Enterprise Client Success Manager

Make your next big career move by applying to KMC Solutions' next Enterprise Client Success Manager

An Enterprise Client Success Manager at KMC is focused on maintaining exceptional relationships with Clients in order to provide the best-in-class client experience. Our CSMs act as the overall liaison between the Client and all components of KMC's Talent as a Service internal operations to ensure excellent service delivery. As an imperative, the role must drive successful operational build-out and expansion and resolve issues and concerns by providing sound resolutions through a structured or data-driven approach, while still observing flexibility.

• Representing KMC effectively with a comprehensive knowledge of our service offerings
• Day-to-day account and Client relationship management, with a focus on
• Guiding the Client in account onboarding functions and initial program setup
• Analyzing account performance and providing reports and presentations, including a Monthly and/or Quarterly Business Review using the company template
• Ensuring KMC receives regular Client feedback and provides constructive feedback to Ops Management with proactive suggestions, including KMC's scheduled Customer Satisfaction Survey twice a year
• Undertaking initiatives to enhance Account Management performance and client satisfaction (and in turn Client retention)
• Working with the People and Culture Department in managing initiatives to enhance employee satisfaction (and in turn Employee retention)
• Building rapport and developing a strategic relationship with Client stakeholders
• Learning the business model of the clients and providing value-added recommendations for the retention, growth, and expansion of the clients' business.
• Preparing the agenda and logistics for Client visits, as well as ensuring attendance of key participants
• Regularly attend Client meetings and participate in Client events
• Communicating invitations, critical updates, and announcements to Clients
• Oversee/monitor our ticketing system to ensure deliverables are within SLAs
• Ensuring timely billing and collections
• Preparing standard renewal contracts and basic contract amendments
• Conducts regular site visits with Clients to be involved in status checks/meetings with Clients
• Maintaining accurate and complete account information in the company's enterprise resource planning tool
• Account offboarding functions and clearance
• Leading project management activities as required
• Organizing events for Clients as required
• Completing administrative work as required

On top of your salary, here are the exciting benefits you can look forward to:

• You'll be interacting with key players such as C-level executives from enterprise-level organizations, which can expand your skills and network.
• Making sound decision-making and flexibility to ensure team dynamics and productivity.
• Competitive salary and benefits
• HMO + free dependent
• Access to KMC's exclusive pantry (MadMax Coffee, Fresh Fridge)
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

The main responsibilities of an Enterprise Client Success Manager include:

• To build rapport and develop a strategic relationship with client stakeholders, fully grasp the business of the Clients, and anticipate the needs to provide best-in-class client experience.
• To assume responsibility for ensuring that all aspects of the client's operations are properly supported by any and all KMC departments.
• To continually explore areas of growth and advise the sales team of the possible opportunities to expand the relationship.

To apply, you must be an expert on the following requirements:

• Account Management and Customer Service
• Forecasting & Upselling Strategy
• Working with cross-functional teams (Sales, Marketing, Support)
• MS Office and presentation tools (PowerPoint, Excel, etc.)
• Presentation Skills
• Analytical and time-management skills
• Managing large multi-site/multi-skilled international BPO companies based
• Use of CRM tools and applications
• Communication and interpersonal skills for building effective and meaningful relationships with Clients and internal stakeholders
• Decision-making and problem-solving skills

It will also be favorable if you are knowledgeable in:

• MS Office and presentation tools (Photoshop, Adobe Premiere, MailChimp, etc.)
• Data Analysis
• Business Intelligence
• Awareness of trends and competitors
• Working with global teams or regional nuances