Client Success Officer (Hybrid)

Outsourced; Pretoria; Hybrid; ZAR 200,000 - 300,000; Full time

Job summary

A leading outsourcing firm is seeking a Client Success Officer in Pretoria to manage client onboarding and engagement. This role requires excellent communication skills and the ability to build relationships with a portfolio of clients. Candidates should have expertise in client relationship management and be willing to work onsite 2-3 times per week. Competitive salary and a hybrid work model are offered.

Qualifications

• Main point of contact for a portfolio of clients.
• Ability to nurture and retain client relationships.
• Conduct KYC to understand client business.

Responsibilities

• Drive engagement across assigned client portfolios.
• Schedule periodic calls with clients to discuss needs.
• Collaborate with internal teams for onboarding processes.

Skills

Client relationship management

Engagement strategies

KYC procedures

Communication skills

Job description

Job Description

Company Description

Outsourced.ph is a leading Philippines outsourcing company providing dedicated remote staff and offshore staffing services. We specialise in providing staff of the highest quality who will continue to exceed your expectations and provide benchmark offshore solutions to your business. With Outsourced, you can scale your organisation quickly, easily, and cost-effectively with dedicated remote staff based in our modern offices in Manila.

Job Description

The Client Success Officer is a customer and client-facing role focused on the overall onboarding experience and client lifecycle of the Outsourced Business Partners and stakeholders. The CSO is a cross-functional position within the support and services team, collaborating with internal departments including Admin, Sales, Finance and Accounts, and IT to deliver a high-quality experience throughout the client engagement.

Qualifications

Onboarding

• Serve as the main point of contact for assigned portfolios within the Client Success Professional Services Team.
• Drive engagement and build relationships across a portfolio of 25-40 clients.
• Develop expertise in your industry (IT, Prof, Finance) to better serve your clients.
• Conduct second-layer KYC to understand the client’s business, including organizational structure, business units, and teams.
• Understand client needs, responsibilities, industry, and business to position Outsourced effectively.
• Collaborate with internal teams to ensure onboarding expectations and experiences are clearly communicated and issues are addressed.

Retention

• Communicate feedback and insights across department heads (IT, Finance, Recruitment, HR, Sales).
• Maintain high engagement levels, nurturing relationships to promote growth and retention.
• Schedule periodic calls with clients to discuss issues, progress, and action plans.
• Assist with staff performance issues through the Performance Management Program (PIP).
• Monitor client contracts and coordinate with Legal for renewals.
• Assess and address clients’ immediate needs and proactively identify risks and requirements.
• Escalate issues to relevant internal teams for resolution.
• Manage staff performance reviews and consider salary or charge-out increases based on industry standards.
• Provide updates on client activities that may impact operations, such as holidays or connectivity issues.
• Process staffing requirements, including market rate checks and job order creation.
• Manage or facilitate client requirements, standard and non-standard.

Work Schedule

Dayshift or Nightshift

Work Location

• Hybrid, Eastwood Quezon City
• Willing to work onsite at least 2-3 times per week

Walk-in interviews are available at our Eastwood Office every Wednesday from 10 AM to 3 PM. Our Recruitment Team looks forward to meeting you!

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