Strategic CX Lead for Enterprise Accounts

Proto; Manila; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Proto is seeking a Philippines-based CX Manager to oversee high-demand client accounts and ensure scalable, high-quality service. You will partner with the CX Engineer to absorb load, streamline workflows, and anticipate client needs to drive sustained success.

You will manage strategic, high-volume accounts, coordinate with cross-functional teams, and implement process improvements, keeping clients satisfied while supporting rapid growth in a fast-paced SaaS environment.

Qualifications

• 3+ years in Customer Experience or Account Management.
• Experience with high-volume or enterprise clients.
• Excellent communication in English, both written and verbal.
• Strong stakeholder management skills.
• Experience in SaaS, AI, or tech-enabled services.
• Knowledge of LLMS and NLPs.

Responsibilities

• Serve as the CX owner for strategic, high-volume accounts.
• Absorb repetitive requests and support senior CX team.
• Coordinate with CX to optimize involvement as back-up workforce.
• Translate client requirements into internal actions across CX, Product, Language and Engineering.
• Identify recurring issues and implement process improvements or automation.
• Monitor account health and mitigate risks.

Skills

Customer Experience

Account Management

Stakeholder management

English communication

Organized & prioritization

SaaS / AI / tech

LLMs and NLPs

Job description

Proto is seeking a Philippines-based CX Manager to oversee high-demand client accounts and ensure scalable, high-quality service. You will partner with the CX Engineer to absorb load, streamline workflows, and anticipate client needs to drive sustained success.

You will manage strategic, high-volume accounts, coordinate with cross-functional teams, and implement process improvements, keeping clients satisfied while supporting rapid growth in a fast-paced SaaS environment.