Client Services Manager

Client Services Manager is a position within Afni Philippines and will work with internal and external partners.  The primary responsibility of the Client Services Manager is to work with clients to understand their needs and business strategy and identify how Afni can partner with them to best meet/exceed those requirements. The Client Services Manager will also be responsible for maximizing revenue and profit opportunities while aiming to achieve the highest levels of customer satisfaction. There is a high focus on servicing these clients and identifying cross-selling opportunities.

Essential Functions and Responsibilities:  

• Serves as the “Main Point of Contact” for Afni on selected national account client(s). 
• Maintain a good understanding of clients and their business strategies and leveraging the information to align with Afni’s operational and support strategies.
• In partnership with internal and external clients, CSM should be able to identify processes, procedures, tools, and technology enhancements to improve both the agent and customer experience.    This information would be used to create and present value add recommendations to our client.
• Identifies problems, analyzes trends, and implements corrective and preventive actions.
• Responsible for accurate and timely invoicing in partnership with internal and external clients.
• Seek opportunities to sell as much of the contracted suite of products as appropriate for each end-user. 
• Analyze and develop creative ways to increase revenue, remove costs, and create efficiencies in existing contracts. 
• Participate in future contract proposals by using pre-existing customer data and other relevant benchmarking information. 
• Lead and host client visits and presentations to ensure superb client experience – whether in person or virtually.
• Partner with the various internal teams on new program implementations or changes within existing program scope.
• Take pride and initiative towards your personal development.

Minimum Job Requirements (Education, Experience, Skills): 

• Bachelor’s degree preferred. 
• At least 3 to 5 year(s) of working experience in the related field is required for this position. Previous account management, sales, or customer service required (BPO). 
• Remarkable customer service skills and entrepreneurial spirit. 
• Strong leadership and communication skills. 
• Ability to resolve issues promptly. 
• Ability to prioritize. 
• Ability to effectively collaborate with different stakeholders.
• Excellent use of PowerPoint with the ability to build creative presentations and proposals.
• Excellent MS Office and A-Plus skills. 
• Experience in managing large accounts. 
• Strong technology proficiency and excellent organizational skills. 
• Demonstrated ability to handle a high volume and wide variety or work within the confines of negotiated contracts.