Senior Manager for Client Management

13 hours ago

Taguig, National Capital Region, Philippines Private Advertiser Full time
Position Overview

The Head of Client Management is responsible for building, leading, and scaling the client management function to ensure strong client relationships, high satisfaction, retention, and account growth. This role serves as the primary escalation point for key clients and works closely with internal teams to deliver exceptional service aligned with business objectives.


Key Responsibilities
Client Relationship & Strategy
  • Develop and execute the client management strategy aligned with company growth and retention goals.
  • Serve as the senior point of contact and escalation for strategic and high-value clients.
  • Build trusted partnerships with clients by understanding their business needs and objectives.
Account Management & Growth
  • Drive client retention, renewals, and expansion opportunities.
  • Identify upsell and cross-sell opportunities in collaboration with sales and delivery teams.
  • Monitor client satisfaction, performance metrics, and service-level agreements (SLAs).
Team Leadership & Operations
  • Lead, mentor, and develop client management and account management teams.
  • Establish best practices, processes, and standards for client engagement and communication.
  • Ensure consistent and high-quality client experience across all accounts.
Stakeholder & Internal Collaboration
  • Partner with delivery, operations, sales, and finance teams to ensure seamless service delivery.
  • Oversee issue resolution, risk management, and continuous improvement initiatives.
  • Provide regular reporting and insights to executive leadership on client performance and trends.
Governance & Risk Management
  • Ensure contractual compliance and effective management of client agreements.
  • Identify and mitigate client-related risks and escalations proactively.
  • Support audits, reviews, and governance requirements related to client accounts.

Qualifications
  • Bachelor's degree in Business, Management, Marketing, or related field; MBA is an advantage.
  • 10+ years of experience in client management, account management, or customer success roles.
  • Proven experience leading client-facing teams in service-driven organizations.
  • Strong commercial acumen with experience in contract management and account growth.
  • Excellent leadership, negotiation, communication, and stakeholder management skills.

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