The Client Services Manager/Account Manager plays a critical role in ensuring the success of client partnerships at Transcom. Acting as the primary point of contact for assigned clients, the Client Services Manager/Account Manager is responsible for maintaining positive relationships, meeting client needs, and exceeding expectations. With a focus on client satisfaction and retention, the Client Services Manager/Account Manager anticipates client needs, provides thorough reports and analysis, and coordinates resources to support deliverables.
Job Objective:
Key responsibilities include client communication, account management, data analysis, and collaboration with internal teams to ensure alignment with client goals.The ideal candidate possesses strong communication skills, organizational abilities, and a passion for client success.With experience in BPO or contact center environments, as well as client-facing roles at director level or above, the Account Manager thrives in a collaborative team-based work environment and is committed to delivering exceptional service to clients.
Essential Duties & Responsibilities:
The position requires effective leadership and business execution for the following key focus areas. Additional responsibilities may be added as the needs of the business change and expand:
Act as the main point of contact for the vendor manager at assigned clients.Serve as the day-to-day contact for the client, ensuring all their needs are met, sharing updates on account status and metrics, and answering any client questions.Anticipate client needs using attention to detail and historical insights, and create thorough reports including complete data analysis of accounts/clients for VP of Client Partnerships/Executives.Build long-term relationships with customers based on trust, respect, and value.
Ensure client satisfaction and retention by coordinating Transcom's resources on the client's behalf in support of deliverables.Forecast and track key account metrics and prepare reports on account status.
Handle follow-up calls with clients and address complaints, finding reasonable solutions for both the client and Transcom.Manage client expectations and strive towards client satisfaction by meeting and exceeding contractual deliverables.Lead and oversee Risk Assessment, COPC, ABR, QBR, SSR Audit, CCSR Audit, and Extra Initiatives as requested based on client need.Maintain positive and collaborative partnerships with Transcom Operations and Support Leaders, working in complete alignment on behalf of client success.Work in partnership with the Account Client Partnership Leader to grow the relationship, support Transcom's internal growth targets, and update strategies to retain and grow the partnership between the client organization and Transcom.Key Skills and Strengths:
Listening
Time Management
Relationship Building
Communication / People Skills (Written and Verbal)
Organizational Skills / Multitasking Ability
Adaptability / Creativity
Empathy
Understands the importance of asking questions
Passion for your client’s brand
Thrives in a collaborative team-based work environment.
Job Specifications (Qualifications, Skills and Experience)
To qualify for this role you must…
A university degree or equivalent higher qualification and experienceFluency in the English language, written and spoken2-4 years of BPO and/or Contact Center Operation Leadership experience
2-4 years of Client-facing experience at Director and above levels
Be able to travel up to 25% of the time
It will help if you have…
Strong Communication Skills: Excellent written and verbal communication skills are essential for effective client interaction, team collaboration, and reporting.Organizational Skills: Ability to prioritize tasks, manage multiple responsibilities, and meet deadlines in a fast-paced environment.Client-Focused Approach: A customer-centric mindset with a dedication to understanding and meeting the needs of clients.Analytical Abilities: Proficiency in data analysis and the ability to derive insights from complex datasets to inform decision-making and strategy.Interpersonal Skills: Strong relationship-building abilities with the capacity to establish rapport, trust, and credibility with clients and internal stakeholders.Problem-Solving Skills: Aptitude for identifying issues, proposing solutions, and resolving conflicts in a professional and diplomatic manner.Leadership Capabilities: Ability to lead and oversee various initiatives, collaborate with cross-functional teams, and drive results.Adaptability and Flexibility: Capacity to adapt to changing priorities, client needs, and organizational dynamics, with a proactive and solution-oriented approach.Client-Facing Experience: Previous experience in client-facing roles, preferably at director level or above, demonstrating the ability to manage relationships and drive client satisfaction.BPO/Contact Center Experience: Knowledge of BPO or contact center operations, processes, and best practices.Passion for Client Success: A genuine passion for delivering exceptional service to clients and contributing to their success and satisfaction.Team Player: Ability to work collaboratively in a team-based environment, supporting colleagues, and contributing to a positive work culture.
What's in it for YOU
Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are proving these employee benefits, which you'll be able to utilize once you join our team!
Day 1 HMO Meal & Transportation Allowance Rice Subsidy Clothing Allowance 24/7 Teleconsult Free Psychologist Consultation In-house & Online Pharmacy Scholarship Program Retirement Fund Free Meal & Medicine (through Transcom’s Tap Card Rewards) Loyalty Incentives Accidental & Life Insurance Free Shuttle Service
What Life at Transcom is like
At Transcom, we’re relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.
We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us