Client Services Manager

Finance And Back Office Taguig City, National Capital Region

KEY RESPONSIBILITIES & DUTIES

Client Relationship Management:

Develop and nurture positive, long-term relationships with clients.
Act as the main point of contact for client inquiries, requests, and issues.
Understand client needs and proactively identify opportunities to meet and exceed their expectations.

Account Management:

Manage a portfolio of client accounts, ensuring all client needs are met.
Develop account plans and strategies to maximize client satisfaction and business growth.
Monitor account performance and provide regular reports to clients and internal stakeholders.
Conduct routine business evaluations with clients (Quarterly Business Reviews, Monthly Business Reviews, or Weekly Business Reviews).
Take the lead on ad-hoc projects and other initiatives as needed.

Operations & Service Delivery:

Manage team members in regard to their overall performance
Collaborate with cross-functional teams to ensure timely and quality delivery of products and services.
Facilitate client & staff onboarding and training processes.
Resolve client issues and concerns promptly and effectively.

Client Communication:

Communicate regularly with clients to provide updates, gather feedback, and address questions or concerns.
Prepare and deliver presentations and reports to clients as needed.
Serve as an advocate for the client within the company.

Contract Management:

Client Retention and Growth:

Identify opportunities for upselling or cross-selling additional products or services.
Develop strategies to increase client retention and revenue generation.

Team Collaboration:

Collaborate with internal teams to share client feedback and insights for product improvemen
Provide training and mentorship to junior team members if applicable.

A university degree or a post-graduate degree and/or relevant certifications is an advantage but is not required.
Must have five (5) or more years progressive and recent experience in a Client Services Manager or higher role with experience in account and client management, inside sales, and operations management.
Experience in offshoring and/or business process outsourcing business models is required.
Must have experience in managing various policies across multiple accounts or entities simultaneously.
Strong work ethic, integrity, flexibility, diversity, customer service orientation, leadership/coaching skills and team building abilities are essential.