Client Success Manager

Position Overview:

About the Role

We are seeking a highly motivated and experienced Client Success Manager to lead and nurture our client partnerships. In this pivotal role, you will act as the bridge between our clients and our operations team, ensuring we not only meet but exceed service expectations. You will be responsible for the operational excellence of multiple accounts across diverse industries, driving performance, and building lasting relationships. This is a hands-on leadership role for a strategic thinker who thrives in a fast-paced, dynamic environment.

Key Responsibilities

• Operational Leadership: Manage day-to-day operations across multiple client programs, ensuring strict adherence to Service Level Agreements (SLAs) and the delivery of exceptional service.
• Client Partnership: Build and maintain strong, long-term client relationships through regular strategic communication, proactive problem-solving, and alignment with their business goals.
• Team Management: Lead, coach, and mentor cross-functional teams to foster a culture of high performance and professional growth.
• Strategic Execution: Oversee the seamless launch of new accounts and program transitions, ensuring smooth operational setup and integration.
• Performance Management: Monitor Key Performance Indicators (KPIs) and operational metrics, analyzing trends to create and implement data-driven action plans for continuous improvement.
• Issue Resolution: Serve as the primary point of contact for client escalations, managing conflict and resolving operational issues with a focus on service recovery and process improvement.
• Cross-Functional Collaboration: Partner with internal departments including HR, Training, Talent Acquisition, and IT to ensure operational efficiency and resource alignment.
• Compliance & Quality: Ensure all operations comply with legal, regulatory, and client-specific requirements, particularly for specialized programs in legal and healthcare. Champion best practices and continuous improvement initiatives.
• Independence & Proactivity: Maintain a highly organized and proactive work ethic, delivering results independently in a fast-paced environment.

Qualifications

Required:

• Experience: Minimum of 3–5 years of experience in team management, including coaching, mentoring, and performance development.
• Operational Background: Proven experience in operations management within a BPO or outsourcing environment.
• Multi-Account Management: Demonstrated success in managing multiple accounts or programs, preferably across different industries.
• Client-Facing Skills: Strong experience in building and fostering long-term client partnerships, with exceptional communication, presentation, and interpersonal skills.
• Analytical & Strategic: Strong analytical mindset with the ability to interpret data to drive informed business decisions.
• Problem-Solving: Excellent problem-solving, conflict resolution, and escalation management skills.
• Schedule Flexibility: Amenable to working a night shift and a shifting schedule.
• Location: Must be willing to work in Pasig (Rockwell Business Center Tower 1 | Bridgetowne Zeta Tower)