client success manager for an Australian bpo (cebu and dumaguete sites)Delonix Marketing Corporation

We’re hiring for Client Success Managers to join our fantastic team in CEBU and DUMAGUETE- yes, we are looking to hire one Client Success Manager for each site! This is for a DAYSHIFT Australian account - Saturdays and Sundays off.
 
The Client Success Manager will be responsible for managing and building good relationships with clients and their staff to ensure business success. CSM is expected to be detail-oriented and has had experience in being an Operations Manager or a Senior Team Leader with a proven ability to operate successfully in a client-facing environment and with experience on team management and client services management in a low-headcount scenario.
 
Responsibilities:
 
• Lead in managing day to day client relationships, being a reliable point of contact for clients on any concerns and issue, and responds in a timely manner to queries
• Manage the team and staff of the clients and continuously monitor the progress of the team to ensure that all goals are met
• Communicate and collaborate with the Management, and Support departments to improve performance and processes
• Communicate with the client proactively on a regular basis and provide creative suggestions to the client to achieve mutual business goals
• Distribute performance reports and updates to clients on the progress/issues of their staff/teams
• Bridge any awareness and knowledge gap of all the parties involved
• Review, implement and manage the key performance indicators to ensure business growth
• Take corrective actions necessary to make sure that the plans and goals remain on track
• Work closely with Operations, Human Resource, Recruitment, IT to ensure capacity plans and delivery are in line with client’s expectations and financial obligations
• Work with the Management to develop, implement, and manage staff career development plans
• Assist with recruitment, including interview and calibration sessions (as needed)
• Assist with the development/management of roster/scheduling - liaise with Management for any staffing concerns
• Keep track of all employees out of office - planned and unplanned leaves
• Manage and deliver other ad hoc responsibilities as assigned from time to time
 
Qualifications & Requirements:
 
• Proven 2+ years of experience as a Client Services Specialist/Manager, Junior Operations Manager or a Senior Team Leader in a BPO setting or any similar roles
• Excellent verbal and written English Communication Skills
• Able to build strong relationships - both internal and external
• Proven excellent coaching skills
• Satisfactory Reporting and Analytics skills
• Basic knowledge in Lean Continuous Improvement
• Ability to take charge of solving difficult problems
• Strong attention to detail
• Open-minded and adaptive to change
• Proactive and accountable
• Results-driven yet people-oriented
• Excellent command of the MS Excel application and other reporting tools - able to build necessary reports from scratch, based on available data / raw data and can present information tailored to the specific client or audience
• Able to comprehend, analyze, and interpret operational performance data
• Highly organized, able to multitask and manage a team of staff
• Proven track record of leading initiatives and delivering to timelines
• Applicants must be willing to work in our Fuente (Cebu City) office, Monday to Friday, 7 am to 4 pm (Sat/Sun rest days)
 
Why work with Delonix Marketing Corporation?
 
• Salary package with allowances & bonuses commensurate with experience
• Legendary staff parties and social events (check our FB page)
• We sent 30 staff to visit Australia for the year 2018 alone!
• The company is established (7+ years in Cebu; 2+ years in Duma) and growing fast (currently 400+ staff)
• DAYTIME shifts, NO GRAVEYARD, and no rotating schedules
• FREE daycare center for working parents
• Added to company HMO after 3 months
• Awesome Referral Bonus of 5K or 1K per month per referral (depending on hiring account)
• Christmas and New Year break (for selected accounts)
• Monthly Birthday Celebrations
• Long-term stable position for the right person

Managerial / Supervisory