SUMMARY
As a Client Success Manager, you will guide clients through the Scalable OS management process in our Philippines-based BPO operations. Reporting to the Director of Client Success, you will be the primary client contact, ensuring smooth departmental transitions and building strong relationships. Your success will be measured by client satisfaction during onboarding, account management, and their readiness to use and grow our services.
JOB RESPONSIBILITIES
Client Onboarding and Relationship Management:

• Act as the main contact between clients and internal teams to ensure clear communication and aligned expectations.

• Support clients throughout the recruitment process, addressing inquiries and concerns.

• Conduct periodic calls to maintain relationships, provide insights, and document information for account growth.

• Build and maintain positive client relationships to earn trust and confidence.

• Manage ticketing system to resolve all cases within SLAs.

Client Onboarding Assistance:

• Conduct onboarding presentations for all new clients to provide comprehensive insight into Scalable OS operations, establishing clear expectations for both parties.

• Assist clients throughout the onboarding process, ensuring that all necessary documentation is accurately and promptly completed.

• Collaborate with internal teams to ensure a seamless onboarding experience for clients, addressing any issues or challenges that may arise.

Needs Assessment and Account Growth:

• Assess clients' staffing needs, preferences, and goals thoroughly.

• Work with internal teams to find solutions that match client needs and our capabilities.

• Identify accounts needing more seats and initiate sales discussions to increase seat numbers.

Process Guidance and Support:

• Provide clients with comprehensive guidance on the recruitment process, including documentation requirements, timelines, and key milestones.

• Proactively identify and address any challenges or obstacles that may arise during onboarding to ensure a seamless client experience.

• Assist in the development and documentation of new processes and client activities.

CRM and ATS Management:

• Use a CRM platform (e.g., Hub Spot) to manage client interactions, update client profiles, and track communication history.

• Handle an applicant tracking system (e.g., Zoho Recruit) to ensure that deals from the Business Development team accurately appear as open roles in the recruitment pipeline.

• Manage tickets on Hub Spot Service to ensure that all tickets are resolved by the appropriate department and updates on tickets are communicated to clients.

• Ensure data accuracy and integrity within all platforms to facilitate efficient client management and overall client cycles.

Client Education and Training:

• Inform clients about optimal practices for interacting with our internal teams to enhance the process's efficiency and effectiveness.

• Provide training or resources as necessary to assist clients in using our systems and platforms.

• Comprehend and convey the Scalable OS best practices guidelines to support retention efforts.

Feedback Collection and Improvement Initiatives:

• Collect client feedback on onboarding to find improvement areas.

• Work with internal teams to implement enhancements based on this feedback.

Performance Metrics and Reporting:

• Track key performance indicators (KPIs) related to client satisfaction and onboarding success.

• Provide management with regular reports and updates on client relationships, including onboarding activities, HR concerns, and account growth opportunities.

• Utilize NPS surveys to gather client feedback.

QUALIFICATIONS

• Bachelor's degree in Business Administration, Human Resources, or a related field.

• At least 5 years of experience in client success, account management, or a similar role, preferably within the BPO industry.

• Exposure to Managed Services Provider (MSP) or tech industries is highly desirable but not necessary.

• Experience working with US clients and night shift is required.

• Solid understanding of recruitment processes and best practices.

• Exceptional communication and interpersonal skills, with the ability to effectively engage with clients and internal teams.

• Experience in maintaining and expanding client relationships to increase seat numbers.

• Proven ability to manage multiple client relationships simultaneously while maintaining high levels of satisfaction.

• Detail-oriented with strong organizational and problem-solving abilities.

• Proficiency in CRM software (e.g., Hub Spot) and applicant tracking systems (e.g., Zoho Recruit).

• Comfort working in a fast-paced, dynamic environment and adapting to changing priorities.

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.

• Should be amenable to a permanent night shift schedule.

Job Type: Full-time
Pay: Up to Php120,000.00 per month
Benefits:

• Health insurance
• Life insurance
• Work from home

Schedule:

• 8 hour shift
• Evening shift
• Monday to Friday

Supplemental Pay:

• 13th month salary

Experience:

• Client Success: 5 years (Preferred)
• Account management: 5 years (Preferred)