Customer Success Manager

This is a remote position.

Full-time | 40 hours per week
Starts at Php 40,000 take-home pay per month
Monday to Friday, 6:00 am to 12:00 am PHT Manila

About Remote Workmate:

We accelerate your success with our simple, direct, and transparent recruitment process. As experts in matching global talents with unlimited offshore job opportunities from clients in Australia, New Zealand, the USA, and parts of Europe, we’re able to guide you throughout your job-seeking journey. We value your time, talent, and skills to bring out your potential. Ranging from a variety of industries such as; real estate, property management, HOAs, construction & engineering, eCommerce, and professional services support, we have varied job opportunities for different professionals who can work remotely.

About the Role:

As a Client Success Manager, your mission is to strategically align Workmate performance plans with client goals, leverage technology for business solutions, and address relationship challenges to enhance Workmate retention and scale client businesses. Your role is pivotal in ensuring a seamless partnership between clients and virtual staff, contributing directly to business growth and success. Join us in fostering client satisfaction, optimizing operations, and driving sustainable results in a dynamic and collaborative work environment.

Responsibilities:

Relationship Management:

Conduct regular meetings with clients to review performance, gather feedback, and identify areas for improvement.
Conduct regular performance evaluations and provide constructive feedback and coaching sessions to Workmates.
Successfully resolve issues and concerns in Client and Workmate relationships within a specified timeframe.
Strategic Alignment and Continuous Improvement Initiatives

Successfully align onboarding efforts and performance metrics with objectives discussed during Discovery Calls from Day 0 of every new account and workmate hiring.
Work with the sales, recruitment, and innovation departments by implementing feedback loops to ensure continuous improvement in Workmate performance and Client satisfaction.
Collaborate, establish, and implement a client satisfaction survey plan and Workmate performance management plan structure with the Client Operations team.

Problem Solving and Innovation:
Identify and address key client business challenges using innovative solutions that will maximize the Workmate’s talent and capabilities or Remote Workmate’s industry expertise.
Analyze and recommend, with the help of our AI Specialist, process automation and AI strategies to improve efficiency and effectiveness of Workmate processes and other client business processes.

What you’ll aim to achieve:

First Week:
Familiarize yourself with company processes, values, and expectations, including introductions to sales and recruitment teams, and orientation to internal tools.

Second Week to Fourth Week:
Get to know assigned accounts. Build relationships with Clients and Workmates through meetings and discussions, conduct detailed reviews of client accounts, and address immediate issues in Client and Workmate relationships.

First to Second Month:
Complete initial creation of performance plans and propose solutions for client business challenges. Implement performance reviews and coaching sessions for ongoing client success management.

First Quarter:
Implement feedback loops for performance plans and establish a consistent schedule for reviews and check-ins.

6 Months onwards:
Identify areas for improvement and refinement on processes critical for optimizing client success strategies and ensuring improved Client retention and growth rate as well as Workmate attrition rate.

Your Competencies :

Operations Management: Proven experience in operations management, preferably in the outsourcing industry.
Team Leadership: Demonstrated experience in managing teams and delivering exceptional client service.
Communication Skills: Excellent verbal and written communication skills.
Client Relationship Management: Ability to build and maintain positive relationships with clients, team members, and other stakeholders.
Analytical Thinking: Strong analytical and problem-solving skills to identify issues and implement effective solutions.
Priority Management: Proven ability to proactively manage and set priorities to meet resolution time expectations
Adaptability: Willingness to adapt to changing client requirements and industry trends.
Emotional Intelligence and Conflict Resolution: Ability to empathize with both clients and workmates, handling sensitive situations with emotional intelligence, and skill in resolving conflicts to maintain positive relationships.

SKILLS REQUIRED:

Proven experience in operations management, client relationship management, or a similar role, preferably in the outsourcing industry
Demonstrated experience in managing teams and delivering exceptional client service
Familiarity with outsourcing and operations management best practices
Ability to build and maintain positive relationships with clients, team members, and other stakeholders
Excellent verbal and written communication skills
Experience in leading and motivating teams, resolving conflicts, and promoting a collaborative work culture
A deep understanding of client needs and a commitment to delivering high levels of client satisfaction
Strong analytical and problem-solving skills to identify issues and implement effective solutions.
Proven ability to manage multiple projects simultaneously, set priorities, and meet deadlines
Willingness to adapt to changing client requirements and industry trends
Proficiency in analyzing data and using it to make informed decisions and recommendations
Ability to empathize with both clients and workmates, and handle sensitive situations with emotional intelligence
Skill in resolving conflicts and addressing issues to maintain positive relationships with clients and workmates