The posting
The Client Services Manager is responsible for overseeing the operational and client management aspects of designated sites. This role ensures high occupancy rates, manages client relationships post-onboarding, handles renewals and expansions, addresses any facility-related concerns, and performs comprehensive account management duties. The CSM plays a critical role in maintaining customer satisfaction, optimizing site performance, and driving overall business success. The CSM is overall accountable for site management, working with the Technical Support Team, Client Experience team, and other internal departments for overall coordination of the client.
- You’ll be interacting with key players such as C-level executives from enterprise-level organizations which can expand your skills and network.
- Making sound decision-making and flexibility to ensure team dynamics and productivity.
- Hybrid work setup
- Competitive salary and benefits
- HMO + free dependent
- Access to KMC's exclusive pantry (MadMax Coffee, Fresh Fridge)
- Diverse learning & growth opportunities
- Accessible Cloud HR platform (Sprout)
- Above standard leaves
Key Responsibilities 1. Occupancy Management Monitor and Improve Occupancy Rates: Ensure that the assigned sites maintain high occupancy rates through effective management and client retention strategies. Occupancy Planning: Develop and implement plans to maximize occupancy, including identifying opportunities for space optimization and new client acquisition in coordination with the Sales team. 2. Client Relationship Management Post-Onboarding Support: Take over client relationships after the initial 3- month onboarding period managed by the Sales team. Customer Service: Provide exceptional customer service, addressing any client concerns or issues promptly and effectively. Client Retention: Develop and execute strategies to maintain and improve client satisfaction and retention rates. 3. Account Management Renewals and Expansions: Manage contract renewals and identify opportunities for client expansion within the site. Upselling and Cross-Selling: Promote additional services and amenities to existing clients to enhance their experience and generate additional revenue. If cross-selling opportunities are identified, endorse them to the appropriate team for further action. 4. Facility Management Site Maintenance: Oversee the maintenance and upkeep of the physical site, ensuring that all facilities are in excellent condition. Issue Resolution: Address and resolve any facility-related issues or concerns raised by clients, coordinating with relevant departments or service providers as needed. 5. Reporting and Analysis Performance Tracking: Track and report on key performance indicators (KPIs) related to occupancy rates, client satisfaction, renewals, and expansions. Data Analysis: Analyze site performance data to identify trends, opportunities, and areas for improvement. 6. Team Collaboration Coordination with the Sales Team: Work closely with the Sales team to ensure a smooth transition for clients from the onboarding phase to ongoing account management. Internal Communication: Collaborate with other departments (e.g., Sales Support, Facilities Management, Technical Support Team, Client Experience team) to ensure cohesive operations and client satisfaction.
Proficient Oral and Communication Skills • Strong sense of Business Acumen • Financially-Savvy • Exceptional Customer Service • Strong Project Management • Time Management • Business and Market Trend Analysis
Three (3) Years of Well-established Experience with Account Management and handling Service Delivery preferably managerial or at least supervisory role.
Well verse in MS office and presentation tools (Photoshop, PowerPoint, Adobe Premiere, MailChimp, etc.) • Solid background with Project and Time Management • Exceptional Level of Commitment towards Customer Experience
