Strategic Client Success Lead

Premier BPO Inc.; Quezon City; On-site; PHP 893,000 - 1,339,000; Full time

Job summary

Premier BPO Inc. seeks a Client Success Lead to manage and deepen relationships with key clients in a fast-paced BPO environment.

You will translate client needs into actionable plans and work with internal teams to ensure delivery, satisfaction, and long-term account success. The role requires 3–5+ years in client success or related fields, strong communication with international stakeholders, and a focus on SLAs, KPIs, and service performance.

Qualifications

• Bachelor's degree or higher in Business, Management, Communications, or related field.
• 3–5+ years of experience in client success, account management, client relations, or similar roles.
• Experience managing business clients or international stakeholders.
• BPO or outsourcing industry experience preferred.
• Experience handling escalations and complex client requirements.

Responsibilities

• Serve as the primary point of contact for assigned clients.
• Build strong, trusted relationships with clients and key stakeholders.
• Understand client goals, business needs, priorities, and expectations.
• Maintain regular client communication and provide proactive updates.
• Ensure services delivered per agreed requirements, SLAs, and expectations.
• Monitor account health, service performance, and client satisfaction.
• Coordinate with internal teams to ensure timely delivery of client requirements.
• Identify potential service gaps and address them before escalations.
• Own client concerns and coordinate resolution across relevant teams.
• Investigate recurring issues and identify root causes.
• Escalate critical operational or service concerns appropriately.
• Keep clients informed throughout the resolution process.
• Review operational and service performance with clients.
• Prepare and present regular account updates, reports, and business reviews.
• Track action items, commitments, and follow-ups.
• Identify trends and opportunities to improve account performance.
• Translate client requirements into clear internal actions and deliverables.
• Support new initiatives, process changes, and client implementations.
• Identify opportunities to improve service quality, efficiency, and client experience.
• Gather and communicate client feedback to internal stakeholders.
• Recommend process improvements based on client needs and operational data.
• Identify opportunities for account expansion or additional services where appropriate.

Skills

Client relationship mgmt

B2B communication

Stakeholder mgmt

Account management

Problem-solving & escalation

Service delivery management

SLA/KPI understanding

Business communication

Negotiation & expectation setting

Data interpretation & reporting

Cross-functional collaboration

Proactive account management

Organization & follow-through

Customer-focused mindset

Education

Bachelor's degree in Business/Related field

Job description

Premier BPO Inc. seeks a Client Success Lead to manage and deepen relationships with key clients in a fast-paced BPO environment.

You will translate client needs into actionable plans and work with internal teams to ensure delivery, satisfaction, and long-term account success. The role requires 3–5+ years in client success or related fields, strong communication with international stakeholders, and a focus on SLAs, KPIs, and service performance.