Client Relationship Manager

4 days ago

Manila, National Capital Region, Philippines Training Resources Group, Inc. Full time ₱800,000 - ₱1,200,000 per year

Grow your career with Australia's largest training resources provider

  • Work from the comfort of your own home
  • Be part of a dynamic & successful team
  • Great career progression in a rapidly expanding company
  • No weekend work

Role Overview

We are looking for an experienced and proactive Client Relationship Manager to manage and grow key client accounts, with a strong focus on retention and long-term relationship building. This role is essential in ensuring client satisfaction, maximizing account value, and identifying opportunities to expand the use of our products and services.

Responsibilities:

Reporting to the Customer Success Manager, your responsibilities will include:

  • Build and maintain strong, long-term relationships with key clients to drive satisfaction, loyalty, and retention.
  • Actively manage a portfolio of accounts, including regular outreach, business reviews, and ongoing needs analysis.
  • Identify at-risk clients early and implement engagement strategies to re-establish value and reduce churn.
  • Collaborate cross-functionally to address and resolve client issues, ensuring timely and effective outcomes.
  • Identify opportunities to upsell or cross-sell additional services or features that meet client goals.
  • Support onboarding and training of new clients, ensuring they have the tools and knowledge to succeed.
  • Monitor and report on client health and activity using CRM tools, maintaining accurate and up-to-date records.

Requirements

An ideal candidate for this role will have:

  • Strong background in client relationship management, account management, or customer success with a retention focus.
  • Proven experience managing a portfolio of corporate or education-sector clients.
  • Ability to quickly understand client needs and translate them into actionable solutions.
  • Excellent interpersonal, communication, and negotiation skills.
  • Results-oriented mindset with a proactive and positive approach to challenges.
  • Experience in or familiarity with SMS, LMS, or vocational education/training environments is highly desirable.
  • Proficient in Microsoft Office and CRM platforms (preferably Zoho CRM).
  • Organised, responsive, and capable of managing multiple client accounts effectively.

Key Performance Indicators:

Productivity:

  • Client Onboarding – number of clients successfully onboarded and trained per month
  • Monthly Revenue Achievement – tracks revenue achievements vs revenue goals

Quality:

  • Client Satisfaction Score (CSAT) – clients' satisfaction with the CRM's support and overall customer experience.
  • Client Retention Rate – percentage of clients who stay with the company after a certain period, indicating long-term satisfaction and product fit.

SLA:

  • Resolution Time – percentage of clients' issues or concerns addressed within SLA.
  • Monthly Follow-Up SLAs – percentage of check-ins or follow-ups with clients completed within agreed timeframe

What's in it for You?

  • Permanent work-from-home
  • No weekend work
  • Fast career growth & development with our internal promotion
  • PHP 100,000 medical coverage for 2 dependents
  • Dental and optical benefits
  • Company-provided equipment
  • Virtual games, events, and lunch outs

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