Director of Client Success (QC) | Hybrid

Work Location/Setup: Quezon City / Hybrid

As the Director of Client Success, is responsible for overseeing and driving strategic client relationships, ensuring satisfaction, retention, and revenue growth across multiple accounts. This role serves as a key executive liaison between clients and internal teams, aligning company capabilities with client objectives to drive mutual success. 

• Serve as the executive point of contact for client relationships, fostering trust, transparency, and long-term partnerships at senior levels. 
• Develop and implement client success strategies to enhance customer experience, optimize service delivery, and exceed contractual expectations.
• Oversee and guide the Client Success team in meeting production goals, driving performance improvements, and managing key account strategies.
• Lead business reviews, strategic planning sessions, and quarterly client meetings, presenting performance metrics and growth opportunities.
• Partner with Operations, Quality, Training, Talent Acquisition, Workforce Management, and IT to ensure seamless service delivery and issue resolution.

Required Qualifications:

• 15+ years of experience in the BPO or Call Center industry, with at least 7+ years in a senior
  leadership or client success role.
• Proven track record in managing enterprise-level clients, ensuring retention, and driving
  revenue growth.
• Expertise in customer care, cloud services, and emerging technologies relevant to the BPO
  industry.
• Exceptional ability to build and maintain executive-level relationships with clients and
  stakeholders.
• Strong business acumen with a strategic mindset, able to identify and act on growth
  opportunities.
• Ability to influence, negotiate, and lead in a fast-paced, dynamic environment.

Preferred Qualifications: 

• Client Success/Account Management: Proven track record of managing large, complex client relationships, particularly in the BPO space, ensuring satisfaction and retention.
• Leadership Experience: Experience managing and leading cross-functional teams (Client Success Managers, Operations, Sales, etc.), ensuring alignment with client goals and company objectives.
• Staff Development: Ability to mentor, coach, and upskill teams to enhance performance and client satisfaction
• Client Retention & Satisfaction: Strong ability to build and maintain long-term relationships
  with clients, ensuring that their needs are met and exceeded.
• Negotiation & Conflict Resolution: Experience in handling challenging client situations,
  resolving issues, and turning around difficult relationships.