Client Manager- For Philippines

Client Manager serves as the account holder and 1st level of case escalations. They build relationships with clients and act as their guide and advocate in every interaction with the business. As the point of contact on service delivery engagements, they educate the clients on company services and how FADV is expected to improve their business needs. Client Manager also ensures that client needs are met in a way that improves customer satisfaction.

Responsibilities

Essential Duties and Responsibilities

• Work with Account Manager on client service & delivery strategy
• Case Management
• First tier point of client escalation
• Case Management Administration – Setting up packages, re-setting passwords, updating SOP’s and drafting Change Request, Adding new users and familiarization of the system and tools
• Build and maintain relationship with clients. Guarantees quick response time to client’s queries (within 24 hours of email receipt or a same-day callback; second level POC for case-related queries or concerns. 1st level for escalation.
• Facilitates weekly/monthly/ contractual meets with clients to discuss performance results; Manages Performance Summary reportorial requirements of clients
• Manage portfolio of clients ensuring their needs are met in a way that improves customer satisfaction, identify opportunities for growth and increase profitability; provides high level update to client on process initiatives/SLA management
• Understand clients’ needs, challenges and resolves customer service issues, streamline business operations and provide support and product training
• Ensures appropriate reporting is provided to meet client requirements
• Works with client to resolve delivery issues and co-ordinate strategic communication with them
• Contribute forecast information with regard to incoming workload (based on historical proportions and client input)
• Collaborate with internal teams to align services and processes to ensure seamless service delivery
  
  

Job Qualifications

• Open to all employees who have a sales and/or client management background or any relevant experience.
• Possess a bachelor’s degree or higher, in any field.
• Minimum of 3 – 4 years working experience
• Preferably 2 -3 years of Client Manager experience is an advantage
• Strong analytical skills (adept in data mining, analysis, and presentation
• Good business acumen in the company’s operations & services
• Must have a good planning & organizational skills
• With exemplary communication skills (verbal & written), negotiation/influencing skills
• Able to build strong relationships at all levels of the organization
• Must have strong problem-solving and follow-through skills and be able to work independently, interact with various levels of management
• Proficient in MS Office
• We offer remote work arrangement, but the candidate must be based in the Philippines
• Day shift schedule, but needs to be flexible for the meetings/activities outside the shift
  
  

United States Equal Opportunity Employment:

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.