned with Customer Success best practices.
• Foster a culture of continuous learning and improvement.

Reporting & Governance

• Oversee reporting deliverables such as utilization reports, invoicing, and performance documentation.
• Supervise the Internal Service Delivery Team (ISDT) to ensure positive client experiences.
• Partner with stakeholders to develop insightful performance and analytics reports.
• Analyze data to generate reports that assess team efficiency and growth potential.
• Communicate trends, insights, and recommendations to drive operational enhancements.

Stakeholder Management

• Build strong relationships with key internal and external stakeholders to enhance performance and satisfaction.
• Serve as the liaison between Account Management and Emapta Operations to enhance global efficiency.
• Maintain proactive communication channels to share best practices and performance updates.
• Anticipate and address stakeholder concerns to ensure engagement and alignment.

Process Optimization & Additional Responsibilities

• Lead and implement process improvement initiatives to enhance efficiency and scalability.
• Optimize workflows for seamless operations and superior customer experiences.
• Maintain and update the Customer Experience knowledge base for standardized operations.
• Oversee multiple complex projects, ensuring alignment with company goals.
• Resolve high-impact challenges and manage organization-wide risks.
• Define, assess, and improve delivery methodologies and frameworks.
• Support digital transformation and agile adoption within teams.

Why We Stand Out Among the Rest

Join Emapta, recognized as
one of the Top 20 Dream Companies for Filipinos in 2024.
With a 50/50 gender ratio and a culture rooted in care and empathy, you'll feel valued from day one. We're committed to growing talent and setting you up for success.

Be part of a team that showcases Filipino excellence to the world. With 20 offices across 11 countries and 1,000+ clients, you'll create real impact every day-whether you work from home or on-site. Our 100% virtual recruitment process makes it easy to get started.

At Emapta, you're not just joining a company-you're becoming part of a thriving community of 10,000+ professionals growing careers with purpose. And behind every partnership we build is a deep respect for people and the impact they make.

"We place integrity at the heart of everything we do and truly value the human experience. That's why, for clients, it's a profound and transformational process that gives them the opportunity to achieve the business growth they desire."

-
Tim Vorbach, CEO

#EmaptaEra