Client Services Manager

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

What is your mission

As a CLIENT SERVICES MANAGER , the person will be responsible for ensuring and building a strong relationship with the clients. S/he will become the point of contact of ISW to the client providing exceptional customer service. His/her function must guarantee that the client's needs are addressed timely and with accuracy. In addition, they will provide expert proposals and recommendations for continuous growth, retention, and partnership.

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

CLIENT MANAGEMENT AND CONCIERGE SERVICES

• Serve as ISW's main point of contact for small clients (clients with 1-5 HC) and medium clients (clients with 15 – 6 HC) that are considered not dormant.
• BCP for VIP, large clients (clients with 16 – up HC), and dormant accounts in the absence of the Account Executive.
• Build and maintain strong and continuous partnerships with the clients through regular touch bases (MBR).
• 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.
• Encode, monitor and maintain pertinent information and data about the client in the ISW database system.
• 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.

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.

B2B SALES

• Identify operational opportunities that will drive the need to grow additional HC and/or 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.
• Escalate contract negotiations, renewals, and amendments to VP of Client Services.
• Anticipate and plan how to properly handle the client's objections in favor of ISW.

CSM DATABASE ENCODING

• Encode and update small and medium account data in the CSM database.
• Ensure completeness and accuracy of small and medium 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 use of ISW's CSM database.

Who are we looking for

• Stakeholder and Client (including C-Suite) Management
• End-to-end B2B Sales
• Departmental coordination and collaboration
• Business consultancy
• Presentation skills
• Graduate of any 4-year course
• 3 years of experience as Client Services Manager
• 2 years of experience in B2B Sales
• Exceptional client management skills
• Excellent oral and written communication skills
• Advanced presentation skills
• Has solid analytical and coordination skills
• Has strong problem-solving and project management skills
• 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