Client Success Officer Hybrid-Nightshift

Outsourced; Manila; Hybrid; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Hybrid work setup

Night shift welcome

Incentive package

Job summary

Outsourced.ph is seeking a high-performing Client Success Officer to own and grow key client relationships. You will act as a strategic advisor, understand each client's business, and mobilize internal teams to drive results.

Based in Manila with a hybrid work model, you will engage with executives, manage staffing inquiries, and help expand services while tracking KPIs and ensuring high client satisfaction. The role requires superb communication and strong organizational skills.

Qualifications

• Bachelor's degree in Business, Management, or a related field.
• 3+ years in client success, customer service, or account management.
• Experience in staffing, BPO, or service delivery preferred.

Responsibilities

• Serve as the strategic advisor and day-to-day contact for key clients.
• Engage with Director, VP, and C-level contacts in a consultative manner.
• Develop rapport across all levels of client organizations and resolve issues.
• Identify opportunities to expand services with internal teams.
• Partner with Sales to pursue strategic expansion opportunities.

Skills

Executive presence

Client communication

Account management

Data analysis

CRM tools

Education

Bachelor's degree in Business, Management, or related field

Tools

Ticketing systems

Excel

CRM software

Job description

Company Description

Outsourced.ph is a leading Philippines outsourcing company providing dedicated remote staff and offshore staffing services. We specialise in providing staff of the highest quality who will continue to exceed your expectations and provide benchmark offshore solutions to your business. With Outsourced you can scale your organisation quickly, easily and cost effectively with dedicated remote staff based in our modern offices in Manila.

Job Description

We're looking for a high-performing Client Success Officer with exceptional interpersonal and strategic thinking skills to own and grow key client relationships. This role goes beyond service delivery— it's about deeply understanding each client's business, proactively solving challenges, and identifying opportunities to expand value. The ideal candidate thrives in a fast-paced environment, communicates confidently with senior executives, and knows how to mobilize internal teams to drive results.

You'll Thrive In This Role If You're Someone Who...

• Is an exceptional communicator—clear, confident, and compelling in both verbal and written interactions.
• A strategic listener who asks the right questions and connects the dots.
• Is highly organized and able to manage competing priorities without losing sight of the big picture.
• Navigates executive conversations with ease and translates operational complexity into clear, client-facing insights.
• Remains calm under pressure, focused on solutions, and energized by building long-term client partnerships.

Client Engagement

• Serve as the strategic advisor and day-to-day contact for key clients, building strong relationships through proactive outreach, consultative discussions, and value-driven recommendations.
• Strong executive presence; comfortable engaging with Director, VP, and C-level contacts in a consultative manner.
• Exceptional written and verbal communication skills, with the ability to distill complex issues clearly and professionally.

Relationship Management

• Develop strong rapport across all levels of client organizations—from frontline managers to executive stakeholders—adapting your communication style and recommendations accordingly.
• Stay closely attuned to client sentiment and resolve issues before they become problems.
• Document client interactions, feedback, and progress in CRM system

Retention and Growth

• Actively explore client business goals and recommend relevant Outsourced services to support their evolving needs, collaborating with internal teams to design solutions.
• Identify pain points or business risks before they become issues, taking a proactive, solutions-oriented approach to prevent churn and deepen trust.
• Partner with the Sales team to identify and pursue strategic expansion opportunities

Staffing and Job Order Management

• Manage client job orders and staffing requests using a ticketing system, ensuring staffing needs are met in a timely and efficient manner.
• Coordinate with the recruitment and HR teams to ensure qualified candidates are placed in client roles based on job requirements.
• Regularly review job orders, ticket status, and staffing fulfillment rates to ensure high-quality service and operational efficiency.

Performance Management and KPI Development

• Take full ownership of client success—from onboarding to day-to-day operations to business reviews—ensuring every interaction reflects excellence, insight, and accountability.
• Lead regular performance discussions with clients and internal stakeholders, providing feedback, coaching, and clear action plans to drive service excellence.
• Collaborate with internal departments to ensure that all resources, tools, and strategies are aligned to meet client objectives and KPIs.

Qualifications

Education: Bachelor's degree in Business, Management, or a related field.

Experience

• 3+ years in client success, customer service, or account management roles, ideally within staffing, BPO, or service delivery environments.
• Proven track record managing client relationships, facilitating business reviews, and driving account growth.

Skills

• Strong written and verbal communication skills with executive presence and a client-first mindset.
• Proven ability to manage multiple accounts, prioritize effectively, and meet deadlines under pressure.
• Comfort with financial reporting and performance metrics (CSAT, NPS, staffing KPIs).
• Skilled in cross-functional collaboration across recruitment, HR, and operations.
• Proficient in CRM tools, ticketing systems, and data analysis platforms (e.g., Excel).

Work Arrangement

• Hybrid, Eastwood Quezon City
• Flexible hybrid environment with a requirement to be onsite at least 1-2 days per week, plus occasional travel for client meetings and mandatory team training sessions.

Additional Notes

• Work in a mixed environment (hybrid set-up) office and home.
• Must be willing to work night shift
• Competitive base salary + incentive package (details discussed at interview stage)