Client Relations - Account Manager (NIGHT SHIFT)

KMC Solutions; Philippines; Hybrid; PHP 800,000 - 1,200,000; Full time

Benefits offered by this job

Hybrid work setup

Competitive salary and benefits

HMO + free dependent

Access to KMC's exclusive pantry (MadX

Fresh Fridge

Diverse learning & growth opps

Cloud HR platform (Sprout)

Above standard leaves

Job summary

KMC Solutions is seeking a Client Services Manager III to maintain strong client relationships and drive service excellence in a hybrid work environment. This role focuses on meeting SLAs, resolving issues with data-driven approaches, and ensuring superior client experience.

The ideal candidate brings extensive experience in account management and service delivery, with strong leadership and communication skills to manage complex client ecosystems and drive continuous improvement.

Qualifications

• Five years of experience with account management and handling service delivery, preferably managerial or supervisory.
• Solid knowledge of MS Office and presentation tools (Photoshop, PowerPoint, Adobe Premiere, MailChimp).
• Strong background in Project and Time Management.
• Exceptional commitment to customer experience.

Responsibilities

• Act as the overall point of contact for Key Accounts’ concerns regarding service delivery and contractual obligations.
• Ensure achievement of day-to-day service levels, customer experience, and quality metrics.
• Be accountable for the operational performance of client areas and exceed required metrics.
• Identify and implement operational best practices through collaboration with the wider team.
• Conduct Monthly Business Reviews to analyze client performance and address concerns in real time.
• Provide timely, constructive feedback to Management with proactive solutions to improve workflows.
• Resolve escalations in the best interest of the business.
• Deliver client requirements through internal and external support.
• Lead recurring Performance and Business Reviews with Management and Client Leaders.
• Undertake initiatives and project management plans to enhance Account Management performance.

Skills

Account management

Client relationships

Leadership

Communication

Time management

PM skills

Customer service

Interpersonal skills

Business acumen

Financial acumen

Tools

MS Office

PowerPoint

Photoshop

Adobe Premiere

MailChimp

Job description

The Client Excellence Manager will focus onmaintaininggood relationships with KMC’s clients and improving the company's services to provide best-in-class customer experience by consistently or exceedingly meeting the established service level agreements (SLA) with all the clients and customers within the designated area or region. The role acts as an overall liaison of the client and the KMC business to ensure excellent service delivery is at the topmost priority to promote better partnership, confidence, growth, and compliance. As an imperative, the role must resolve issues and concerns by providing sound resolutions through a structured or data-driven approach while stillobservingflexibility. The rolemaintainsan effective level of business literacy and professional intuition toanticipateand address client needs.

On top of your salary, here are the exciting benefits you can look forward to:

• You’ll be interacting with key players such as C-level executives from enterprise-level organizations which can expand your skills and network.
• Making sound decision-making and flexibility to ensure team dynamics and productivity.
• Hybrid work setup
• Competitive salary and benefits
• HMO + free dependent
• Access to KMC's exclusive pantry (MadMax Coffee, Fresh Fridge)
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

The main responsibilities of a CLIENT SERVICES MANAGER III include:

• Overall point of contact for Key Accounts’ concerns regarding service delivery related to contractual obligations
• Ensure achievement of day-to-day service levels, customer experience, quality measures and compliance measures
• Responsibility and accountability for the operational performance of the client areas and for exceeding targets of all required metrics
• Continuous identification and implementation of operational best practices through interaction with the wider team
• Conduct Monthly Business Reviews to analyze Client performance and identify Client concerns real time.
• Ensure KMC receives regular customer feedback and providing timely constructive response to Management with proactive solutions / suggestions to ensure continuous improvements in workflow processes
• Ensure all escalations are resolved to the benefit of the business
• Ensure delivery of Client requirements through internal and external support
• Facilitate recurring Performance and Business Review with Management and Client Leaders
• Undertake initiatives and project management plans to enhance Account Management performance, provide creative solutions to Clients and customer satisfaction (and in turn Client retention).
• Day-to-day Client relationship management
• Deliver presentations to high-level executives
• Maintain and expanding relationships with existing clients
• Complete administrative work as required
• Identify and highlighting further opportunities for services and process improvements to ensure Business Continuity

It will also be favorable if you are knowledgeable in:

• Five (5) Years 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
• Experience of working in an Outsourcing or contact centeroperation
• Experienced in managing large multi-site/multi skilled contactcenters
• Proficient Oral and Communication Skills
• Strong senseof Business Acumen
• Financially-Savvy
• Exceptional Customer Service
• Strong Project Management
• Time Management
• Business and Market Trend Analysis
• Interpersonal Skills
• Excellent leadership, people management, communication and influencing skills at a seniorlevel
• Ability todemonstrateachievement of businessimprovements
• Ability to build andmaintainstrong clientrelationships
• Ability todemonstratebeen able to translate business strategy into day-to-daydelivery