Client Success & Operations Manager

Private Advertiser; Cebu City; On-site; PHP 400,000 - 700,000; Full time

Job summary

Private Advertiser in Cebu City is seeking a Client Success & Operations Manager to lead onsite teams, drive client retention, and optimize service delivery. The role focuses on strategic account management, SOP design, and performance coaching to achieve high client satisfaction and operational excellence.

The position requires 5+ years in client success or operations and 3+ years of direct leadership, with onsite graveyard shift availability.

Qualifications

• Minimum of 5+ years in Client Success, Account Management, or BPO/Operations.
• At least 3+ years in direct management or supervisory capacity, leading onsite teams.

Responsibilities

• Strategic client relationship management and escalation contact for key accounts to ensure long-term retention.
• Monitor client satisfaction and ensure deliverables meet client standards and business objectives.
• Analyze feedback to identify gaps and implement proactive retention strategies to reduce churn.
• Direct daily onsite operations to ensure seamless execution and adherence to schedules.
• Set KPIs, conduct performance evaluations, and drive continuous improvement through coaching and PIPs.
• Design and refine SOPs to maximize efficiency and service quality.
• Ensure teams have necessary software, client access, and tech infrastructure.
• Oversee tech support coordination to maintain zero-downtime service delivery.

Skills

Client Success

Account Management

Leadership

KPIs

PIPs

Workflow Design

Graveyard Shift

Onsite Management

Tools

Monday.com

Job description

Overview:

The Client Success & Operations Manager is a senior operational leader responsible for driving client retention, service excellence, and day-to-day team management of our onsite team members. Sitting at the intersection of strategic account management and operations, this role leads high-level client success strategies while managing, coaching, and optimizing the performance of the onsite team.

Key Responsibilities

1. Client Success & Account Retention

• Strategic Client Relationship Management: Serve as the primary operational partner and escalation contact for key client accounts, building trust and ensuring long-term client retention.

• Service Excellence & Alignment: Proactively monitor client satisfaction, ensuring VA deliverables and operational workflows consistently meet or exceed client standards and business objectives.

• Churn Prevention & Health Analysis: Analyze feedback, identify operational gaps, and execute proactive retention strategies to mitigate account turnover and increase client lifetime value.

2. Operational Leadership & VA Management

• Onsite Operations Supervision: Direct daily onsite operations to ensure seamless execution, high output quality, and strict adherence to schedule and attendance benchmarks.

• Performance Management & Coaching: Establish clear KPIs, conduct formal performance evaluations, and drive continuous improvement through structured coaching and Performance Improvement Plans (PIPs).

• Process Design & Optimization: Build and refine Standard Operating Procedures (SOPs), leveraging workflow platforms to maximize operational efficiency and service quality.

3. Technical & Operational Infrastructure

• Resource Readiness: Ensure all operational teams have the necessary software, client access, and tech infrastructure required for efficient delivery.

• Technical Risk Mitigation: Oversee tech support coordination to swiftly resolve live operational blockers and maintain zero-downtime service delivery.

Qualifications

• Overall Experience: Minimum of 5+ years of total professional experience in Client Success, Account Management, or BPO or Operations.

• Leadership Experience: At least 3+ years in a direct management or supervisory capacity, leading onsite operational teams, setting performance KPIs, and managing PIPs.

• Account Retention Proven Track Record: Demonstrated expertise in client-facing management, managing executive escalations, and implementing strategies that directly improve account retention.

• Technical & PM Tools: Hands-on experience using Monday.com or enterprise project management tools to design workflows and track team productivity.

• Work Setup & Availability: Fully flexible and committed to working onsite office during graveyard shift hours.