Client Success & Retention Manager

VAP; Davao City; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

HMO w/ Dental Coverage + Dependents

2-week paid Holiday Break

Fixed weekends off (Sat/Sun)

Day shift schedule

Job summary

VAP is seeking a Relationship Manager in the Philippines to manage and grow client partnerships within our offshore staffing services for AU/NZ markets. You will collaborate with Sales and Client Delivery to ensure exceptional service and retention across your portfolio.

The role requires strategic thinking, strong English communication, and experience applying our Pillars of Success to drive client outcomes. Office-based in Cebu or Davao with a day shift schedule.

Qualifications

• 3+ years in managing client relationships in a B2B environment, preferably within outsourcing or staffing services.
• Strong business acumen with the ability to think strategically about client needs and identify opportunities for growth within existing accounts.
• Experience in leading and collaborating with cross-functional teams to deliver a cohesive and high-value client experience.
• Skilled in resolving client issues with a solutions-focused approach, as well as managing negotiations and conflict resolution to maintain client trust.
• Strong analytical mindset, with the ability to measure and report on key client metrics such as retention, satisfaction, and growth opportunities.
• Exceptional English communication skills, both verbal and written, with the ability to adapt communication styles to different stakeholders.

Responsibilities

• Lead and manage all client interactions to ensure internal teams drive client satisfaction and retention by evolving the Client Journey and implementing VAP's Pillars of Success.
• For new clients, take over the relationship from the Sales team at the recruitment phase and oversee onboarding with Success Managers to apply the Pillars of Success.
• Build and maintain strong client relationships through coaching and mentoring to understand drivers of partnership.
• Use Impact Review to measure client experience and drive improved outcomes.
• Utilise HubSpot to maintain accurate client data and log activities.
• Communicate effectively with stakeholders and team members, adapting styles as needed.
• Inspire the wider Business Operations teams to enhance customer engagement and retention through training on best practices.

Skills

Client relations

Strategic thinking

Cross-functional collaboration

Negotiation

English communication

CRM (HubSpot)

Tools

HubSpot

Job description

VAP is seeking a Relationship Manager in the Philippines to manage and grow client partnerships within our offshore staffing services for AU/NZ markets. You will collaborate with Sales and Client Delivery to ensure exceptional service and retention across your portfolio.

The role requires strategic thinking, strong English communication, and experience applying our Pillars of Success to drive client outcomes. Office-based in Cebu or Davao with a day shift schedule.