Client Success Lead

Premier BPO Inc.

Quezon City

On-site

PHP 893,000 - 1,339,000

Full time

4 days ago

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Job summary

Premier BPO Inc. seeks a Client Success Lead to manage and deepen relationships with key clients in a fast-paced BPO environment.

You will translate client needs into actionable plans and work with internal teams to ensure delivery, satisfaction, and long-term account success. The role requires 3–5+ years in client success or related fields, strong communication with international stakeholders, and a focus on SLAs, KPIs, and service performance.

Qualifications

Bachelor's degree or higher in Business, Management, Communications, or related field.
3–5+ years of experience in client success, account management, client relations, or similar roles.
Experience managing business clients or international stakeholders.
BPO or outsourcing industry experience preferred.
Experience handling escalations and complex client requirements.

Responsibilities

Serve as the primary point of contact for assigned clients.
Build strong, trusted relationships with clients and key stakeholders.
Understand client goals, business needs, priorities, and expectations.
Maintain regular client communication and provide proactive updates.
Ensure services delivered per agreed requirements, SLAs, and expectations.
Monitor account health, service performance, and client satisfaction.
Coordinate with internal teams to ensure timely delivery of client requirements.
Identify potential service gaps and address them before escalations.
Own client concerns and coordinate resolution across relevant teams.
Investigate recurring issues and identify root causes.
Escalate critical operational or service concerns appropriately.
Keep clients informed throughout the resolution process.
Review operational and service performance with clients.
Prepare and present regular account updates, reports, and business reviews.
Track action items, commitments, and follow-ups.
Identify trends and opportunities to improve account performance.
Translate client requirements into clear internal actions and deliverables.
Support new initiatives, process changes, and client implementations.
Identify opportunities to improve service quality, efficiency, and client experience.
Gather and communicate client feedback to internal stakeholders.
Recommend process improvements based on client needs and operational data.
Identify opportunities for account expansion or additional services where appropriate.

Skills

Client relationship mgmt

B2B communication

Stakeholder mgmt

Account management

Problem-solving & escalation

Service delivery management

SLA/KPI understanding

Business communication

Negotiation & expectation setting

Data interpretation & reporting

Cross-functional collaboration

Proactive account management

Organization & follow-through

Customer-focused mindset

Education

Bachelor's degree in Business/Related field

Job description

Position Overview

The Client Success Lead is responsible for managing and strengthening client relationships, ensuring successful service delivery, client satisfaction, and long-term account success.

This role serves as a key point of contact between clients and internal teams, translating client needs into clear operational actions, proactively addressing concerns, and ensuring commitments and service expectations are consistently met.

Key Responsibilities

Client Relationship Management

Serve as the primary point of contact for assigned clients.
Build strong, trusted relationships with clients and key stakeholders.
Understand client goals, business needs, priorities, and expectations.
Maintain regular client communication and provide proactive updates.

Service Delivery & Client Success

Ensure services are delivered according to agreed requirements, SLAs, and expectations.
Monitor account health, service performance, and client satisfaction.
Coordinate with internal teams to ensure timely delivery of client requirements.
Identify potential service gaps and address them before they become escalations.

Issue Resolution & Escalation

Own client concerns and coordinate resolution across relevant teams.
Investigate recurring issues and identify root causes.
Escalate critical operational or service concerns appropriately.
Keep clients informed throughout the resolution process.

Performance & Account Management

Review operational and service performance with clients.
Prepare and present regular account updates, reports, and business reviews.
Track action items, commitments, and follow-ups.
Identify trends and opportunities to improve account performance.

Cross-Functional Collaboration

Work closely with Operations, Recruitment, HR, Finance, and other internal teams.
Translate client requirements into clear internal actions and deliverables.
Ensure alignment between client expectations and internal capabilities.
Support new initiatives, process changes, and client implementations.

Continuous Improvement & Growth

Identify opportunities to improve service quality, efficiency, and client experience.
Gather and communicate client feedback to internal stakeholders.
Recommend process improvements based on client needs and operational data.
Identify opportunities for account expansion or additional services where appropriate.

Qualifications

Bachelor's degree in Business, Management, Communications, or a related field.
3–5+ years of experience in client success, account management, client relations, BPO operations, or a similar role.
Experience managing business clients or international stakeholders.
BPO or outsourcing industry experience preferred.
Experience handling escalations and complex client requirements.
Strong understanding of service delivery, SLAs, KPIs, and operational performance.

Key Skills & Competencies