Client Experience Manager

ScalableOS; Makati; Remote; PHP 1,200,000 - 2,400,000; Full time

Job summary

ScalableOS is seeking an experienced Client Experience Manager to oversee a portfolio of enterprise clients, guiding best practices and platform usage. The role requires deep MSP and IT services understanding, plus strong Salesforce and ConnectWise implementation and client liaison skills.

You will collaborate cross-functionally to ensure service excellence, drive client satisfaction, coach teams, identify opportunities for upsell, train clients on the portal, and coordinate events, all while

Qualifications

• At least 7 years of experience in Client Experience Management.
• Hands-on Salesforce and ConnectWise/ServiceNow experience.
• Experience in a Managed Service Provider (MSP) company.
• Experience managing ~60-70 client accounts simultaneously.
• Strong ability to prioritize in a fast-paced environment.
• Able to perform under pressure with tight deadlines.
• Excellent communication, interpersonal, and presentation skills.
• Cross-functional collaboration with client service, business development, engineering, products and project management.
• Self-motivated, detail-oriented and organized.
• Understanding of client technologies and cyber security concepts.

Responsibilities

• Manage periodic check-ins via Salesforce email campaigns.
• Represent client voice to internal teams and document feedback.
• Oversee a portfolio of clients with regular meetings.
• Ensure services meet client expectations.
• Identify client needs to upsell services.
• Coordinate with CXM team on opportunities.
• Document client information in Salesforce, CSAT, NPS, and profitability.
• Educate clients on the platform and services.
• Resolve issues related to billing, support, and portal.
• Provide client training on the portal.
• Work outside scheduled hours if needed.
• Coordinate for client events and promotions.
• Promote the company brand via social channels.
• Attend new business pitches when appropriate.

Skills

Client Experience

Salesforce

Account Management

Communication

Cross-functional Collaboration

EMOTIONAL INTELLIGENCE

Time/Priority Management

Tools

Salesforce

ConnectWise

ServiceNow

Job description

Makati City, Philippines | Posted on 10/14/2026

• State/Province National Capital Region (Manila)
• Country Philippines

About Us

At ScalableOS, we're redefining offshoring by connecting growth-focused businesses with top talents across the Philippines. Our expertise is in providing top-tier talent for IT companies, with a strong focus on Managed Service Providers (MSPs), Tax & Accounting, and other industries. To continue delivering exceptional results, we’re looking for passionate individuals ready to make an impact and thrive in a team built on trust, integrity, and excellence. Join us as we drive continuous growth and scalability. Your next big opportunity starts here!

Job Description

SUMMARY

As our Client Experience (CX) Manager, you will be responsible for managing aportfolio of client relationships to provide guidance on best practices and use of theplatform. Additionally, you will gather intelligence which can be used to enhance theclient experience as it relates to the delivery of our technology services.

RESPONSIBILITIES

• Manage and facilitate periodic check in via Salesforce email campaigns.
• Be the voice of the client to internal teams, challenges, markettrends/concerns, other feedback, and ensure teams have accuratedocumentation in internal systems.
• Manage a portfolio of clients, meeting with our clients regularly.
• Ensure that all services consistently meet client expectations.
• Identify client’s needs to recommend and up sell services.
• Work with other CXM team members to help with these opportunities.
• Documenting and tracking client information (i.e. Salesforce, NPS, CSAT, andclient profitability)
• Continuous client education: understanding the business, the growth, thehealth
• Exhibit thorough understanding of the platform, products, service deliverymodel, partnerships and related services
• Function as client and company advocate to resolve issues related to (billing,support, portal, etc.)
• Document opportunities which may arise from operational challenges thatclients face
• Provide training to clients in the use of the company’s clients portal
• Must have the availability to work outside of your scheduled hours, should theneed arise
• Work with the team to coordinate and prepare for client events
• Promote the company’s brand via various channels i.e. social media etc.
• Attend new business pitches when appropriate.

QUALIFICATIONS

• At least 7 years of experience in Client Experience Management is required
• Hands-on experience in Salesforce and ConnectWise/ServiceNow
• Experience working in a Managed Service Provider (MSP) company
• Experience in managing/handling approx. 60-70 client accountssimultaneously
• Strong ability to assess and prioritize work in a fast-paced environment.
• Required to function at a high level under pressure with short deadlines.
• Proven success managing, selling and developing client accounts within thefinancial services and/or technology fields
• Friendly disposition with a high emotional intelligence is essential forenduring connections with both new and current clients
• Excellent communication (oral and written), interpersonal, organizational, andpresentation skills.
• Candidate to work cross-functionally with internal teams; including but notlimited client service, business development, engineering, products andproject management.
• Self-motivated, very detail-oriented and organized.
• Comprehensive understanding of client/ technologies.
• Experience working in an IT company and discussing IT and technologyconcepts (products, solutions, services) to Clients
• Understanding of cyber security concepts (e.g. phishing tests, penetrationtesting, vulnerability scanning, SIEM, email security, endpoint Protection, MDMetc…)
• Some technical knowledge in the following areas is preferred:

Some technical knowledge in the following areas is preferred:

• Understanding public vs hybrid infrastructure models (i.e.Azure/AWS/Private)
• Active Directory
• Dual Factor Authentication technologies
• Microsoft Exchange & MS Office 365 suite
• Microsoft MDM/MAM
• SSO
• Networking/WiFi
• Cybersecurity
• AI

Attributes that will drive success:

• Client-centric mindset with a passion for service excellence
• High emotional intelligence and empathy
• Resilience in a fast-paced, dynamic environment
• Collaborative leadership style
• Positive Attitude, team player

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent night shift schedule (EST).