Senior Client Experience Lead

MicroSourcing; Parañaque; Hybrid; PHP 1,000,000 - 1,500,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Performance bonuses

Above-market compensation

Paid time-off with cash conversion

Job summary

MicroSourcing is seeking a Client Experience Manager to manage day-to-day service delivery across multiple projects and industries. You will act as the SME on Client Relationship Management, ensuring client objectives are met with proactive service and timely, high-quality deliverables.

You will report to senior leadership and coordinate with offshore delivery teams to align priorities, address escalations, and identify growth opportunities within existing partnerships.

Qualifications

• 3+ years' experience directly managing client relationships, ideally with US based clients.
• Mastery of American English – both written and verbal. Native fluency is a must.
• Ability to travel to the US as needed for meetings with clients and US-based management. Visa required.
• Must be able to work permanently Monday through Friday, 8:00 am to 5:00 pm Eastern Time (New York Time Zone; GMT -5) and some holidays.

Responsibilities

• Responsible for the management of day-to-day service delivery within a multi-shore environment
• Provide high-touch support for clients in variety of industries such as Digital Ad Operations, Digital Creative Services, Data Solutions, Media Planning, and Quality Assurance
• Maintain executive level communication with existing POCs in order to manage evolving client expectations, needs, and priorities to ensure client satisfaction
• Work with company resources located in Bangladesh and El Salvador to ensure day-to-day service is effectively meeting client needs and value is being recognized by client
• Consult/collaborate frequently with internal and external contacts to ensure alignment on priorities and projects
• Identify growth opportunities in existing partnerships and collaborate with the Sales Team on strategy
• Handle service escalations from internal and external clients and take appropriate action for resolution
• Monitor daily workflow of client team, review data for trending, recommend improvements, establish process and proactively identify and resolve issues
• Provide & analyze reports to clients and delivery team to identify trends and inefficiencies
• Assure that problems, questions, or concerns from clients are handled appropriately – escalated, tracked, reported, and resolved with client follow-up
• Gather client feedback through regular communications and follow up. Assure that client retention risks are highlighted, and that proper urgency and escalation steps are taken
• Adherence to standard practices and client contractual commitments
• Host client calls, meetings, and formal business reviews both onsite and offsite with leaders within our clients' organizations

Job description

MicroSourcing is seeking a Client Experience Manager to manage day-to-day service delivery across multiple projects and industries. You will act as the SME on Client Relationship Management, ensuring client objectives are met with proactive service and timely, high-quality deliverables.

You will report to senior leadership and coordinate with offshore delivery teams to align priorities, address escalations, and identify growth opportunities within existing partnerships.