Client Services Manager (Bacolod or Davao)

FGC+, Who We Are:

At FGC+, we believe that every person and organization yearns to fulfill their potential. Our brand essence, Igniting possibility, recognizes that work can be a great catalyst for personal and professional growth. By creating an environment of support and inspiration, we enable people and businesses to realize their true capabilities and make work a source of fulfillment and sustainable success. Through an empathetic learning mindset, proven and adaptable frameworks, sound methodologies, and our high-performance culture, we ignite the possibility in people, partnerships, and brands.

Founded in 2011, we are an outsourcing services company providing recruitment, training, and operational co-managed services. We enable scaling companies by helping build their Philippine-based remote teams. Our client base spans various industries, including medical billing, e-commerce, customer service, logistics, hospitality and tourism, and real estate, among many others.

About the Job:

The Client Service Manager (CSM) will lead the client services function for FGC+ globally. Reporting to the VP of Client Services, this position is foundational to building and growing our client service capabilities. Supported by the Philippine-based Operations team, this role manages key client relationships, drives organic growth, and oversees contract negotiations and pricing strategies. We need a committed leader with a contagious will to win who can honor FGC+s successful past while also leading it into the future.

Key Responsibilities:

Client Relationship Management

• Build and maintain strong, long-lasting client relationships.
• Serve as the primary point of contact for client inquiries, escalations, and strategic discussions.
• Conduct regular client meetings to review service performance, identify opportunities for improvement, and explore additional service offerings.

Organic Growth and Retention

• Develop and implement strategies to increase organic growth from existing clients.
• Proactively identify upsell and cross-sell opportunities based on client needs and industry trends.
• Work collaboratively with internal teams to ensure seamless service delivery and client satisfaction.

Contract Negotiation and Pricing

• Lead contract renewal discussions and negotiate terms to maximize client retention and profitability.
• Analyze pricing models and develop competitive pricing strategies that align with client expectations and company goals.
• Ensure all contractual obligations are met and facilitate contract amendments or changes as necessary.

Client Service Excellence

• Monitor service delivery metrics and KPIs to ensure adherence to SLAs and quality standards.
• Address client concerns promptly and effectively, striving to exceed expectations in service delivery.
• Champion a culture of client-centricity and continuous improvement within the Client Services team.

Education and Minimum Requirements:

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Proven experience (3+ years) in client services, account management, operation, or similar roles within the BPO industry.
• Strong understanding of BPO operations, client service dynamics, and contract negotiation principles.
• Excellent communication skills, both verbal and written, with the ability to interact confidently with senior executives.
• Strategic thinker with a track record of driving organic growth and client satisfaction.

Preferred Qualifications:

• Bachelor's degree in Business Administration or a related field or equivalent work experience.
• Experience working with international clients and managing remote teams.
• Familiarity with CRM software (e.g., Salesforce) and project management tools.

What we have to offer:

• A market-competitive total compensation/rewards package.
• An opportunity to design and build a company and its Finance organization to its next level and be part of unlimited success.
• A company culture built on the belief that by creating an environment of support and inspiration, we enable people and businesses to realize their true capabilities and to make work a source of fulfillment and sustainable success.

EEO Statement:

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Third-Party Agency Notice:

FGC+ will not accept any unsolicited resumes from any third-party recruiting agencies, either domestic or international. FGC+ nor its subsidiaries/LE's will be responsible for any fees from the use of any unsolicited resumes either through our ATS or via electronic mail systems from any agency.