The Role
Serve as primary client contact delivering proactive, white-glove client success. Own onboarding, coordinate internal teams, track projects and documentation, resolve escalations, drive retention and account growth, and maintain accurate CRM records while supporting clients across time zones.
Summary Generated by Built In
Set-up and Location: ONSITE - Ortigas, Pasig
Work Schedule: 2:00 PM - 11:00 PM Philippine Time (supporting US and UK clients)
Employment Type: Full-time
Role Overview
The Client Services Manager is the primary point of contact and relationship owner for a portfolio of client accounts. The role brings together account management, client and staff onboarding, interdepartmental coordination, and administrative support to deliver a seamless, high-quality offshore staffing experience.
Beyond day-to-day service, the Client Services Manager proactively safeguards client satisfaction, retention, and growth – acting as the client’s advocate inside Staff Domain.
At Staff Domain, we're looking for relationship-driven professionals who naturally put people first. Experience in Client Success is great, but what matters most is your ability to build trust, communicate with warmth, and create exceptional experiences for clients.
What You’ll Do
You’ll be the kind of person who:
Client Relationship & Account Management
- Serve as the primary point of contact and trusted advisor for assigned accounts.
- Act as the escalation point and the internal advocate for the client within Staff Domain.
- Build long-term, resilient client relationships grounded in responsiveness and trust.
- Proactively monitor account health to protect retention and surface expansion opportunities.
Client Onboarding & New Account Setup
- Lead the onboarding of new client accounts in close partnership with the client.
- Coordinate IT setup and due-diligence requirements.
- Establish a clear understanding of each client’s tactical and strategic objectives.
Staff Onboarding & Operational Support
- Facilitate onboarding for new hires.
- Handle new client and staff requests, both scheduled and ad hoc.
- Provide ongoing administrative support across the account.
- Develop effective communication channels between clients and delivery teams.
Client Reviews & Reporting
- Schedule and facilitate the full client review cadence – daily/weekly check-ins, Monthly Delivery Reviews (MDRs), Quarterly Business Reviews (QBRs), and pulse surveys.
- Prepare review agendas, presentations, and supporting materials.
Requirements
What You Bring
We're looking for someone with:
- Cross-functional coordination – orchestrates HR, IT, Facilities, and Operations to deliver one seamless client experience.
- Cross-cultural, multi-time-zone stakeholder management – works effectively across global teams, bridging Manila-based delivery operations and client stakeholders.
- Hospitality-driven, white-glove service orientation – anticipates client needs, delivers highly personalized experiences, and builds long-term relationships through exceptional attention to detail and responsiveness.
- Ability to work proactively, independently, and take ownership of outcomes.
- Comfortable collaborating with clients and teams across different countries and time zones.
- Strong relationship-building skills.
- Excellent verbal and written English communication.
Benefits
Why You'll Love Working Here
- HMO, Dental, and Life Insurance for you and one free dependent from day one (with the option to enroll additional dependents)
- Paid Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversary)
- Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more!
Let’s Talk
If you’re thinking “this sounds like me”—it probably is. Click apply. We can’t wait to meet you.
Skills Required
- Minimum of 4 years' experience in Client Success, Account Management, Project Coordination, Customer Success, or related client-facing role
- Proven experience managing multiple clients, projects, or stakeholders simultaneously with strong attention to detail
- Excellent verbal and written English communication skills
- Strong relationship-building, problem-solving, and stakeholder management capabilities
- Experience working with CRM platforms and maintaining accurate client records
- Ability to work proactively, independently, and take ownership of outcomes
- Comfortable collaborating with clients and teams across different countries and time zones
- Bachelor's degree in Business, Communications, Management, or related field
- Experience within outsourcing, offshoring, staffing, recruitment, or BPO environments
- Exposure to project management methodologies or project-based client delivery
- Experience supporting US or UK-based clients
- Experience managing client retention, account growth, or upselling initiatives
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The Company
What We Do
Staff Domain is a leading offshore outsourcing and Business Process Offshoring (BPO) company that supports global businesses by providing dedicated teams for recruitment, engagement, and operational management, enabling cost savings and rapid growth.
