Senior Manager
6 days ago
The Senior Manager Client Success is an individual contributor role based in India/Manila, reporting directly to the Vice President Client Success.
The role provides senior-level support to domestic Client Success leadership, bridging offshore operations with onshore executives through governance, contracts, reporting, and risk management. As a seasoned professional, the Director ensures accuracy, foresight, and consistency across client-facing processes, enabling superior service delivery, proactive issue resolution, and long-term client satisfaction.
Key Responsibilities
• Administration & Governance: Provide senior oversight for billing and invoicing accuracy, monitor COLA changes, and support aged invoice resolution. Lead consolidation and review of MBR/QBR decks, ensuring strategic alignment and effective client governance.
• Client Communications: Aggregate and analyze offshore data for domestic Client Success teams, manage reporting, and support escalation handling by providing comprehensive investigations and CAPA documentation.
• Contracts & Renewals: Partner with Operations, Legal, and Solutions teams to gather and validate data for contract negotiations and renewals, ensuring completeness and accuracy for executive-level decision-making.
• Growth Enablement: Identify and assess trends or upsell opportunities through offshore insights, develop preliminary strategies, and support client-facing growth initiatives in collaboration with domestic leadership.
• Operational Leadership Support: Oversee consolidation of client health metrics and performance dashboards, highlight risks, and ensure governance trackers are current and reliable. Support onboarding processes and provide high-level operational intelligence to domestic leaders.
• Risk & Issue Management: Lead identification of potential scope creep and risks, develop structured assessments, and advise on mitigation strategies. Ensure timely escalation of high-impact issues.
• Service Delivery & Training Support: Monitor service delivery against contractual expectations, highlight deviations, and coordinate remediation plans. Provide oversight for training and compliance tracking to meet client and organizational requirements.
Skills Required
• Strong executive communication, reporting, and relationship management skills.
• Advanced analytical ability to interpret operational data and develop insights.
• Expertise in governance reporting, invoicing, dashboards, and contract support.
• Strong problem-solving, risk assessment, and escalation management skills.
• Ability to work cross-functionally with senior stakeholders across regions.
• Flexibility to align with US client schedules and occasional international travel.
Qualifications
• Bachelor's degree in Business, Finance, or related field (MBA preferred).
• 12–15 years of progressive experience in client success, account management, or operations leadership.
• Proven track record of supporting executive-level client engagements and governance.
• Experience in BPO, KPO, or IT/ITES industries strongly preferred
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