Customer Relationship Manager

Globe Telecom; Taguig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Globe Telecom is seeking a Customer Relationship Manager to build and maintain strong client relationships, ensure satisfaction, retention, and loyalty. You will engage with clients, address concerns, and collaborate with sales to drive revenue through upselling and cross-selling.

The role emphasizes contract management, performance analysis, and continuous improvement within the telecommunications industry, requiring strong communication and timely delivery of updates.

Qualifications

• 5+ years of sales in Technical, Enterprise, or B2B environment.
• Proven account management or other relevant experience.
• Experience in delivering client-focused solutions based on customer needs.
• Industry background includes Telco, ICT, IT, FMCG, Retail, Manufacturing, Non-Food, Logistics.
• Exceptional communication skills and proven effectiveness in delivering presentations.
• Able to articulate well and keep up with the changing language of products and telecommunications industry.
• Keen attention to detail and adherence to deadlines.

Responsibilities

• Develop and nurture relationships with clients to understand needs and goals.
• Retain clients by addressing concerns and resolving issues.
• Serve as main point of contact and provide timely updates on products and services.
• Identify upselling and cross-selling opportunities with the sales team.
• Resolve client complaints in a timely and effective manner.
• Monitor client metrics and provide data-driven recommendations.
• Collaborate with legal and finance on contracts and renewals.
• Solicit client feedback through surveys or interviews.
• Implement process improvements to enhance client satisfaction.

Education

Bachelor’s degree

Job description

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description

A Customer Relationship Manager is responsible for building and maintaining strong relationships with clients to ensure satisfaction, retention, and loyalty.

Duties And Responsibilities

• Relationship management: Develop and nurture relationships with clients by understanding their needs, goals, and preferences. Actively engage and communicate with clients to build trust and ensure their satisfaction with the company's products or services
• Client retention: Focus on retaining existing clients by addressing any concerns, resolving issues, and providing a high level of customer service. Proactively identify and mitigate any risks or challenges that may impact client satisfaction or loyalty
• Account management: Serve as the main point of contact for clients, ensuring effective communication and responsiveness to their inquiries or requests. Provide regular updates on product or service enhancements, new offerings, or relevant industry trends
• Upselling and cross-selling: Identify opportunities to expand the range of products or services provided to clients and work collaboratively with the sales team to generate new revenue streams. Present value propositions and benefits to clients to encourage upselling or cross-selling
• Issue resolution: Handle and resolve client complaints or issues in a timely and effective manner. Escalate complex or critical issues to the appropriate internal stakeholders and ensure prompt resolution to maintain client satisfaction
• Performance analysis: Monitor and analyze client metrics, such as satisfaction scores, retention rates, or revenue growth, to identify trends and proactively address any challenges. Use data-driven insights to provide recommendations and strategies for improving client relationships
• Contract and agreement management: Collaborate with legal and finance teams to ensure contracts and agreements with clients are in place, accurately maintained, and renewed as required. Understand contractual terms and conditions and ensure compliance with agreed-upon service level agreements
• Client feedback and surveys: Conduct regular client feedback surveys or interviews to gather insights, identify areas for improvement, and measure client satisfaction. Utilize feedback to make necessary adjustments and enhancements to processes or services
• Continuous improvement: Stay updated with industry trends, market competition, and best practices in client relationship management. Proactively suggest and implement process improvements and strategies to enhance client satisfaction and loyalty

Requirements

• 5+ years of sales in Technical, Enterprise, or B2B environment
• Proven account management or other relevant experience
• Experience in delivering client-focused solutions based on customer needs
• Industry Background: Telco, ICT, IT, FMCG, Retail, Manufacturing, Non-Food, Logistics
• Exceptional communication skills and proven effectiveness in delivering the needed presentation
• Able to articulate well and keep up with the changing language of products and telecommunications industry
• Keen attention to detail and adherence to deadlines
• Bachelor’s Degree in Any Field

Equal Opportunity Employer

Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.