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Director of Client Success (QC) | Hybrid

Director of Client Success (QC) | Hybrid

TASQ Staffing SolutionsQuezon City, Metro Manila, Philippines
17 days ago
Job type
  • Quick Apply
Job description

Work Location / Setup : Quezon City / Hybrid

As the Director of Client Success, is responsible for overseeing and driving strategic client relationships, ensuring satisfaction, retention, and revenue growth across multiple  accounts.  This role serves as a key executive liaison between clients and internal teams, aligning company capabilities with client objectives to drive mutual success.

  • Serve as the executive point of contact for client relationships, fostering trust, transparency, and long-term partnerships at senior levels.
  • Develop and implement client success strategies to enhance customer experience, optimize service delivery, and exceed contractual expectations.
  • Oversee and guide the Client Success team in meeting production goals, driving performance improvements, and managing key account strategies.
  • Lead business reviews, strategic planning sessions, and quarterly client meetings, presenting performance metrics and growth opportunities.
  • Partner with Operations, Quality, Training, Talent Acquisition, Workforce Management, and IT to ensure seamless service delivery and issue resolution.

Required Qualifications :

  • 15+ years of experience in the BPO or Call Center industry, with at least 7+ years in a senior

    • leadership or client success role.

  • Proven track record in managing enterprise-level clients, ensuring retention, and driving

    • revenue growth.

  • Expertise in customer care, cloud services, and emerging technologies relevant to the BPO

    • industry.

  • Exceptional ability to build and maintain executive-level relationships with clients and

    • stakeholders.

  • Strong business acumen with a strategic mindset, able to identify and act on growth

    • opportunities.

  • Ability to influence, negotiate, and lead in a fast-paced, dynamic environment.

    • Preferred Qualifications :

  • Client Success / Account Management : Proven track record of managing large, complex client relationships, particularly in the BPO space, ensuring satisfaction and retention.
  • Leadership Experience : Experience managing and leading cross-functional teams (Client Success Managers, Operations, Sales, etc.), ensuring alignment with client goals and company objectives.
  • Staff Development : Ability to mentor, coach, and upskill teams to enhance performance and client satisfaction
  • Client Retention & Satisfaction : Strong ability to build and maintain long-term relationships

    • with clients, ensuring that their needs are met and exceeded.

  • Negotiation & Conflict Resolution : Experience in handling challenging client situations,

    • resolving issues, and turning around difficult relationships.

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    Director • Quezon City, Metro Manila, Philippines