The posting
Discover your 100% YOU with MicroSourcing!
Position: Client Success Manager
Work setup: Hybrid | 2-3 weeks per week
Why join MicroSourcing?
You'll have:
- Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
- A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
- Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
- Career Growth: Take advantage of opportunities for continuous learning and career advancement.
- Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
POSITION SUMMARY:
SEBPO is seeking an experienced Client Success Manager. In this highly visible role, you will work directly with clients on multiple projects across various industries. As the SME on Client Relationship Management within the organization, this position is responsible for the success of our partnerships while being the internal expert on each client relationship. Reporting to the Vice President of Client Success or Director of Client Success, this role ensures that the clients objectives and issues are met with anticipatory service, deliverables are on time and of high quality, and internal stakeholders are engaged appropriately.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Responsible for the management of day-to-day service delivery within a multi-shore environment
Provide high-touch support for clients in variety of industries such as Digital Ad Operations, Digital Creative Services, Data Solutions, Media Planning, and Quality Assurance
Maintain executive level communication with existing POCs in order to manage evolving client expectations, needs, and priorities to ensure client satisfaction
Work with company resources located in Bangladesh and El Salvador to ensure day-to-day service is effectively meeting client needs and value is being recognized by client
Consult/collaborate frequently with internal and external contacts to ensure alignment on priorities and projects
Identify growth opportunities in existing partnerships and collaborate with the Sales Team on strategy
Handle service escalations from internal and external clients and take appropriate action for resolution
Monitor daily workflow of client team, review data for trending, recommend improvements, establish process and proactively identify and resolve issues
Provide & analyze reports to clients and delivery team to identify trends and inefficiencies.
Assure that problems, questions, or concerns from clients are handled appropriately – escalated, tracked, reported, and resolved with client follow-up
Gather client feedback through regular communications and follow up. Assure that client retention risks are highlighted, and that proper urgency and escalation steps are taken
Adherence to standard practices and client contractual commitments
Host client calls, meetings, and formal business reviews both onsite and offsite with leaders within our clients organizations
Other duties and responsibilities as assigned
QUALIFICATIONS:
3+ years experience directly managing client relationships, ideally with US based clients
Mastery of American English – both written and verbal. Native fluency is a must.
Ability to travel to the US as needed for meetings with clients and US-based
management. Visa required.
Must be able to work permanently Monday through Friday, 8:00 am to 5:00 pm Eastern
Time (New York Time Zone; GMT -5) and some holidays.
DEMONSTRABLE SKILLS:
Strong interpersonal and communication skills
Good listener, especially when problems arise
Proactive with a high sense of urgency
Organized: ability to manage multiple clients/projects at same time
Ability to align with the client propose viable solutions to problems
Strong negotiation with internal and external partners
Strong analytic skills
Fast and independent learner
Easily adapt to change
Comfortable talking to high-level client representatives
Action Oriented and able to work independently
Experience preparing and presenting client business reviews
Experience monitoring key performance indicators and service level agreements
Ability to treat every customer as if they are the only customer
Desire to learn globalization by working closely with a delivery organization that that is located in Central Asia and Latin America and management located in the United States
Accountability is a must
Experience working with other cultures across the globe a plus, especially American,
Asian and Latin American
Experience in Digital Ad Operations, Creative Services, or Media Planning a plus
EDUCATION AND EXPERIENCE:
Bachelors Degree in business, communications or a related field.
3+ Years Experience in a High-Touch Client Services Environment
TECHNICAL SKILLS:
Microsoft Office
Microsoft Excel
Power Point
Salesforce.com
Google Suite
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About MicroSourcing
With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.
Our commitment to 100% YOU
MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.
At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!
For more information, visit https://www.microsourcing.com/
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