As the Client Success Manager, you will oversee a strategic portfolio of high-value client accounts, ensuring that our clients receive exceptional service, while driving process improvements and maximizing financial outcomes. You will oversee operations, build and manage client relationships, manage financial performance, and engage and develop the teams that report to you. Your role will be critical in strengthening relationships with key client stakeholders, ensuring the long-term success and growth of accounts, and fostering a culture of excellence and financial stewardship across teams.

Key Responsibilities:

Operations:

• Lead operations for a one large account or a portfolio of smaller client accounts, with the support of the Client Success Executive you report to 
• Gain a deep and data-driven understanding of the accounts you manage. Drive initiatives for continuous improvement across the client lifecycle, using data and analytics to enhance efficiency and client satisfaction. 
• Set and monitor operational KPIs for the client accounts, developing plans to improve when performance dips below goal 
• Ensure compliance with company policies, industry regulations, and client-specific requirements 
• Allocate resources such as Trainers and QA analysts across multiple teams to achieve client, financial, and operational goals 

Client Relationships & Account Management: 

• Foster and strengthen long-term relationships with clients, gaining a deep understanding of their evolving needs and providing proactive solutions to their challenges 
• Maintain executive-level communication with clients, deftly handling escalations and other challenging issues 
• Working with your Client Success Executives, prepare and present detailed business reviews, showcasing trends, financial performance, and actionable insights. 
• Identify opportunities for account expansion, cross-selling, and upselling  

Financial Management:

• Review financial reports to track account profitability, budget adherence, and overall client health, and develop improvement plans where necessary.  
• Ensure financial performance is continuously analyzed and aligned with broader organizational goals 

Team Engagement & Development: 

• Lead team-building activities and recognition programs, ensuring team members feel valued, appreciated, and connected to Peak Support.  
• Cultivate a culture that supports and encourages team members while maintaining accountability and high standards of performance 
• Provide coaching and mentorship to the Team Leads who report to you 

Peak Support and our Work-from-Home PLUS model 

At Peak Support, we are dedicated to providing exceptional service to our clients and an exceptional work environment for our team members. 

We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry. 

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth. Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members. 

Qualifications: 

• Minimum of 2-3 years of experience leading customer service operations teams as a Team Lead, Supervisor, or Operations Manager.  
• Proven track record of successfully managing client accounts, building great relationships with clients and delivering exceptional operational performance  
• Ability to identify new and creative solutions to operational challenges, even solutions that haven’t been implemented before, all with the objective of “Aiming for WOW!”  
• Exceptional verbal, written, and presentation skills  
• High adaptability and ability to respond effectively to changing business needs  
• Strong problem-solving skills with an emphasis on proactively identify opportunities to improve performance  
• Bachelor’s degree in Business, Finance, Management, or a related field preferred
• Luzon-based candidates preferred