Client Relationship Manager

Description:

We’re hiring a Client Relationship Manager to build and maintain strong client partnerships, drive satisfaction, and support business growth. If you have proven experience in client management and a passion for fostering lasting relationships, we’d love to hear from you!

Key Responsibilities

Client Relationship Management

• Serve as the main point of contact for assigned BPO clients.
• Build strong, long-term relationships with client stakeholders through regular communication and business reviews.
• Understand client goals, expectations, and pain points to proactively provide solutions.
• Handle escalations, concerns, and service issues in a timely and professional manner.

Service Delivery & Performance Oversight

• Ensure operational teams meet agreed SLAs, KPIs, and quality standards.
• Monitor performance reports related to productivity, quality, attendance, and customer satisfaction.
• Partner with Operations, Quality, Training, and Workforce teams to address gaps and drive continuous improvement.
• Facilitate regular client performance reviews (weekly, monthly, or quarterly).

Coordination & Internal Alignment

• Act as the bridge between clients and internal teams to ensure alignment on deliverables, priorities, and timelines.
• Communicate client updates, process changes, and expectations clearly to operations.
• Support onboarding of new clients and smooth transition of new programs or expansions.

Reporting & Communication

• Prepare and present performance reports, insights, and action plans to clients.
• Ensure accurate documentation of client requirements, process changes, and commitments.
• Maintain clear records of client communications and agreements.

Growth & Retention

• Identify opportunities for account growth, upselling, or service expansion.
• Support contract renewals and assist leadership with pricing or scope discussions.
• Drive client satisfaction and retention through consistent service excellence.