Remote Client Experience Manager (EST Night Shift)

ScalableOS; Makati; Remote; PHP 1,200,000 - 2,400,000; Full time

Job summary

ScalableOS is seeking an experienced Client Experience Manager to oversee a portfolio of enterprise clients, guiding best practices and platform usage. The role requires deep MSP and IT services understanding, plus strong Salesforce and ConnectWise implementation and client liaison skills.

You will collaborate cross-functionally to ensure service excellence, drive client satisfaction, coach teams, identify opportunities for upsell, train clients on the portal, and coordinate events, all while

Qualifications

• At least 7 years of experience in Client Experience Management.
• Hands-on Salesforce and ConnectWise/ServiceNow experience.
• Experience in a Managed Service Provider (MSP) company.
• Experience managing ~60-70 client accounts simultaneously.
• Strong ability to prioritize in a fast-paced environment.
• Able to perform under pressure with tight deadlines.
• Excellent communication, interpersonal, and presentation skills.
• Cross-functional collaboration with client service, business development, engineering, products and project management.
• Self-motivated, detail-oriented and organized.
• Understanding of client technologies and cyber security concepts.

Responsibilities

• Manage periodic check-ins via Salesforce email campaigns.
• Represent client voice to internal teams and document feedback.
• Oversee a portfolio of clients with regular meetings.
• Ensure services meet client expectations.
• Identify client needs to upsell services.
• Coordinate with CXM team on opportunities.
• Document client information in Salesforce, CSAT, NPS, and profitability.
• Educate clients on the platform and services.
• Resolve issues related to billing, support, and portal.
• Provide client training on the portal.
• Work outside scheduled hours if needed.
• Coordinate for client events and promotions.
• Promote the company brand via social channels.
• Attend new business pitches when appropriate.

Skills

Client Experience

Salesforce

Account Management

Communication

Cross-functional Collaboration

EMOTIONAL INTELLIGENCE

Time/Priority Management

Tools

Salesforce

ConnectWise

ServiceNow

Job description

ScalableOS is seeking an experienced Client Experience Manager to oversee a portfolio of enterprise clients, guiding best practices and platform usage. The role requires deep MSP and IT services understanding, plus strong Salesforce and ConnectWise implementation and client liaison skills.

You will collaborate cross-functionally to ensure service excellence, drive client satisfaction, coach teams, identify opportunities for upsell, train clients on the portal, and coordinate events, all while