First Advantage
Client Manager - Philippine-based
36
eNPS Score
- Job Info
- Why First Advantage
Position Description Summary
Client Manager serve as the account holder and 1st level of case escalations. They build relationships with clients and act as their guild and advocate in every interaction with the business. As the point of contact on service delivery engagements, they educate the clients on company services and how FADV is expected to improve their business needs. Client Manager also ensures that client needs are met in a way improves customer satisfaction.
Essential Duties and Responsibilities
• Work with Account Manager on client service & delivery strategy
• WIP Management
• First point of client escalation
• Case Management Administration – Setting up packages, re-setting passwords, updating CPN’s, Adding new users
• Build and maintain relationship with clients. Guarantees quick response time to client’s queries (within 24 hours of email receipt or a same-day callback; second level POC for case- related queries or concerns. 1st level for escalation.
• Facilitates weekly/monthly/quarterly contractual meets with clients to discuss performance results; Manages Performance Summary reportorial requirements of clients
• Ensures that client needs are met in a way that improves customer satisfaction and increase profitability; provides high level update to client on process initiatives/SLA management
• Resolves customer service issues, streamline business operations, and provide support and product training
• Ensures appropriate reporting is provided to meet client requirements
• Works with client to resolve delivery issues and co-ordinate strategic communication with them
• Contribute forecast information about incoming workload (based on historical proportions and client input)
• Ad-hoc duties as required by Customer Success Director
• Minimum of 3 – 4 years working experience
• Preferably 2 years Client Manager experience is an advantage
• Strong analytical skills (adept in data mining, analysis, and presentation
• Good business acumen on company’s operations & services
• Must have a good planning & organizational skills
• With exemplary communication skills (verbal & written), negotiation/influencing skills
• Able to build strong relationships at all levels of the organization
• Must have strong problem-solving and follow-through skills and be able to work independently, interact with various levels of management
• Proficient in MS office
• Day Shift and remote work arrangement, but the candidate should be based in the Philippines
Client Manager serve as the account holder and 1st level of case escalations. They build relationships with clients and act as their guild and advocate in every interaction with the business. As the point of contact on service delivery engagements, they educate the clients on company services and how FADV is expected to improve their business needs. Client Manager also ensures that client needs are met in a way improves customer satisfaction.
Essential Duties and Responsibilities
• Work with Account Manager on client service & delivery strategy
• WIP Management
• First point of client escalation
• Case Management Administration – Setting up packages, re-setting passwords, updating CPN’s, Adding new users
• Build and maintain relationship with clients. Guarantees quick response time to client’s queries (within 24 hours of email receipt or a same-day callback; second level POC for case- related queries or concerns. 1st level for escalation.
• Facilitates weekly/monthly/quarterly contractual meets with clients to discuss performance results; Manages Performance Summary reportorial requirements of clients
• Ensures that client needs are met in a way that improves customer satisfaction and increase profitability; provides high level update to client on process initiatives/SLA management
• Resolves customer service issues, streamline business operations, and provide support and product training
• Ensures appropriate reporting is provided to meet client requirements
• Works with client to resolve delivery issues and co-ordinate strategic communication with them
• Contribute forecast information about incoming workload (based on historical proportions and client input)
• Ad-hoc duties as required by Customer Success Director
Qualifications
• Possess a bachelor’s degree or higher, any field.• Minimum of 3 – 4 years working experience
• Preferably 2 years Client Manager experience is an advantage
• Strong analytical skills (adept in data mining, analysis, and presentation
• Good business acumen on company’s operations & services
• Must have a good planning & organizational skills
• With exemplary communication skills (verbal & written), negotiation/influencing skills
• Able to build strong relationships at all levels of the organization
• Must have strong problem-solving and follow-through skills and be able to work independently, interact with various levels of management
• Proficient in MS office
• Day Shift and remote work arrangement, but the candidate should be based in the Philippines
Working at First Advantage
Overall Culture Score
4.6/5
CEO Score
Top
5%
Scott Staples
Top 5% of Similar Sized Companies on Comparably
Awards
Reviews from current employees
Our leadership team is focused on making First Advantage the best place to work at.
The transparency and openness was refreshing
The open communication, positive intent and drive to continue to grow together.
Videos
Diversity at First Advantage
Top
25%
Gender Score
As rated by current employees on Comparably
Diversity Score
As rated by current employees on Comparably
Perks and Benefits
- Health & Wellness
- Dental Insurance
- Vision Insurance
- Health Insurance
- Life Insurance
- Paid Time Off
- PTO / Vacation Policy
- Paid Holidays
- Financial Benefits
- 401K / Retirement Plan
- Tuition Reimbursement
- Employee Stock Purchase Plan
- Office Perks
- Work From Home Policy
eNPS
| 53% | Promoters |
|---|---|
| 30% | Passive |
| 17% | Detractors |
First Advantage's Employee Net Promoter Score (eNPS) is 36, as rated by 884 employees. This means 53% of First Advantage employees would encourage their friends to become coworkers today.
3 Cool Reasons to Work at First Advantage
- First Advantage is undergoing a technology transformation and is in a time of significant growth.
- The company is backed by Silver Lake Partners, the global leader in technology investing.
- It's a truly global organization with customers and teams members around the world.