Account Manager Customer Experience

Drive Client Success and Build Lasting Business Relationships

Emapta is a leading offshoring provider bridging top talent with global businesses while ensuring transparency and control. With 20 offices in 11 countries and a 9300 strong workforce they have spent 14 years redefining outsourcing with seamless workforce extensions tailored to clients needs. We offer a peoplefirst culture premium benefits and worldclass infrastructure making them the top choice for professionals seeking growth stability and international exposure in the offshoring industry.

Be Part of Something Bigger Your Role in the Team

Be part of our client s team as a Customer Experience Manager where you will be at the forefront of building strong client relationships driving customer satisfaction and ensuring seamless service delivery. Your expertise in client management reporting and stakeholder engagement will play a crucial role in shaping customer success.

Your Career at a Glance

Client Management

• Build and maintain strong relationships with key client staff and customers.
  
• Develop and implement action plans to support customers business needs.
  
• Schedule and lead regular meetings and business reviews to ensure client satisfaction and a positive experience.
  
• Serve as the primary point of contact for client requests and complaints escalating issues as needed.
  
• Ensure compliance with contract terms and labor laws for both the company and its clients.
  
• Collaborate with departments such as Growth Marketing Recruitment Finance People and Culture IT Customer Enablement Customer Engagement and Executive Management to meet account performance goals and address client staff concerns.
  
• Lead and oversee the site Internal Service Delivery Team (ISDT) to enhance daily customer interactions.
  
• Meet required standards for First Response Time and Average Handling/Resolution Time.
  
• Maintain accurate seat allocation and utilization reports.
  
• Spearhead invoice review initiatives by assessing invoiceimpacting data weekly to ensure 100% accuracy.
  

Reporting

• Collect analyze and interpret performance data to create comprehensive reports on client staff performance.
  
• Communicate insights and trends effectively to stakeholders and senior management.
  
• Provide actionable recommendations to improve key metrics and overall performance.
  
• Work closely with internal and external stakeholders to align reporting needs and preferences.
  

Stakeholder Management

• Identify and engage key stakeholders to understand their needs and expectations regarding client staff performance and customer satisfaction.
  
• Maintain clear and consistent communication channels to keep stakeholders informed about process updates and best practices.
  
• Proactively address stakeholder concerns to foster strong relationships and ensure satisfaction with the Customer Experience Management (CXM) Team.
  

Other Responsibilities

• Perform administrative and nonadministrative tasks as assigned by company representatives through written or verbal instructions.
  

Requirements

What Your Skills and Expertise Are

We re looking for a customerfocused resultsdriven leader with:

• A Bachelor s degree (BS or BA) or equivalent work experience.
  
• At least 3 years of experience in Customer Success or Account Management.
  
• Exceptional communication skills in phone email and presentations.
  
• Proven ability to develop and maintain crossfunctional relationships.
  
• Strong analytical time management and problemsolving skills.
  
• A proactive approach to translating business value into customer success.
  

Benefits

Perks That Take Your Career to the Next Level

• HMO coverage with free dependent upon regularization
  
• Competitive Salary Package
  
• Hybrid work arrangement
  
• Prime office location (Easy access to MRT stations restaurants and banks)
  
• Unlimited upskilling through Emapta Academy courses (Want to know more Visit )
  
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
  
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts and more!)
  
• Unlimited opportunities for employee referral incentives across the organization
  
• Standard government and Emapta benefits
  
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
  
• Fun engagement activities for employees
  
• Mentorship and exposure to global leaders and teams
  
• Career growth opportunities
  
• Diverse and supportive work environment
  

Welcome to Emapta Philippines!

Join a team that values camaraderie excellence and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024 Emapta stands proudly alongside industry giants offering stability and exciting career opportunities. Your career flourishes here with competitive compensation international clients and a work culture focused on collaboration and innovation. Work with global clients across industries supported by a stable foundation and likeminded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra!