Client Relationship Manager (Cebu)

Job Summary

We are looking for an experienced Client Relationship Manager in Cebu!

Job Description

About Us:

Outsourced 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 Overview

Join Outsourced as a Client Relationship Manager within our CX Client Success Team, focused exclusively on our VIP clients. Unlike traditional account management roles, this position is dedicated to the growth and development of our most important clients, where the primary objective is identifying upsell opportunities and driving business expansion. You will collaborate closely with these clients, ensuring they receive tailored solutions that meet their evolving needs while maximizing their satisfaction and success.

Key Responsibilities

• Serve as the main point of contact for VIP clients, fostering strong relationships and ensuring their business needs are met.
• Identify and pursue upsell opportunities within existing VIP client accounts to drive revenue growth.
• Develop customized strategies to help clients expand their teams or add additional services from Outsourced.
• Collaborate with the Client Success Team and internal departments to ensure a seamless client experience and the delivery of top-tier service.
• Regularly assess client needs and provide proactive solutions to enhance their experience and satisfaction with Outsourced’s services.
• Present quarterly business reviews and growth plans to VIP clients, outlining performance, achievements, and future opportunities.
• Maintain a deep understanding of Outsourced's service offerings to effectively communicate value and tailor proposals for upsell opportunities.
• Monitor client satisfaction and retention, addressing concerns quickly and efficiently to maintain positive client relationships.
• Work with the sales and marketing teams to ensure alignment on client goals and growth opportunities.
  
  

Client Engagement

• Act as the primary point of contact for assigned clients, fostering strong relationships through proactive communication.
• Conduct onboarding sessions for new clients ensuring seamless integration into services and company processes.
• Schedule and manage periodic calls, including onboarding and regular follow-ups, ensuring open channels of communication to assess needs and satisfaction.
• Organize and lead monthly and quarterly business reviews (MBRs/QBRs) to provide performance updates, review goals, and gather client feedback.
• Document client interactions, feedback, and progress in CRM systems to maintain comprehensive records and action plans.
  
  

Relationship Management

• Build and maintain positive, long-term client relationships by acting as a trusted advisor.
• Regularly assess client satisfaction levels and respond promptly to concerns, resolving issues before they escalate.
• Work collaboratively with internal teams, including HR, recruitment, and operations, to align service offerings with client goals and expectations.
• Tailor service offerings and solutions to meet each client’s specific business needs, ensuring alignment with their objectives.
• Provide insights and recommendations to clients on optimizing their engagement with services to maximize value.
  
  

Retention and Growth

• Monitor and improve key client metrics such as Customer Satisfaction (CSAT) and Net Promoter Score (NPS).
• Develop retention strategies to ensure client satisfaction and long-term engagement, identifying early warning signs of dissatisfaction or churn.
• Identify opportunities for growth within existing accounts, offering additional services or solutions that match clients’ evolving needs.
• Proactively manage contract renewals and ensure high client retention through regular engagements, business reviews, and presenting value-added services.
• Collaborate with the sales team to support account expansion, including upselling and cross-selling opportunities.
  
  

Performance Management and KPI Development

• Assisting in the development and implementation of Key Performance Indicators (KPIs) for both internal staff and client staffing to ensure timely and successful delivery of services.
• Initiate performance review and appraisals and feedback sessions with the client, internal teams, providing coaching and guidance to improve client service.
• Collaborate with internal departments to ensure that all resources, tools, and strategies are aligned to meet client objectives and KPIs.
• Analyze data from business reviews, feedback, and performance metrics to identify areas for improvement in client delivery and experience.
  
  

Monthly & Quarterly Business Reviews (MBRs/QBRs)

• Prepare detailed reports for monthly and quarterly business reviews, including data on performance, KPIs, LTI, client feedback, and staffing metrics if any.
• Lead MBRs and QBRs, presenting results to clients, identifying areas for improvement, and discussing plans for the upcoming period.
• Use insights from business reviews to develop action plans that address gaps in service delivery or client expectations.
• Ensure transparency with clients by providing comprehensive updates on the status of their projects, staffing, and any potential concerns.
• Follow up on action items resulting from MBRs/QBRs to ensure they are addressed promptly and effectively.
  
  

Financial Analysis

• Conduct basic financial analysis to evaluate the profitability of client accounts, including tracking service costs, revenues, and ROI.
• Collaborate with the finance team to monitor and manage client budgets, ensuring services are delivered within financial expectations.
• Identify cost-saving opportunities while maintaining or improving service quality and client satisfaction.
• Track revenue growth within client accounts, identifying trends that influence profitability and ensuring alignment with company financial goals.
  
  

Work Schedule: Monday - Friday (Shifting Schedule)

Work Location: 2nd floor, Lexmark Plaza 3, Cardinal Rosales Ave. Cor Samar Loop, Cebu Business Park, 6000, Cebu City, Philippines

• Hybrid Set-up
• Hired staff are expected to report in the office at least 10 times/month (remaining working days are WFH)
• Should have a strong internet connection (minimum of 20 MBPS)
  
  

In compliance to data privacy law, make sure that the following is included at all times:

By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.