Customer Relationship Manager (North Cebu & East Visayas)

SupportFinity™; Metro Manila; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

SupportFinity™ is seeking a Customer Relationship Manager for North Cebu & East Visayas. The role involves building and maintaining client relationships, ensuring satisfaction, and driving client retention through proactive engagement and upselling strategies.

The ideal candidate should possess over 5 years of sales experience, particularly in Technical or B2B environments, and hold a Bachelor’s Degree in any field. Exceptional communication and account management skills are essential for success in this position.

Qualifications

• 5+ years of sales experience in Technical, Enterprise, or B2B environments.
• Proven account management or other relevant experience.
• Experience in delivering client-focused solutions based on customer needs.

Responsibilities

• Develop and nurture relationships with clients to ensure satisfaction.
• Focus on retaining existing clients and addressing concerns.
• Serve as the main point of contact for clients.

Skills

Sales experience

Account management

Exceptional communication skills

Client-focused solutions

Attention to detail

Education

Bachelor’s Degree in Any Field

Job description

Customer Relationship Manager (North Cebu & East Visayas)

Job Description

A Customer Relationship Manager is responsible for building and maintaining strong relationships with clients to ensure satisfaction, retention, and loyalty. This role will be assigned in North Cebu & East Visayas.

Duties & 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 concerns, resolving issues, and providing a high level of customer service. Proactively identify and mitigate 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 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 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 experience in Technical, Enterprise, or B2B environments.
• 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 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.
• Bachelor’s Degree in Any Field.
• Candidate must be flexible to work and be assigned in North Cebu & East Visayas.

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 posting vacancies, selecting, and interviewing applicants. Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here.