Client Services Manager
Prime System Solutions
Date: 3 weeks ago
City: Manila
Contract type: Full time
Job Description:
Prime System Solutions is a leading provider of IT services, specializing in delivering top talent and innovative solutions to its global clientage. It is seeking an experienced and proactive Client Services Manager to oversee and assist in the entire customer journey and services delivery for clients.
Client Relationship Management:
Prime System Solutions is a leading provider of IT services, specializing in delivering top talent and innovative solutions to its global clientage. It is seeking an experienced and proactive Client Services Manager to oversee and assist in the entire customer journey and services delivery for clients.
Client Relationship Management:
- Build and maintain trusted, long-term relationships with clients by understanding their goals, challenges, and evolving needs.
- Act as the primary liaison for client communication, addressing inquiries, concerns, and escalations with professionalism.
- Conduct regular client check-ins, business reviews, and feedback sessions to ensure satisfaction and identify opportunities for growth.
- Capture client insights and feedback to drive internal improvements in services, processes, and offerings.
- Collaborate with leadership to align client goals with company strategy and ensure key account health.
- Lead and manage delivery teams to ensure timely, high-quality service execution aligned with client expectations and internal standards.
- Monitor KPIs, milestones, and service-level agreements (SLAs) across projects and clients.
- Assign and balance workloads, track team performance, and ensure alignment between resource capabilities and project requirements.
- Conduct regular team meetings and one-on-ones to support professional development, address challenges, and ensure engagement.
- Perform quality reviews of team outputs, provide constructive feedback, and drive a culture of accountability.
- Strong English communication skills both verbal and written.
- Ability to work effectively in US Eastern Standard Time (EST) hours.
- Bachelors degree in Business, Computer Science, IT, or a related field.
- 5-8 years of experience in client relationship management and/or service delivery, preferably in IT, MSP, or Call Center environments.
- Proven ability to manage multiple client accounts and internal team concurrently.
- Experience leading cross-functional teams with a focus on performance, quality, and continuous improvement.
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