Account Manager (NIGHT SHIFT)

KMC Solutions; Taguig; On-site; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Hybrid work setup

HMO + free dependent

Pantry access (MadMax Coffee, Fresh Fr

Growth opportunities

Job summary

KMC Solutions in Taguig, Philippines, is seeking a Client Services Manager III to maintain strong client relationships and drive best-in-class service delivery, ensuring SLA adherence and seamless collaboration with internal teams.

The role focuses on strategic account management, performance reviews, and continual service improvements across multiple client accounts. A senior-level leader with extensive experience in outsourcing or contact centers is preferred.

Qualifications

• Five (5) years well-established experience with account management and handling Service Delivery, preferably managerial or supervisory role.
• Well versed in MS Office and presentation tools (Photoshop, PowerPoint, Adobe Premiere, MailChimp).
• Solid background with Project and Time Management.
• Exceptional level of commitment towards customer experience.

Responsibilities

• Act as 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.
• Responsible for operational performance of client areas and for exceeding target metrics.
• Identify and implement operational best practices with wider team.
• Conduct Monthly Business Reviews to analyze client performance and concerns in real time.
• Capture customer feedback and provide timely constructive responses and proactive solutions to Management.
• Resolve escalations to benefit the business.
• Deliver client requirements through internal and external support.
• Facilitate recurring Performance and Business Reviews with Management and Client Leaders.
• Lead initiatives and project plans to enhance Account Management performance and client satisfaction.
• Manage day-to-day client relationships.
• Deliver presentations to high-level executives.
• Maintain and expand relationships with existing clients.
• Complete administrative tasks as required.
• Identify opportunities for services and process improvements to ensure business continuity.

Skills

Account management

Service delivery

Client relationship

Project management

Time management

Leadership

Communication skills

MS Office

Budget management

Customer service

Tools

Photoshop

PowerPoint

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

• Manage a Team of Operations support providing Service Delivery for assigned clients and ensuring meeting and exceeding Service Level Agreements

• Build rapport and develop a strategic relationship with client stakeholders and grasp fully the business of the clients andanticipatethe needs to provide best-in-class customer experience through managing projects, fixing any reliability issues, tracking service metrics, and helping lead the professionals/other team members responsible for getting services delivered toclients

• Budget management for Client related operational expenses while providing the expected service delivery and ensuring accuracy of billingreports

• Learn the business model of the clients and provide value-add recommendations for the retention, growth, and expansion of the clients’business

• Maintainhigh levelof morale and confidence in carrying out the business needs of the various Clients by being an effective liaison and providing resolution given set deadlines by efficiently leading a team, staying organized, managing conflicts, and using creativity to find ways to make the servicebetter

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