Client Success Manager

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Develop and uphold a governance framework for various client accounts within the designated portfolio.

• Lead the team by distributing resources, designating responsibilities, coordinating efforts, communicating effectively, and engaging in activities essential for achieving both company and client objectives.

• Supervise staffing, production, process enhancement initiatives, and program finances to ensure the attainment of key goals.

• Ensure compliance with Peak Support’s policies and procedures, as well as those of the clients.

• Collaborate with various individuals to prepare weekly, monthly, and quarterly business reviews and present the findings to the client.

• Conduct business reviews with Clients and Peak Support Executives (Weekly, Monthly, Quarterly) to assess historical trends and ensure that action plans are integrated into the process improvement strategies.

• Assess the performance of each client and collaborate with support team members and the Cabinet (WFM Training, Quality Assurance, and Business Analytics) to create glidepaths or corrective plans for any underperforming metrics or tasks.

• Formulate strategic plans for process enhancements, headcount planning, and other account-specific needs.

• Collaborate with the Client Success Executive to pinpoint opportunities for new business with existing clients and facilitate account growth.

• Maintain engagement with the IT and Technology teams to guarantee that all tools are functioning efficiently (both internal and client-side) and that security and compliance protocols are being adhered to.

• Assist in fostering team engagement through the planning, coordination, communication, and participation in engagement, rewards, and recognition activities.

• Accountable for the performance, growth, and development of all direct reports (Team Leads, Training, Quality, and any other roles necessary to enhance overall account performance).

⛳️ Requirements

• Exhibit outstanding active listening and communication abilities.

• Capable of operating in a high-pressure environment.

• Deliver timely solutions to clients’ challenges.

• Demonstrate initiative and drive when addressing client inquiries.

• Be flexible and adaptable to evolving client demands.

• Have strong verbal, written, and presentation skills.

• Be self-motivated, capable of facilitating strategic discussions to advance the account.

• Possess excellent judgment and problem-solving capabilities.

🏝️ Benefits

• Health insurance

• Flexible working arrangements

• Professional development opportunities