Client Services Manager

We are seeking an experienced and results-driven Client Services Manager to oversee client relationships, ensure service delivery excellence, and drive client satisfaction within the BPO industry.

The ideal candidate will serve as the primary point of contact for assigned clients, manage client expectations, oversee service performance, and collaborate with internal operations teams to ensure contractual commitments and business objectives are consistently achieved.

Key Responsibilities

Client Relationship Management

• Serve as the primary liaison between clients and internal operations teams.
• Build and maintain strong, long-term relationships with key client stakeholders.
• Conduct regular business reviews, performance discussions, and client meetings.
• Proactively address client concerns, escalations, and service-related issues.
• Identify opportunities to strengthen client partnerships and improve customer satisfaction.

Service Delivery & Performance Management

• Ensure service delivery meets agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Collaborate with Operations Managers and other departments to address performance gaps.
• Monitor account performance and recommend continuous improvement initiatives.
• Facilitate regular performance reviews and operational updates with clients.
• Ensure alignment between client expectations and operational capabilities.

Account Management & Business Growth

• Manage assigned client accounts and ensure successful delivery of contracted services.
• Identify opportunities for account expansion, upselling, and additional business opportunities.
• Support contract renewals, service negotiations, and client retention initiatives.
• Collaborate with senior leadership on account strategies and business development opportunities.
• Maintain awareness of client business objectives, industry trends, and changing requirements.

Escalation & Stakeholder Management

• Act as the escalation point for critical client concerns and service delivery challenges.
• Coordinate with Operations, Workforce Management, Quality Assurance, Training, and other support teams.
• Ensure timely resolution of client issues while maintaining positive business relationships.
• Communicate operational challenges, risks, and proposed solutions to stakeholders.

Qualifications

• Bachelor's degree in Business Administration, Management, Communications, or a related field.
• At least 5 years of experience in the BPO industry, including a minimum of 2 years in client services, account management, client relationship management, or a similar leadership role.
• Proven experience managing client accounts and maintaining relationships with external stakeholders.
• Strong understanding of BPO operations, SLAs, KPIs, and service delivery processes.
• Experience conducting business reviews, managing client escalations, and coordinating cross-functional teams.
• Excellent communication, negotiation, presentation, and interpersonal skills.
• Strong problem-solving, analytical, and decision-making abilities.
• Experience handling international clients, particularly US-based accounts, is an advantage.
• Ability to manage multiple client accounts and competing priorities in a fast-paced environment.

Preferred Qualifications

• Experience managing multiple BPO accounts or large-scale client portfolios.
• Background in customer service, technical support, or back-office operations.
• Experience supporting contract renewals, account expansion, and client retention.
• Familiarity with CRM platforms, performance dashboards, and client reporting tools.

Pay: Php75,000.00 - Php80,000.00 per month

Work Location: In person