Client Engagement & Success Manager

Ascentia Outsourcing Inc.; Metro Manila; Hybrid; PHP 900,000 - 1,200,000; Full time

Job summary

Ascentia Outsourcing Inc. in the Philippines is seeking a confident, highly organized Client Engagement & Success Manager to own day-to-day client relationships from first meeting through onboarding and long-term satisfaction.

Reporting to the General Manager and supporting the President in client-facing work, you will drive meetings, offers, follow-ups and clear next steps to grow client seats and revenue.

Qualifications

• Experience in client success, account management or business development.
• Proven ability to arrange meetings, prepare offers and manage a pipeline to signed agreements.
• Strong follow-up discipline and detail orientation.
• Comfort with CRM, email, calendar tools and document signing.

Responsibilities

• Lead client acquisition and engagement activities via email, phone and video calls.
• Manage General Manager and President calendars, agendas and materials.
• Prepare offers, order forms and agreements and track signatures.
• Maintain client pipeline with next steps and CRM updates.
• Ensure timely follow-up and clear documentation of decisions and actions.
• Support the President in client-facing work and coordinate client visits to AU/NZ.

Skills

Client success

Account management

Customer support

Business development

CRM experience

Communication skills

Tools

CRM software

Microsoft 365

Google Workspace

E-signature tools

Email & calendar tools

Job description

POSITION
Client Engagement & Success Manager

ORGANIZATION
Ascentia Outsourcing Inc.

LOCATION
Philippines (Metro Manila preferred)

REPORTS TO
General Manager

ALSO SUPPORTS
President, in client meetings, visits and follow-up

KEY COLLABORATION
Account owners, Office Managers, Operations and Finance

WORK ARRANGEMENT
Flexible work location, with working hours aligned to Australian and New Zealand business hours. Day-to-day contact with clients by phone, video call and email.

TRAVEL
Occasional travel to Australia and New Zealand to support client visits is an advantage.

02 Role purpose

Ascentia is seeking a confident, highly organized client professional to own the day-to-day relationship with new and existing clients, from the first meeting through signed agreement, onboarding and long-term satisfaction.

The role sits at the centre of Ascentia's client journey. It brings in new business by arranging meetings, preparing offers and order forms and following every opportunity through to a clear outcome, and keeps existing clients engaged through consistent follow-up, regular check-ins and attentive support.

Reporting directly to the General Manager and supporting the President in client-facing work, the Manager turns conversations into documented next steps and agreements. Individual objectives are tied directly to Ascentia's 2027 goals, with a performance incentive for reaching them. Success in the role calls for excellent communication, discipline in follow-up, commercial awareness and genuine care for the client experience.

03 Key responsibilities

• A. Client acquisition & engagement
  • Reach out to prospective and existing clients by email, phone and video call, and arrange introductory, discovery and review meetings.
  • Manage meeting calendars for the General Manager and President, including invitations, reminders, agendas and the materials needed for each meeting.
  • Follow up on leads, referrals, events and enquiries promptly, and keep every opportunity moving toward a clear decision.
  • Maintain an accurate, up-to-date view of the client pipeline and its next steps in the CRM.
• B. Offers, order forms & agreements
  • Prepare offers and proposals in line with Ascentia's service model and pricing, under the direction of the General Manager.
  • Send order forms and agreements once the account owner has confirmed the account is ready, and follow up until they are signed and returned.
  • Answer client questions on scope, timing and commercial terms, escalating where needed.
  • Hand signed clients over to Operations and Office Managers with complete, accurate information for a smooth start.
• C. Follow-up procedures & meeting documentation
  • Apply and maintain Ascentia's follow-up procedures, so that no client message, request or promised action goes unanswered.
  • Take clear notes in client and sales meetings, record decisions and action items, and circulate them promptly to the people involved.
  • Track open actions with owners and due dates, and send reminders until each one is closed.
  • Prepare regular pipeline and client-status updates for the General Manager.
• D. Client satisfaction & retention
  • Hold regular check-ins with active clients and monitor their satisfaction through conversations, feedback and simple surveys.
  • Identify concerns early, coordinate their resolution with the right internal team and confirm the outcome with the client.
  • Recognize opportunities to expand existing relationships, such as additional seats or services, and bring them to the General Manager.
• E. Support to the President & General Manager
  • Support the President in client-facing work, including preparation for client meetings and visits, briefing notes, meeting notes and follow-up afterwards.
  • Help plan and coordinate client visits in Australia and New Zealand, including scheduling and post-visit actions.
  • Prepare client correspondence, summaries and reports on request, and keep leadership informed of important client developments.

04 Candidate profile

Professional background

• Experience in client success, account management, customer support or business development, preferably in B2B services or outsourcing.
• Proven ability to arrange and run client meetings, prepare offers and manage a pipeline through to signed agreements.
• Strong follow-up discipline, excellent organization and attention to detail.
• Confident working with a CRM, email and calendar tools, e-signature tools and Microsoft 365 or Google Workspace.

Communication

• Excellent, representative spoken and written English, with a polished and confident manner on the phone and in video meetings.
• An Australian or New Zealand accent, or substantial experience working directly with Australian and New Zealand clients, is an advantage.
• Clear, concise business writing for emails, meeting notes, offers and follow-ups.

Industry knowledge & additional advantages

• Understanding of joinery, cabinetry, millwork, construction, drafting or estimating.
• Experience with IT/BPO outsourcing organizations or offshore service delivery for Australian and New Zealand clients.
• Experience with subscription or seat-based service agreements.
• Ability to undertake occasional business travel to Australia and New Zealand.

Years of experience will be considered alongside demonstrated client skills, communication quality, reliability in follow-up and commercial initiative.

05 Objectives & incentive

Performance is assessed against clear objectives linked directly to Ascentia's 2027 goals. Targets are agreed with the General Manager at the start of the year and reviewed quarterly.

Initial phase

Onboarding & ownership

Development phase

Consistent client rhythm

2027

Goal delivery

• Understand Ascentia's services, service model, pricing and client base.
• Learn the CRM, follow-up procedures and order form process.
• Take ownership of meeting scheduling and follow-up for assigned clients.
• Build working relationships with the General Manager, President and account owners.
• Run a steady cadence of client meetings, offers and follow-ups.
• Move open offers and order forms through to signed agreements.
• Put regular satisfaction check-ins in place for active clients.
• Keep pipeline records and meeting notes complete and current.
• Deliver the agreed contribution to Ascentia's 2027 goals.
• Grow the number of signed clients and seats.
• Maintain high client satisfaction and retention.
• Act as a trusted point of contact for clients and leadership.

Performance incentive

In addition to base compensation, the role carries a performance incentive for reaching the agreed 2027 objectives. Measures are set with the General Manager and may include:

• New clients signed, order forms completed and seats or services added.
• Client satisfaction and retention, and the quality and timeliness of follow-up.

06 Success profile

The successful candidate combines excellent communication, genuine care for clients and rigorous follow-through, turning conversations into scheduled meetings, signed agreements and satisfied long-term clients.

They are comfortable speaking with business owners, keeping many threads moving at once and documenting every step clearly. Reliability, initiative, a commercial mindset and close collaboration with the General Manager and President will be essential to reaching Ascentia's 2027 goals.