Client Success Manager (US Staffing & Offshore Teams)

What are we looking for:

We are searching for a Client Success Manager who will be working with our US based client. Our client has two services. They match Philippine talent with their clients who are in the Home Service Industry for various roles that support their operations. The other service is CFO and accounting services for the Home Service Industry. In this role, you will be responsible for managing the client journey from discovery to integration, serving as the main contact for any concerns. You will set success metrics, monitor performance, oversee daily reports, and manage workload. Additionally, you'll facilitate processes, lead meetings, build client relationships, and collaborate with internal teams to ensure smooth execution and clear communication.

Beyond your experience, we are also looking for someone who is professional and possesses impeccable written and verbal English communication. You take pride in creating a client experience that is second to none.

This role is 100% work from home.

In this role, you will be responsible for:

Client Onboarding and Management:

• Conduct initial discovery calls to understand client needs.

• Prepare sales documents and proposals

• Develop and manage the client journey from placement to successful integration.

• Serve as the main point of contact for clients, addressing any concerns.

Performance Monitoring and Improvement:

• Set success markers for clients and team members.

• Lead regular check-ins with the PH team and clients to monitor progress and resolve issues.

• Provide guidance on best practices and process improvements.

Operational Oversight:

• Ensure smooth task handoff and workload management.

• Oversee daily End of Shift reports and performance metrics.

• Facilitate the sharing of best practices and continuous learning.

Process Facilitation:

• Address any challenges related to task handoff or workload management.

• Lead meetings to drive successful outcomes.

Client Relationship Management:

• Build and maintain strong, long-term relationships with clients through regular communication and personalized service.

• Conduct client satisfaction surveys and use feedback to improve services and address any concerns.

• Collaborate with clients to identify and address any gaps in recruitment or performance.

• Provide strategic advice and recommendations to clients on recruitment best practices and industry trends.

Team Coordination and Support:

• Work closely with internal teams, including recruitment, HR, and operations, to ensure alignment and smooth execution of client requirements.

• Act as a liaison between clients and the recruitment team, ensuring clear communication and effective collaboration.

About You:

Core qualifications:

• At least 4 years as an Account Manager, Client Manager, or any similar position

• Experience working with companies based in the US is a must.

• Experience working in the offshore staffing industry is a strong plus.

• Experience working in the construction industry is preferred.

• Proficiency in ClickUp or any similar project management tools.

• Excellent written and verbal communication abilities.

• Ability to align strategies with overall business objectives.

• Problem solving skills: Ability to identify and address challenges independently.

• Organized: Manages client records, monitors performance metrics, and oversees administrative tasks to ensure smooth client onboarding and management.

• Collaborative: Works seamlessly with internal teams, fostering open communication to ensure smooth client onboarding and service delivery.

• Sociable: Builds and nurtures strong client relationships through effective communication and personalized service.

Benefits:

• 100% Remote Work

• 80-120 Hours of PTO

• 7 Paid Holidays

• 13th Month Payroll

• Life insurance of up to Php100,000

• Paid Philippine HMO & Dental plan

• Paid Annual Physical Exam (APE)

• Mental Health Consultation Reimbursement up to ₱20,000/year (capped at ₱2,000 per session for up to 10 sessions)

• SSS Reimbursement

• PhilHealth or PagIbig Reimbursement

• Comprehensive, fully compensated onboarding program

• Advancement after Proof of Mastery

Shift and Schedule: 8AM-5PM PST, Monday to Friday (40 hours per week)