Client Experience Navigator

Manila Recruitment Limited; Philippines; On-site; PHP 400,000 - 600,000; Full time

Job summary

Manila Recruitment Limited, a US-based IT services partner, seeks a Client Concierge in the Philippines to coordinate client requests, ensure accuracy, and drive accountability within the CX team. You will direct requests, manage the Account Management board, schedule meetings for Principal Consultants, prepare summaries, and assist with client communications.

This role emphasizes maintaining client satisfaction, safeguarding escalation paths, and ensuring timely responses across sales,

Responsibilities

• Serve as the first point of contact for client requests that lack a clear path or require navigation assistance
• Direct client requests to the appropriate person or team with clear handoff communication
• Manage and own the Account Management board, ensuring accuracy and up-to-date status on all items
• Follow up with clients and internal stakeholders to ensure requests are resolved within SLA
• Capture, organize, and prioritize client requests requiring advisor or Principal Consultant involvement
• Coordinate and schedule meetings for Principal Consultants
• Prepare daily summaries of prior day's requests for Principal Consultant review
• Assist advisors with meeting preparation and client communications
• Shield Principal Consultants from unorganized or unqualified requests
• Assist with creating, sending, and following up on quotes and sales orders, ensuring timely responses and approvals
• Monitor open sales opportunities and escalates stalled items appropriately
• Coordinate follow-ups on active projects to ensure progress and client satisfaction
• Assist with reporting on account activity, open items, and pipeline status
• Manage procurement coordination for agreed-upon hardware and software replacement schedules
• Liaise with the Purchasing team to ensure timely ordering and delivery aligned with client schedules

Job description

Manila Recruitment Limited, a US-based IT services partner, seeks a Client Concierge in the Philippines to coordinate client requests, ensure accuracy, and drive accountability within the CX team. You will direct requests, manage the Account Management board, schedule meetings for Principal Consultants, prepare summaries, and assist with client communications.

This role emphasizes maintaining client satisfaction, safeguarding escalation paths, and ensuring timely responses across sales,