Manager - CRM
GoTeam
Get a reply from this employer
Your resume and cover letter, tailored to exactly what they’re hiring for.
Benefits offered by this job
Job summary
GoTeam in Cebu City is seeking a Manager – CRM to own client relationships from onboarding through ongoing growth. You will lead the initial readiness, set expectations with clients, and coordinate with HRBP and Recruitment to ensure a seamless onboarding of Team Members.
The role starts onsite for six months and then shifts to hybrid, with possible night shifts for international stakeholders. You drive retention and growth, manage contract lifecycles, and surface opportunities to Sales.
Qualifications
- 7+ years in Client Relationship Management, Account Management or Customer Success in a BPO or Global Shared Services environment.
- Direct ownership of client retention metrics, account growth and contract lifecycle management.
- Proven exposure to Western business culture and communicating with international C-suite stakeholders.
- Willingness to work onsite in Cebu City for the first six months and possible night shifts.
Responsibilities
- Own onboarding and early success for each client, including a strong 30‑day foundation.
- Lead monthly check-ins, manage retention and growth activities with clients.
- Ensure data integrity and timely resolution of client issues across teams.
Skills
Tools
Job description
You'll own GoTeam's client relationships from start to finish that covers preparing a client before Day 1, leading their onboarding, guiding them through the first 30 days and keeping the partnership healthy and growing over time. If an account closes, you make sure it leaves well. You're the trusted business partner who thinks ahead, communicates with discipline and takes full ownership of every relationship in your portfolio.
Success here is clear. Your clients stay healthy and retained, their data is complete and accurate, issues are resolved on time and growth opportunities are found and supported. Retention is the baseline, and expansion is how you win. The role starts onsite in Cebu City for your first six months and then moves to hybrid. The shift may move to nights based on operational needs.
- 7+ years of experience in Client Relationship Management, Account Management, or Customer Success in a BPO or Global Shared Services environment
- Direct ownership of client retention metrics, account growth (upselling/expansion), and contract lifecycle management
- Proven exposure to Western business culture and confidence communicating with international C-suite stakeholders
- Experience resolving conflict and handling complex, difficult client conversations about performance or offboarding
- Ability and willingness to work onsite in Cebu City for the first six months before moving to a hybrid setup
- Openness to working the day or night shift to align with international stakeholders and leadership
- Hands-on experience running structured client onboarding and the first 30 days after it
- A track record of building relationships with key decision-makers such as Directors, Heads of Department and CEOs
- Experience qualifying growth opportunities and handing them off to Sales
- Experience keeping client records complete and accurate in a CRM or ATS system
- Comfort adopting AI and automation tools to improve client reporting and service quality
- An agile, articulate, creative, critical-thinking and empathetic approach to every client interaction
You own every client's readiness before Day 1 and set a strong foundation in the first 30 days.
- You review the client agreement, signed terms and account brief, so you understand the client's business, industry and expectations before onboarding
- You coordinate with Recruitment and the HRBP to make sure every pre-onboarding step is complete and the client is ready to receive their Team Member
- You lead the onboarding session, covering partnership roles, communication and escalation expectations, client goals and the partnership roadmap
- You send a recap email after onboarding, confirm next steps and start the check-in cadence right away
- You hold weekly touchpoints with every new client during the first 30 days, track sentiment and address gaps early
You own the long-term health of every client relationship and keep looking for ways to grow it.
- You run monthly check-ins for the first six months, then follow the cadence set by the client classification matrix
- After the first six months, you move the relationship toward key decision-makers and ask for introductions where neededYou give stakeholders partnership updates on performance, progress, risks and opportunities, and you document a recap for every check-in
- You listen for growth signals, qualify new opportunities and make a warm handoff to Sales with a full brief
- You lead the client side of offboarding with care, including retention conversations, clean transitions and documented exit feedback
You ensure nothing falls through the cracks: every issue is tracked to closure and every profile is complete.
- You act as the first point of contact for client-raised concerns and coordinate resolution with HRBP, Billing and other teams
- You keep a clear issue log for each client and elevate risks, unresolved SLA breaches or churn signals within 24 hours
- You keep client and Team Member profiles in R24 complete and accurate, with 100% completeness as the standard
- You run a monthly profile audit across your portfolio and hold HRBP partners accountable for keeping TM profiles complete and current
- You work proficiently in R24, OKRx and GoTeam-approved tools, and you help improve the role by contributing to SOPs, huddles and retrospectives
Founded in 2014, GoTeam is a global outsourcing and AI-enabled operations partner that builds and manages high-performing offshore teams for international clients. We combine Filipino talent with structured systems and modern technology to deliver reliable, scalable support across business functions. Great Place to Work® certified for five consecutive years, GoTeam operates at the intersection of operational excellence and people care.
GoTeam is a People-First Organization.
We believe in empowering our team members with growth, stability, and purpose—building careers, not just filling roles.
Industry-leading HMO with dependent coverage, ₱1M life insurance, 25 paid time-off credits, company-provided equipment, Masterclass and LinkedIn Learning access, wellness programs, and family support services.
Through GoTeam Cares, we create opportunities for our people to contribute meaningfully to Filipino communities.
We are committed to jointly: (1) empowering the next generation with AI and (2) an action orientation grounded in Gratitude, Humility, and a thirst for Discovery. At GoTeam, the entire internal team is supported by a public commitment to AI, including:
- Educating 100,000 Filipinos on AI
- The GoTeam Founder, Matt Kesby's book Untangling AI and two associated businesses: Multiplai.tech and aicoaches.com
- Internal staff servicing the business focused solely on AI
Everyone at GoTeam has the ability to and is ENCOURAGED to implement AI. AI is front and center and will be pursued more vigorously going forward—everyone will be EXPECTED to implement AI. You will have unlimited support to drive AI implementations inside the business.
- Company-provided laptop + second monitor
- Industry-best HMO for 1 dependent + extended dependents (₱300,000 coverage, private room, ₱10,000 meds reimbursement)
- Option to enroll up to 4 additional dependents via salary deduction
- ₱1M life insurance coverage
- Membership in GoTeam Sports Club, Yoga, and Wellness Programs
- 25 paid time-off credits
- 5 service incentive leave (SIL) days after your first work anniversary
- Salary loan access (post-regularization)
- ₱200/day onsite allowance
- Employee discounts and company raffles
- A Strait of Hormuz Relief Allowance of ₱1,000 per month will be provided for the next three (3) months.
- Welcome gift on Day 1
- Opportunity to win a trip to Bali through company programs
- Join GoTeam Cares volunteer programs
- ₱10,000 referral bonus
- Monthly gratitude events, team dinners, and leadership talks
- 24/7 financial, legal, and counseling support (up to 4 family members)
- Free telemedicine consultations
- Virtual family events and prize opportunities
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
