Client Experience Manager (WFH)

Job Description

The Client Experience Manager will be the primary advocate for our clients and a key driver of internal excellence. This role will bridge the gap between our sales team and operations, ensuring that every client interaction is seamless, productive, and high-value. This role is not just about keeping clients happy—it’s about optimizing how we deliver results and coaching our Account Executives to exceed expectations Responsibilities & Accountabilities: Strategic Client Advocacy & Escalation Leadership Serve as the main point of contact on building a strong relationship between the company and its clients, handling client concerns, utilizing emotional intelligence, and creative problem-solving to retain accounts at risk of churn. Conducts face-to-face meetings with clients to effectively manage the accounts. For every escalation, lead a "post-mortem" to identify why the breakdown occurred and implement preventative measures. Establish success markers, key metrics, and KPIs (NPS, CSAT, etc.) to capture client sentiment and translate that data into a roadmap for service improvements. Operational Integration & Issue Resolution Bridge the gap between Sales and Operations by translating client requirements into technical/operational tasks. Identify bottlenecks in the client lifecycle—from onboarding to renewal—and collaborate with operations to automate or refine workflows. Monitor Service Level Agreements (SLAs) to ensure operations is delivering on promises made during the sales cycle, intervening before a breach occurs. Conduct monthly touchbase sessions with Operations leaders to perform welfare checks on the clients they are managing Data-Driven Productivity & Health Reviews Develop a sophisticated account-monitoring framework that utilizes behavioral signals to predict client needs, allowing the team to deliver high-touch service before a client even identifies a gap. Conduct monthly productivity audits to ensure Ops VAs are improving their productivity based on InsBOSS standards. Drive operational excellence by aligning account distribution with team capacity to maximize service quality and team engagement. Administrative Tasks Perform other tasks requested by management based on business needs. Attend relevant seminars to improve and develop skills. Prepare and submit reports. Relevant Experience At least 1 year in Account Management, Client Success, or a related leadership role. Skills Requirements Functional/Technical Skills A proven track record of de-escalating high-pressure situations with poise. Ability to translate data (productivity metrics) into actionable coaching points. Ability to work with different departments and stakeholders to review and improve standard operating procedures. Exceptional verbal and written skills Extensive knowledge of MS Office and/or Google Suite tools Must be highly analytical Exceptional interpersonal skills Multi-dimensional, logical thinker. Process-oriented, and very keen on details. Must be responsible and self-motivated. High degree of accuracy and confidentiality. Strong organizational and planning skills. Effective stress and time management skills. Should maintain professionalism, integrity, and honesty. Pay: From Php40,000.00 per month Benefits Additional leave Company Christmas gift Company events Health insurance Opportunities for promotion Promotion to permanent employee Work from home Work Location: Remote