Client Success Manager

🕒 3 days ago

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Peak Support

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🤝 B2B

🏢 Enterprise

B2B • Enterprise

Peak Support is an AI-driven, award-winning business process outsourcing (BPO) company that provides customer experience and operational support to companies worldwide. They build and run multilingual CX teams delivering customer service, technical support, trust & safety/content moderation, back-office and accounting services, sales & marketing support, and Tech & AI solutions (chatbots, RPA, sentiment analysis, dashboards). With strategic locations across the Philippines, United States, Colombia and Eastern Europe, strong security certifications (PCI, SOC 2) and a data-driven approach, Peak Support helps businesses scale, reduce cost, and improve customer satisfaction.

📋 Description

• Establish and maintain a governance model for multiple client accounts within the assigned portfolio. • Lead the team by allocating resources, assigning responsibilities, coordinating, communicating, and participating in activities necessary to achieve company and client goals. • Oversee staffing, production and process improvement efforts, and program financials to ensure key objectives are met. • Ensure Peak Support’s policies, and procedures, as well as the clients, are followed. • Work alongside multiple individuals in preparing weekly, monthly, and quarterly business reviews and presenting the data to the client. • Conduct business reviews with Clients and Peak Support Executives (Weekly, Monthly, Quarterly) to evaluate historical trends and ensures that action plans are integrated into the process improvement initiatives. • Evaluate the performance of each client and partners with support members and the Cabinet (WFM Training, Quality Assurance, and Business Analytics) to implement glidepaths or cure plans for any underperforming metric or task. • Create strategic plans for process improvements, headcount planning, and other account-specific requirements. • Partner with the Client Success Executive to identify opportunities for new business with existing clients and account growth. • Remain engaged with the IT and Technology team to ensure that all tools are running efficiently (internal and client-side) and that security and compliance measures are being followed. • Help in promoting team engagement through planning, coordinating, communicating, and participating in engagement, rewards and recognition activities. • Responsible for the performance, growth, and development of all direct reports (Team Leads, Training, and Quality and other roles required to promote overall account performance).

🎯 Requirements

• Demonstrate excellent active listening and communication skills. • Are able to function in a high-pressure environment. • Provide timely solutions to clients’ problems. • Show initiative and drive when dealing with client requests. • Are flexible and adaptable to changing client needs. • Possess strong verbal, written and presentation skills. • Are self-starters, able to facilitate strategic discussions to move the account forward. • Possess excellent judgment/problem-solving skills.

🏖️ Benefits

• Health insurance • Flexible working arrangements • Professional development opportunities