Position Description Summary
Client Manager serve as the account holder and 1st level of case escalations. They build relationships with clients and act as their guild 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 improves customer satisfaction.
Essential Duties And Responsibilities
- Work with Account Manager on client service & delivery strategy
- WIP Management
- First point of client escalation
- Case Management Administration Setting up packages, re-setting passwords, updating CPN's, Adding new users
- 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/quarterly contractual meets with clients to discuss performance results; Manages Performance Summary reportorial requirements of clients
- Ensures that client needs are met in a way that improves customer satisfaction and increase profitability; provides high level update to client on process initiatives/SLA management
- 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 about incoming workload (based on historical proportions and client input)
- Ad-hoc duties as required by Customer Success Director
Qualifications
- Possess a bachelor's degree or higher, any field
- Minimum of 3 4 years working experience
- Preferably 2 years Client Manager experience is an advantage
- Strong analytical skills (adept in data mining, analysis, and presentation
- Good business acumen on 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
- Day Shift and remote work arrangement, but the candidate should be based in the Philippines
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.
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