The Client Success Officer is a customer and client-facing role focused on the overall onboarding experience and client Lifecyle of the Outsourced Business Partners and stakeholders. The CSO is a cross-functional position within the support and services team, collaborating with numerous internal departments including Admin, Sales, Finance and Accounts, and IT Team to deliver a high-level & quality experience with our customers and partners throughout their engagement with the organization.
Qualifications:
Onboarding
• Serves as a main point of contact to assigned portfolios under Client Success Professional Services Team
• Drive the engagement and relationship across portfolio of assigned clients 25 - 40.
• Develop expertise in your industry (IT, Prof, Finance) to better serve the assigned portfolios.
• Conducts 2nd layer of KYC to understand the client business where growth is possible. Ie. Current organizational count, business units, team available etc.
• Understanding client's needs, responsibilities, industry and business to best position Outsourced in support of client's initiative.
• Collaborate and work with the team internally regularly to ensure all onboarding expectations and/or experiences are clearly communicated between the departments, current & potential issues are communicated.
Retention
• Ensure feedback and insights are communicated internally across the department heads (IT, Finance, Recruitment, HR and Sales)
• Maintain a high level of engagement and continuously building and establishing work relationship with portfolios focusing on, nurturing and ultimately growth and retention.
• Conducts and schedules periodic calls with the client to ensure to discuss current and ongoing issues and concerns, progress and action plan.
• Facilitating and helping address staff performance related issues and concerns through the PIP (Performance Management Program).
• Responsible for monitoring client contracts and raising/ advising Legal services for any account renewals of contracts.
• Assess and action clients' immediate needs as well as proactively identifying risk & potential requirements and its processing.
• Work with the CS Manager and team to communicate all escalation to applicable internal teams in order to resolve issues and escalations.
• Initiate and manage regular staff performance review (probation, quarterly and annual review). Initiating possible salary or charge-out increases aligned with the current market and industry standards.
• Provides regular updates on the client regarding holidays and any activities that may impact the business operations such as internet connectivity issues, audit processes, PMS etc.
• Processes staffing requirements by first checking the market rate and then processes job order creation to commence the recruitment process.
• Managing or facilitating client's requirements (standard and non-standard)
1. Equipment upgrade request – with Admin and IT
2. Travel requirements – with Admin and HR
3. Freight and logistics requirements – with Admin
4. AR related request for Invoicing – with Finance Team
5. Additional reporting the client may require such as leave report, asset and inventory report.
6. Performing task while ensuring and keeping track of Outsourced CS processes to avoid or minimize errors or omissions
Work Schedule
7AM to 4PM or 5PM to 2AM PH Time