CLIENT SUCCESS ARCHITECT

CLIENT SUCCESS ARCHITECT

KMC MAG Solutions Inc
Not Specified
Not Specified

Job Description



Client Success Architect
Job Description/KPI:
FUNCTIONAL OVERVIEW
Focus on maintaining exceptional relationships with clients. Strive to improve the company's services in order to provide best-in-class customer experience possible. Aim to consistently meet or exceed the established service level agreements (SLA) with all clients. The role acts as an overall liaison between the client, KMC's management team, and all components of KMC Philippine Operations to ensure excellent service delivery. As an imperative, the role must drive successful operational build out and expansion and resolve issues and concerns by providing sound resolutions through a structured or data-driven approach, while still observing flexibility. The role maintains an effective level of business literacy and professional intuition to anticipate and address client needs.
PRIMARY ROLES AND RESPONSIBILITIES
  • To build rapport and develop a strategic relationship with client stakeholders as well as the Philippines, and grasp fully the business of the clients, and anticipate the needs to provide best-in-class customer experience. (Business-Savvy)
  • To be an effective negotiator and understand the financial capacity of the clients and KMC's business operations while providing the expected service delivery. (Financially-Savvy)
  • To learn the business model of the clients and provide value-add recommendations for the retention, growth and expansion of the clients business. (Business Intuition)
  • To maintain high level of morale and confidence in carrying out the business needs of the various clients by being an effective liaison and provide efficient resolution given the reasonable timelines. (Project Management)
  • To assume responsibility to ensure that all aspects of the client's operations are properly supported by any and all KMC departments.
  • To continually explore areas of possible expansion of the client relationship via relationships with client management and advise the sales team of the possible opportunities to expand the relationship.

ACCOUNT MANAGEMENT
  • Support the sales team to help manage, develop and grow a portfolio of Staff-leasing and Managed Services Clients
  • Carefully and continuously track monthly revenue by account and report same real time to (Ops Management)
  • Analyze Client performance and provide reports. Ensure Quarterly Business Reviews are undertaken identifying Client concerns as early as possible
  • Ensure that high occupancy rate is achieved as soon as possible within Client rooms
  • Ensure KMC receives regular Customer feedback and providing constructive feedback to Ops Management with proactive solutions / suggestions to ensure continuous improvements in workflow processes
  • Attend calls / meetings with Sales Team and Clients and provide minutes copying Ops Management
  • Undertake initiatives to enhance Account Management performance and customer satisfaction (and in turn Client retention)
  • Work with the People and Culture Department in managing initiatives to enhance employee satisfaction (and in turn Employee retention)
  • Closely monitor expiring contracts and notify Ops Management 90 days in advance of expiration
  • Participate with client teams in onboarding functions and initial program set up
  • Participate with and/or support Client visits
  • Carefully and continuously track head count versus occupancy rates and report same real time to Ops Management
  • Ensure delivery of Client requirements through internal and external support
  • Day-to-day Client relationship management
  • Leading project management activities and ensuring necessary actions are undertaken in establishing initial and continuing operations
  • Completing administrative work as required

SERVICE DELIVERY
  • Acting point of contact in conjunction with sales team for client concerns regarding service delivery, contractual obligations, sales and marketing concerns, etc.
  • Ensures that all business-related service level agreements (SLAs) are met within the specified timelines.
  • Ensures all escalations are resolved to the benefit of the business.

KPIs: (Scores are based on a scale of 1-10 with 10 being exceptional)
  • Sales Management review scores
  • Customer Satisfaction survey scores
  • Net Promoter Score (clients willing to recommend KMC)
  • Client retention rates (end of current contract renewals)
  • Support sales team in upselling additional services to client (revenue growth)

Interal Remarks: same incentive package for other CSAs and will support Alexa Nacional as well.

Job Details

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Function:

IT

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