Customer Support Manager | Work from Home

KMC Solutions; Metro Manila; Remote; PHP 670,000 - 1,004,000; Full time

Job summary

KMC Solutions in the Philippines seeks a Senior CSR to manage key house accounts, drive retention, and support revenue growth. Working with Account Executives, this role blends operational excellence with relationship management, handling hardware, licensing, and pricing requests while spotting expansion opportunities.

You will lead onboarding and training to maximize product adoption, deliver structured account health reports to Sales leadership, and coordinate cross-team efforts to resolve

Qualifications

• Experience in client services, account management, or customer success.
• Proven track record managing strategic accounts and driving retention.
• Experience with CRM systems (Salesforce, HubSpot, or similar).
• Strong communication, problem-solving, and relationship-building skills.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Serve as primary operational contact for strategic accounts, delivering exceptional client experiences.
• Partner with Account Executives on renewal planning, retention strategy, and identifying upsell/cross-sell opportunities.
• Manage business-as-usual requests: hardware procurement, software licensing, and SKU pricing.
• Lead client onboarding and training to maximize product adoption and value.
• Deliver structured reporting to Sales leadership on account health, risks, and revenue opportunities.
• Coordinate across teams to resolve escalations affecting client satisfaction or renewals.

Skills

Client services

Account management

Customer success

CRM systems experience

Communication skills

Problem-solving

Relationship-building

Multitasking

Education

Bachelor's degree in business or related field

Tools

Salesforce

HubSpot

Job description

Position Summary

The Senior CSR is a strategic client-facing role responsible for managing key house accounts, driving retention, and supporting revenue growth. Working closely with Account Executives, this position combines operational excellence with relationship management-handling low-complexity requests (hardware, licensing, SKU pricing) while identifying expansion opportunities and ensuring renewal readiness.

Key Responsibilities

• Serve as primary operational contact for strategic accounts, delivering exceptional client experiences

• Partner with Account Executives on renewal planning, retention strategy, and identifying upsell/cross-sell opportunities

• Manage business-as-usual requests: hardware procurement, software licensing, and SKU pricing

• Lead client onboarding and training to maximize product adoption and value

• Deliver structured reporting to Sales leadership on account health, risks, and revenue opportunities

• Coordinate across teams to resolve escalations affecting client satisfaction or renewals

Required Qualifications

• Experience in client services, account management, or customer success

• Proven track record managing strategic accounts and driving retention

• Experience with CRM systems (Salesforce, HubSpot, or similar)

• Strong communication, problem-solving, and relationship-building skills

• Ability to manage multiple priorities in a fast-paced environment

Preferred Qualifications

• Bachelor's degree in business or related field

• Experience in technology, software, or IT services industry

• Knowledge of hardware, licensing, and technology pricing models