Client Success Manager

Task-Wise Va Consultancy Inc.; Camarines Norte; On-site; PHP 600,000 - 900,000; Full time

Job summary

A consulting firm in the Philippines is seeking an experienced Client Success Manager to lead its customer service team. This role involves maintaining strong stakeholder relationships, ensuring high-quality service standards, and resolving complex customer issues. The ideal candidate will implement effective customer service policies and train representatives to excel in their positions. A dynamic, collaborative approach and a focus on service excellence are key to success in this role.

Qualifications

• Experience leading customer service teams and driving service excellence.
• Strong communication and stakeholder management skills.
• Ability to design and implement customer service policies and processes.
• Proven track record of improving customer satisfaction and metrics.

Responsibilities

• Lead and manage the customer service teams with ongoing coaching and support.
• Oversee stakeholder management for strong communication and service delivery.
• Develop and maintain customer service policies for high-quality service.
• Identify and introduce new customer service methods and tools.
• Handle complex customer inquiries and complaints effectively.
• Monitor customer service metrics for continuous improvement.
• Collaborate with other departments to enhance customer satisfaction.
• Foster a collaborative and high-performing team culture.
• Train and develop customer service representatives for excellence.
• Stay updated on customer service trends and best practices.

Skills

Leadership

Stakeholder management

Coaching

Customer service

Cross-functional collaboration

Tools

CRM software

Ticketing systems

Job description

Job Description

We are seeking an experienced and dynamic Client Success Manager to lead and develop our customer service team. This role is responsible for driving service excellence, building strong stakeholder relationships, and ensuring a seamless and consistent customer experience across all touchpoints.

Key Responsibilities

• Lead and manage the customer service teams, providing ongoing coaching, training, and performance support to ensure service standards and goals are consistently met.
• Oversee stakeholder management, maintaining strong relationships with internal and external stakeholders to ensure seamless communication and service delivery.
• Develop, implement, and maintain customer service policies and procedures to promote consistent, high-quality service across all channels.
• Identify, evaluate, and introduce new customer service methods, tools, and strategies that enhance efficiency and elevate the customer experience.
• Handle and resolve complex customer inquiries and complaints, ensuring timely, effective, and satisfactory outcomes.
• Monitor and analyze customer service metrics and KPIs, identifying trends, gaps, and opportunities for continuous improvement.
• Collaborate cross-functionally with other departments to resolve issues, support operational needs, and enhance overall customer satisfaction.
• Foster a positive, collaborative, and high-performing team culture that encourages open communication, teamwork, and accountability.
• Train, upskill, and develop customer service representatives to ensure they have the skills, tools, and knowledge needed to excel in their roles.
• Stay updated on customer service trends, technologies, and best practices, integrating relevant improvements into processes and operations.