Client Success Manager

SUMMARY:
WHAT IS YOUR ROLE We’re looking for a self-starter, hard-working, and dedicated team member to jump in and be a key part of our client success team. In this role, you are responsible for maintaining and nurturing client relationships.

POSITION INFO:

WHAT IS YOUR ROLE

We’re looking for a self-starter, hard-working, and dedicated team member to jump in and be a key part of our client success team. In this role, you are responsible for maintaining and nurturing client relationships. Your main responsibility will be representing our client with their Clients and acting as their internal Client. You will need to be laser focused on our operational performance and comfortable working with our Philippine based management team on a daily basis. You will be responsible for day to day Client communication, performance reporting, training and knowledge management. Having an eye for details will be important as you’ll be maintaining all Client Success tools and procedures.

WHY DO WE WANT YOU

We are currently looking for an impact-driven team member who is passionate and wants to help our client grow. We expect a lot from our Team and want them to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic and Authentic.

WHAT WILL YOU DO

Processes

Execute daily and weekly reviews of our operational performance with Client stakeholders

Ability to work seamlessly across different departments namely: Implementation, Sales, Finance,

IT, and Operations.

Provide immediate response to clients and account stakeholders.

Create and manage Client contracts such as MSAs and SLAs.

Monitor compliance against SLAs and achievement of client KPIs

Identify performance issues, conducts root cause analysis and work with operations to improve performance on KPIs through motivating, guiding and holding local operations managers accountable for following SLA.

Facilitate Client Business Reviews and organize our clients team for these reviews

Monitor receivables, work with operations teams where necessary to ensure invoices are paid in a timely manner

Provide regional support for other Client Success Team Members

Provide timely updates on Implementations and Client Business Reviews

Develop, maintain and leverage relationships and networks within the client organization to identify and develop business opportunities

Tools, Administration and Reporting

Familiarity with Google Suite of Services is a must for this role

Gmail, Drive, Sheets, Slides, and Docs are used heavily at our client

Experience with Hubspot is a plus

Coordinate People Management Process

Enable our team by providing updated templates (Client Overview, Engagement Proposals, Process Documents, Implementation Plans, Client Specific documents, etc.)

Maintain Client schedule (Weekly Updates, MBRs, QBRs, Implementations) and collect feedback and drive necessary actions to completion

Training

Coordinate necessary training and best practices related to Tools and Processes

Ongoing support and knowledge sharing

Obtain feedback from Clients and team members on processes and tools to ensure continuous improvement

Provides input and communication to drive Client Success improvement, for all clients, enterprise wide

WHAT WE’LL LIKE ABOUT YOU

YOU ARE…

Curious and authentic, just like us! 

Very organized and have the ability to handle multiple assignments

Basic understanding of the Outsourcing Industry is a plus (if the applicant doesn’t have this, we’d expect a strong desire to learn about it)

Willingness and excitement in learning about all our clients full range of services, including Customer Support, Data Management, Sales Enablement, Content Moderation and Sales services will be expected

A strong grasp of Excel or Google Sheets will be helpful with the reporting work you’ll be responsible for.

University degree (or equivalent education)

English language fluency

• 2- 3 years experience as a client success manager

NB! This job is now closed. You can apply for other jobs by uploading your CV.