Client Services Manager

2 days ago

Quezon City, National Capital Region, Philippines Probe CX Full time $104,000 - $130,878 per year
Key Responsibilities (Detailed): Relationship Management:
  • Onboarding & Integration: Guide new clients through a smooth onboarding process, ensuring a clear understanding of services, contacts, and initial expectations.
  • Relationship Building: Develop and nurture strong, trusted relationships with key client stakeholders across all levels (operational, managerial, executive). Understand their individual roles, objectives, and communication preferences.
  • Primary Contact: Serve as the main point of contact for all non-operational client inquiries, concerns, and feedback.
  • Engagement & Check-ins: Conduct regular, proactive check-ins (scheduled calls, informal touchpoints) to gauge satisfaction, understand evolving needs, and provide updates.
  • Churn Prevention: Proactively identify potential churn risks by monitoring client health, engagement, and satisfaction metrics. Develop and execute mitigation strategies in collaboration with internal teams.
Strategic Account Planning:
  • Client Success Plans (CSPs): Develop, maintain, and continuously update comprehensive Client Success Plans for each assigned account. These plans must align ProbeCX's capabilities with the client's specific business objectives, challenges, and long-term goals.
  • Value Identification: Actively identify opportunities for clients to extract more value from ProbeCX's services.
  • Growth Opportunities: Proactively identify and qualify potential upsell and cross-sell opportunities for additional ProbeCX services (e.g., digital transformation, AI solutions, consulting, new geographies) based on client needs and strategic direction. Collaborate with Sales on these opportunities.
  • Quarterly Business Reviews (QBRs): Prepare and lead impactful QBRs with clients, presenting performance against KPIs, discussing strategic initiatives, sharing industry insights, and soliciting feedback for future improvements.
Expectation Management & Communication:
  • Clear Setting: Clearly set and manage client expectations regarding service scope, deliverables, timelines, and performance.
  • Translating Value: Communicate complex operational and technical information clearly and concisely, translating it into business value and impact for the client.
  • Performance Reporting: Provide regular, insightful performance reports, highlighting key metrics, achievements, challenges, and actionable recommendations.
  • Proactive Updates: Keep clients informed of any internal changes, service enhancements, or potential disruptions that may impact their operations.
Issue Resolution & Advocacy:
  • Escalation Point: Act as the primary escalation point for client issues that cannot be resolved through standard operational support channels.
  • Internal Liaison: Facilitate swift resolution by liaising effectively with internal teams (Operations, Technology, Sales, Finance, Legal) to ensure client needs are met and issues are resolved efficiently and to the client's satisfaction.
  • Client Advocate: Champion the client's voice internally, ensuring their feedback and requirements are heard and influence service improvements, process refinements, and future offerings.
Performance Monitoring & Optimization:
  • KPI & SLA Monitoring: Continuously monitor client performance against agreed-upon KPIs and Service Level Agreements (SLAs).
  • Data Analysis: Analyze performance data to identify trends, potential issues, root causes, and areas for optimization.
  • Improvement Collaboration: Collaborate closely with Operations to implement improvements, refine processes, and ensure consistent service delivery excellence that meets or exceeds client expectations.
Product/Service Knowledge:
  • Expertise: Maintain an in-depth understanding of ProbeCX's complete suite of offerings, capabilities, and the value proposition of each service.
  • Industry Acumen: Stay abreast of industry trends, competitive landscapes, and emerging technologies relevant to your clients' businesses and the CX/BPO sector.
  • Client Education: Educate clients on new features, best practices, and innovative ways to maximize the value derived from their partnership with ProbeCX.

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