client success ARCHITECTKMC Solutions, Inc.

FUNCTIONAL OVERVIEW
Focus on maintaining exceptional relationships with USA clients. Strive to improve the company'sservices
in order to provide best­in­class customer experience possible. Aim to consistently meet or exceed
the established service level agreements (SLA) with all USA based clients. The role acts as an overall
liaison between the client, KMC's USA management team, and all components of KMC Philippine
Operations to ensure excellent service delivery. As an imperative, the role must drive successful
operational build out and expansion and resolve issues and concerns by providing sound
resolutions through a structured or data­driven approach, while still observing flexibility. The role
maintains an effective level of business literacy and professional intuition to anticipate and address client
needs.
PRIMARY ROLES AND RESPONSIBILITIES ?
To build rapport and develop a strategic relationship with client stakeholders in the USA as well as
the Philippines, and grasp fully the business of the clients, and anticipate the needs to provide bestin­class customer experience. (Business­Savvy)
To be an effective negotiator and understand the financial capacity of the clients and KMC's business
operations while providing the expected service delivery. (Financially­Savvy)
To learn the business model ofthe clients and provide value­add recommendations forthe retention,
growth and expansion of the clients' business. (Business Intuition)
To maintain high level of morale and confidence in carrying out the business needs of the
various clients by being an effective liaison and provide efficient resolution given the reasonable
timelines. (Project Management)
To assume responsibility to ensure that all aspects of the client's operations are properly supported
by any and all KMC departments.
To continually explore areas of possible expansion of the client relationship via relationships with
client management and advise the USA sales team of the possible opportunities to expand the
relationship.
ACCOUNT MANAGEMENT ?
Support the USA sales team to help manage, develop and grow a portfolio of Staff­leasing and
Managed Services Clients
Carefully and continuously track monthly revenue by account and report same real time to (US Ops
Management)
Analyze Client performance and provide reports. Ensure Quarterly Business Reviews are undertaken
identifying Client concerns as early as possible
Ensure that high occupancy rate is achieved as soon as possible within Client rooms
Ensure KMC receives regular Customer feedback and providing constructive feedback to US Ops
Management with proactive solutions/suggestionsto ensure continuousimprovementsin workflow
processes
Attend weekly calls / meetings) with USA Sales Team and Clients and provide minutes copying US
Ops Management
Undertake initiatives to enhance Account Management performance and customersatisfaction (and
in turn Client retention)
Work with the People and Culture Department in managing initiatives to enhance employee
satisfaction (and in turn Employee retention)
Closely monitor expiring contracts and notify US Ops Management 90 days in advance of expiration
Participate with client teams in onboarding functions and initial program set up
Participate with and/or support US Client visits
Carefully and continuously track head count versus occupancy rates and report same real time to US
Ops Management
Ensure delivery of Client requirements through internal and external support
Day­to­day Client relationship management
Leading project management activities and ensuring necessary actions are undertaken in establishing
initial and continuing operations
Completing administrative work as required ?
SERVICE DELIVERY
Acting Philippine point of contact in conjunction with USA sales team for client concerns regarding
service delivery, contractual obligations, sales and marketing concerns, etc.
Ensures that all business­related service level agreements (SLAs) are met within the specified
timelines.
Ensures all escalations are resolved to the benefit of the business.
KPIs: (Scores are based upon a scale of 1­10 with 10 being exceptional)
USA Sales Management review scores
Customer Satisfaction survey scores
Net Promoter Score (clients willing to recommend KMC)
Client retention rates (end of current contract renewals)
Support USA sales team in upselling additional services to client (revenue growth) ?
KMC Careers ?
If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you! ?
We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles. ?
KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion. ?
Work with Us. Grow with Us. ?
KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move. ?
Our Culture ?
At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals. ?
We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners. ?
Life within KMC: Work Hard Party Harder ?
At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem. ?
We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!
Please refer to the job description.
Bossjob

Taguig City, Metro Manila
Permanent
Full-time