job description
Are you a seasoned relationship builder with a passion for driving operational excellence? KMC Solutions is seeking a high-caliber Client Services Manager to join our dynamic team in Bonifacio Global City. In this pivotal role, you will serve as the primary strategic liaison between our valued clients and our internal teams, ensuring that our service delivery consistently exceeds expectations.
You will be responsible for fostering long-term partnerships, managing client expectations, and driving process improvements that translate into tangible business value. We are looking for a proactive professional who thrives in a fast-paced environment and possesses the diplomatic skills to navigate complex stakeholder landscapes while maintaining a laser focus on service excellence.
Responsibility
- Act as the primary point of contact for assigned client accounts, ensuring clear communication and prompt resolution of issues.
- Monitor and manage service delivery performance metrics (SLAs and KPIs) to ensure compliance and quality standards.
- Develop and nurture deep relationships with key client stakeholders to identify opportunities for account growth and retention.
- Lead regular business review meetings, presenting performance reports and strategic recommendations.
- Collaborate with internal departments (HR, IT, Facilities) to ensure seamless onboarding and ongoing support for client operations.
- Identify potential risks to service delivery and proactively develop mitigation strategies.
- Gather client feedback and implement continuous improvement initiatives to enhance service efficiency.
Qualifications
- Bachelor's degree in Business Administration, Communications, or a related field.
- At least 5 years of experience in account management, client services, or BPO operations.
- Proven track record of managing complex client relationships and meeting retention targets.
- Exceptional verbal and written communication skills with the ability to influence at all levels.
- Strong problem-solving mindset with the ability to remain calm and effective under pressure.
- Proficiency in CRM software and data reporting tools (e.g., Salesforce, Excel, PowerBI).
- Background in working with international clients is a distinct advantage.