Senior Client Services Manager

Be a part of our fast-growing team and unchain all the possibilities!

What is your mission

The Senior Client Services Manager will be the point of contact of ISW to VIP and large accounts clients. They must ensure engagements with these clients, aiming for continuous partnerships that will result in growth and retention. S/he is pivotal in providing excellent client support, addressing any possible needs or concerns with agility and accuracy. In addition, S/he will manage the administration of the care program. This is ISW's onboarding process for new accounts.

You will provide the best service to our partner brands by performing these tasks:

iCARE PROGRAM ADMINISTRATOR

• In charge of the overall administration of the iCARE program for new accounts.
• Schedule 1:1 sessions with clients to support departments.
• Prepare and provide minutes of the meeting and lists of agreements with all parties involved.
• Monitor the compliance of the support department with the agreements set to the new account.
• Partner with all support departments in ensuring customer satisfaction with all new accounts.
• Prepare and submit monthly iCARE status reports to ISW management.
• Partner with the Project Manager in ensuring that all activities in the Gantt chart will take place.

B2B SALES AND ACCOUNT GROWTH

• Identify operational opportunities that will drive the need to grow additional HC and LOBs in ISW.
• Proactively identify opportunities to upsell ISW services to clients based on their needs and goals.
• Consistently pitch and follow up recommendations on client's business growth at ISW.
• Anticipate and plan how to properly handle the client's objections in favor of ISW.
• Escalate contract negotiations, renewals, and amendments to VP of Client Services.

CLIENT MANAGEMENT AND CONCIERGE SERVICES FOR VIP, LARGE, AND DORMANT ACCOUNTS

• Serve as ISW's main point of contact for VIP clients, large accounts (accounts with 16-up HC), and dormant accounts.
• BCP for small (clients with 1 – 5 HC) and medium accounts (accounts with 6 – 15 HC).
• Build and maintain strong and continuous partnerships with the clients through regular touch bases (WBR).
• Ensure customer satisfaction is reflected in the results of the CSAT survey sent to the clients.
• Set calendar invites, copy furnished required departments, to set monthly meetings with the clients.
• Prepare and provide minutes of the meeting and/or meeting action items.
• Collaborate with ISW departments to address the concerns of the clients.
• Provide timely feedback to clients regarding the status of concerns raised.
• Conduct monthly touch bases with the offshore leaders to become aware of the performance, situation, and/or needs of the offshore team.
• Partner with the offshore leaders and monitor the performance of the offshore team.
• Prepare reports and decks relevant to the client's expectations.
• Ensures retention of partnership between clients and ISW.

CSM DATABASE MONITORING AND COMPLETION

• Create dossiers for all new accounts which will be the repository of all information and data about the account.
• Encode and update VIPs, large accounts, and dormant accounts data in the CSM database.
• Ensure completeness and accuracy of new and existing client data in the client database and/or Odoo.
• Encode and update the status of action items that transpired every after BR (Business review) in the CSM database.
• Report any issues and concerns in the use of ISW's CSM database.
• Propose possible improvements necessary to improve the CSM database.

BUSINESS ACUMEN

• Understand the client's business ecosystem.
• Able to identify possible issues/concerns based on the offshore team's performance.
• Stay updated with the industry trends, market situations, and competitor activities that may affect the client's business.
• Provide guidance, and offer solutions and recommendations to maintain or improve the clients' business.

Who are we looking for

• With Stakeholder and Client (C-Suite) Management experience
• End-to-end B2B Sales experience is a must
• Exposed in Project Management
• With New account transition/mobilization experience
• Business Consultancy
• Data Monitoring and Analysis
• Excellent Presentation Skills
• Graduate of any 4-year course
• 5 years of experience as Client Services Manager
• 3 years of experience in B2B Sales
• Experienced in new accounts mobilization
• Exceptional client management skills for C-suite clients
• Has strong problem-solving and project-management skills
• Excellent oral and written communication skills
• Has solid analytical and coordination skills
• Advanced presentation skills
• Excellent in Data Management
• Keen on details
• Proficient in various computer software programs
• Able to multitask
• Can work with minimal supervision

Company Perks:

• Above-industry salary package and incentives
• Comprehensive HMO benefits and life insurance from day 1
• Free learning and development courses for your personal and career growth
• Dynamic company events
• Opportunities for promotion
• Free meals and snacks