Client Services Manager

4 days ago

Quezon City, National Capital Region, Philippines Probe CX Full time ₱900,000 - ₱1,200,000 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.

  • Client Services Manager

    7 hours ago

    Quezon City, National Capital Region, Philippines Global Medical Virtual Assistants Full time $104,000 - $130,878 per year

    A Client Services Manager manages and leads a team of virtual assistants, with the primary role of ensuring congruence between the virtual assistant's performance and the clients' expectations.TASKS;Managing the day-to-day planning, operations, and problem-solving of a team of Medical Client-VA pairs to meet with required targets set by clients as a Client...

  • Client Services Manager

    7 hours ago

    Quezon City, National Capital Region, Philippines HSBC Full time ₱60,000 - ₱120,000 per year

    Some careers have more impact than others.If you're looking for a career where you can make a real impression, join HSBC and discover how valued you'll be.HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and...

  • Client Services Manager

    9 hours ago

    Quezon City, National Capital Region, Philippines Global Medical Virtual Assistants Full time ₱1,800,000 - ₱2,400,000 per year

    A Client Services Manager manages and leads a team of virtual assistants, with the primary role of ensuring congruence between the virtual assistant's performance and the clients' expectations.TASKS;Managing the day-to-day planning, operations, and problem-solving of a team of Medical Client-VA pairs to meet with required targets set by clients as a Client...

  • Client Services Manager

    4 days ago

    Quezon City, National Capital Region, Philippines Probe CX Full time ₱900,000 - ₱1,200,000 per year

    Job Purpose:Lead the commercial relationship with current clients in order to achieve the strategic outcomes of Probe CX and the Client.Develop strong commercial relationships with the client:· Establish regular one on one contact in order to foster strong commercial relationships with key client influencers and decision makers· Establish a clear...

  • Client Services Associate

    2 days ago

    Quezon City, National Capital Region, Philippines MicroSourcing Full time ₱250,000 - ₱500,000 per year

    Discover your 100% YOU with MicroSourcing Position: Client Services AssociateLocation: Global One, Eastwood, Libis, Quezon CityWork setup & shift: Night shift | Onsite Why join MicroSourcing? You'll have:Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash...

  • Client Services Director

    6 days ago

    Quezon City, National Capital Region, Philippines Afni PH Full time ₱1,500,000 - ₱2,500,000 per year

    Duties and Responsibilities:Develop strong business relationships with "key players" in the respective industry and partner with existing clients to understand & align to their strategy.Develop strong partnerships with our clients to assist in growth of new and existing relationships.Ensure the financial performance of client contracts and programs by...

  • Client Services Director

    4 days ago

    Quezon City, National Capital Region, Philippines Afni, Inc. Full time ₱360,000 - ₱1,440,000 per year

    DescriptionDuties and Responsibilities:Develop strong business relationships with "key players" in the respective industry and partner with existing clients to understand & align to their strategy.Develop strong partnerships with our clients to assist in growth of new and existing relationships.Ensure the financial performance of client contracts and...

  • Client Service Associate

    4 days ago

    Quezon City, National Capital Region, Philippines Sapient Global Services Full time ₱17,000 - ₱300,000 per year

    Still stuck in a job or situation that doesn't challenge or reward you?Maybe it's time to make a move, and we're making it easy for you.Sapient is growing, and YOU could be the newest addition to our Customer Service Representative / Retail Account Representative team in Metro Manila With a 1-day hiring process and a salary of up to ₱25,000 plus monthly...

  • Client Manager

    4 days ago

    Quezon City, National Capital Region, Philippines Common Suits Manila Full time ₱600,000 - ₱1,200,000 per year

    Company DescriptionCommon Suits Manila empowers men by offering enduring styles that highlight core values such as integrity, power, humility, and leadership. Our mission is to help men feel and perform their best by providing them with impeccable fashion that is both fearless and grounded, refined and effortless. We strive to be the best wingman for every...

  • Client Services Representative

    4 days ago

    Quezon City, National Capital Region, Philippines CrewBloom Full time ₱300,000 - ₱450,000 per year

    The Client Services Representative will assist customers with questions, and concerns, and educate them on the client's products and services. The successful person in this role will encourage a direct and positive relationship with customers.Job ResponsibilitiesAnswer a minimum of 30 inquiries via email, phone, or chat in a professional and upbeat...