Associate Director, Client Management

alabang, Remote, Philippines

The Associate Director of Client Management will build and lead a regional team of client managers supporting our enterprise clients across ASIA. This role is responsible for driving enterprise client satisfaction, retention, accelerate service adoption, drive continuous process and service quality improvement and ensuring world-class delivery of our background screening programs. The ideal candidate is a strategic leader with deep experience in B2B enterprise client management, a proven record of building high-performing client engagement teams, and a passion for delivering measurable value to customers. He / she will act as senior level of client engagement escalations, support client managers in reinforcing relationships with clients and also act as SME and work with other key stakeholders and leadership in the organization, in the development of seamless delivery and stellar client engagement model, that meet and exceed our service level agreement with the clients.

What's in it for you?

Join a Global Leader

Become part of a dynamic, international culture at one of the world's top background screening companies—where innovation and integrity drive everything we do.

Lead with Impact

Take charge of a high-performing regional team of customer success professionals, known for their excellence and competitive edge.

Work-Life Harmony

Experience true flexibility with our remote-first approach, designed to support seamless work-life integration without compromising productivity or connection.

Responsibilities:

• Leadership & Team Management
• Hire, lead, mentor and develop a team of high-performing client managers supporting clients in multiple markets in Asia.
• Ensure the team is always well equipped with knowledge, tools and resources to support client programs effectively.
• Drive team's proactive client engagement to improve client's onboarding speed, client reporting and service delivery with the aim to encourage high usage of screening services,
• Establish success metrics, KPIs and reporting to measure team's performance and client satisfaction outcomes.
• Foster culture of excellence, commercial and result-focused, team work, collaboration and client-centricity.

Client Success & Relationship Management

1. Build and maintain relationship with key clients

2. Lead initiative to continuously improve client's onboarding speed, client reporting and service delivery

3. Serve as a strategic trusted commercial partner to Customer Success and Sales to support the overall client engagement strategy and achieve revenue goals. Participate in high-value client business reviews, presenting program SLA performance and recommendation for continuous improvement.

4. Act as next-level escalation POC for the team, managing escalations and work with clients and ensuring timely resolution of client issues

5. Strategic partner to Global Customer Care, Customer Success, New Sales, Operations, Onboarding and Product to support commercial goals (Renewal, Upsell opportunities, account alignment, process improvement, client system migration, any other strategic or special initiative as required to drive business outcomes)

Process auditor:

1. High level update to clients on process initiatives/SLA Management provided by client managers

2. High level action planning with client feedback

3. Data-driven decision maker with strong analytical skills to identify trends and surface risk/opportunity

Qualifications:

• Education:
• Bachelor's degree required; MBA or equivalent is a plus.Experience:
• 10+ years of experience in Customer Success, Account Management, or Client Services, with at least 5+ years in a leadership role managing regional or global teams of B2B client-engagement team.
• Strong track record in managing enterprise B2B client relationships, preferably within HRTech, SaaS, or professional services industries.
• Deep understanding of HR, talent acquisition, and compliance-driven environments.
• Proven ability to influence senior C-suite stakeholders and drive business resolution outcomes.
• Exceptional leadership, communication, and stakeholder management skills.
• Experience working in a global MNC and navigating complex, matrixed organizations.
• Experience managing team working in home based environment effectivelyOther Knowledge, Skills, Abilities or Certifications:
• Resource planning, prioritizing & goal setting
• Strong problem solving and follow through skills
• Relationship & resource management skills
• Strong analytical and presentation skills (adept in data mining, analysis and presentation)
• Good business acumen on company's operations & services
• Collaborative spirit - A strong ability to work effectively with various internal departments to achieve client success
• Proficient in MS Office, CRM system like Salesforce
• Fluency in Cantonese is a plus
• Day shift and remote work arrangement

Health & Wellness

Dental Insurance

Vision Insurance

Health Insurance

Life Insurance

Paid Time Off

PTO / Vacation Policy

Paid Holidays

Financial Benefits

401K / Retirement Plan

Employee Stock Purchase Plan

Tuition Reimbursement

Office Perks

Work From Home Policy