Client Success Manager

We at Acxelsus are on a mission to showcase exceptional Filipino talent globally. Beyond educational credentials and professional experience, we highly prioritize passion, dedication, loyalty, and a proactive attitude towards personal growth. Our foundation is built upon a set of core values - R.I.G.H.T. - representing Reliability, Integrity, Goal-Oriented mindset, Happiness, and Teamwork. These values define our identity and guide our approach to achieving success.

If you are passionate about advancing your career, forging genuine connections, and becoming part of a team committed to your success, join us!

About the Job

Acxelsus is seeking a Client Success Manager to join our growing team. As a Client Success Manager, you will be responsible for maintaining strong client relationships, ensuring service delivery excellence, and managing the performance and engagement of our internal delivery teams. This role plays a key part in supporting long-term client success and driving continuous improvement and growth within our accounts.

Key Responsibilities

• Client Relationship Management
• Act as the main point of contact for assigned clients, ensuring satisfaction through clear, consistent communication.
• Lead client onboarding processes and support the successful integration of new roles or services.
• Conduct regular performance check-ins and service review meetings.
• Proactively address any concerns or service issues and escalate matters as needed.
• Gather client feedback and translate it into actionable insights for internal teams.
• Team Performance Oversight
• Monitor the day-to-day performance, attendance, and engagement of staff assigned to each client.
• Coordinate with HR to conduct quarterly performance evaluations and manage staff improvement plans.
• Provide ongoing guidance, support, and recognition to ensure team well-being and retention.
• Collaborate with HR, Recruitment, Admin, and IT departments to ensure staff have the necessary support and resources to meet client expectations.
• Service Delivery & Growth
• Continuously assess the quality-of-service delivery across accounts and recommend improvements to internal processes and communication.
• Identify and report opportunities for service expansion or additional roles within existing accounts.
• Work with the CEO and business development team to develop and execute plans that convert growth opportunities into measurable outcomes.

Qualifications

• Education: Bachelors degree in business administration, Operations Management, Human Resources, or a related field.
• Experience: At least 3 years in client success, account management, or operations management, preferably in the BPO or offshore staffing industry.
• Technical Skills: Proficiency with Google Workspace, CRM platforms, HRIS systems, and communication tools like Slack or Zoom.
• Soft Skills: Excellent communication, interpersonal, and conflict resolution skills; strategic thinking; and strong organizational capabilities.
• Language: Strong command of English, both verbal and written.

What We Offer

Here at Acxelsus, our people come first. We offer total compensation to ensure our team experience overall wellness and has the financial resources and support they need.

• Market competitive salary and allowances
• Health & group life Insurance
• Fixed weekends off; Dayshift schedule
• Opportunity for Hybrid Setup
• Paid time off and birthday leave
• Learning & development
• Employee recognition
• Work-life balance
• Diverse and positive work environment

Ready to experience the #AcxelsusAdvantage? Join our team today!