Client Account Manager

KMC Solutions; Taguig; Hybrid; PHP 700,000 - 1,100,000; Full time

Job summary

KMC Solutions is hiring a Client Services Manager in the Philippines. This role focuses on overseeing site operations, client relationships post-onboarding, renewals, and expansions, while coordinating with Sales, Facilities, and Support teams to optimize occupancy and service delivery.

The ideal candidate brings extensive account management experience, excellent communication, and a strong commercial mindset to drive client satisfaction and site performance.

Qualifications

• Three years of well-established experience with account management and handling service delivery, preferably managerial or supervisory roles.
• Strong communication and presentation skills; ability to engage clients and internal teams.
• Proficiency with MS Office and presentation tools for reporting and client communications.

Responsibilities

• Oversee occupancy management to sustain high site occupancy rates and retention.
• Manage post-onboarding client relationships, renewals, and expansions with a focus on satisfaction.
• Handle account management tasks including renewals, upselling, and cross-selling opportunities.
• Oversee site maintenance and address facility-related issues in coordination with internal teams.
• Track KPIs on occupancy, satisfaction, renewals, and expansions; analyze site performance data.
• Collaborate with Sales, Facilities, Technical Support, and Client Experience teams for cohesive operations.
• Demonstrate strong communication, business acumen, and customer service in all interactions.

Skills

Client Management

Occupancy Management

Business Acumen

Financially-Savvy

Customer Service

Project Management

Time Management

Market Analysis

Tools

MS Office

PowerPoint

Photoshop

Adobe Premiere

MailChimp

Job description

The Client Services Manager is responsible for overseeing the operational and client management aspects of designated sites. This role ensures high occupancy rates, manages client relationships post-onboarding, handles renewals and expansions, addresses any facility-related concerns, and performs comprehensive account management duties. The CSM plays a critical role in maintaining customer satisfaction, optimizing site performance, and driving overall business success. The CSM is overall accountable for site management, working with the Technical Support Team, Client Experience team, and other internal departments for overall coordination of the client.

Key Responsibilities

Occupancy Management

• Monitor and Improve Occupancy Rates: Ensure that the assigned sites maintain high occupancy rates through effective management and client retention strategies.
• Occupancy Planning: Develop and implement plans to maximize occupancy, including identifying opportunities for space optimization and new client acquisition in coordination with the Sales team.

Client Relationship Management

• Post-Onboarding Support: Take over client relationships after the initial 3- month onboarding period managed by the Sales team.
• Customer Service: Provide exceptional customer service, addressing any client concerns or issues promptly and effectively.
• Client Retention: Develop and execute strategies to maintain and improve client satisfaction and retention rates.

Account Management

• Renewals and Expansions: Manage contract renewals and identify opportunities for client expansion within the site.
• Upselling and Cross-Selling: Promote additional services and amenities to existing clients to enhance their experience and generate additional revenue. If cross-selling opportunities are identified, endorse them to the appropriate team for further action.

Facility Management

• Site Maintenance: Oversee the maintenance and upkeep of the physical site, ensuring that all facilities are in excellent condition.
• Issue Resolution: Address and resolve any facility-related issues or concerns raised by clients, coordinating with relevant departments or service providers as needed.

Reporting and Analysis

• Performance Tracking: Track and report on key performance indicators (KPIs) related to occupancy rates, client satisfaction, renewals, and expansions.
• Data Analysis: Analyze site performance data to identify trends, opportunities, and areas for improvement.

Team Collaboration

• Coordination with the Sales Team: Work closely with the Sales team to ensure a smooth transition for clients from the onboarding phase to ongoing account management.
• Internal Communication: Collaborate with other departments (e.g., Sales Support, Facilities Management, Technical Support Team, Client Experience team) to ensure cohesive operations and client satisfaction.

Proficient Oral and Communication Skills

• Strong sense of Business Acumen
• Financially-Savvy
• Exceptional Customer Service
• Strong Project Management
• Time Management
• Business and Market Trend Analysis

Three (3) Years of Well-established Experience with Account Management and handling Service Delivery preferably managerial or at least supervisory role.

Well verse in MS office and presentation tools (Photoshop, PowerPoint, Adobe Premiere, MailChimp, etc.)

• Solid background with Project and Time Management
• Exceptional Level of Commitment towards Customer Experience