5,664 Client Experience jobs in the Philippines

Role Summary

The Client Experience Lead will design and oversee the full client journey — from inquiry to successful maid placement — ensuring a seamless, transparent, and AI-enhanced experience. Success means higher client retention, faster placements, and a reputation for as the most professional maid agency in the Philippines. This role sits at the intersection of operations, sales, and customer service, and is critical for scaling the business sustainably.

Responsibilities

• Map and continuously improve the client journey across web, app, and offline touchpoints.
• Set and track KPIs: response time, placement success rate, refund/replacement handling, and client satisfaction (NPS).
• Collaborate with Sales, Recruiters, and Admin teams to create consistent messaging and service standards.
• Use data (Glide analytics, CRM, AI reports) to identify friction points and propose solutions.
• Design and lead training for frontline staff to ensure a "MaidProvider-standard" experience.
• Report directly to the CEO and propose strategic improvements for growth and retention.

Qualifications

• Bachelor's degree required
  (Business, Marketing, Operations, or related).
• 3–5 years in
  customer experience, client success, or operations
  — ideally in startups, BPO, or tech-enabled services.
• Strong
  strategic thinking
  — can zoom out to design systems, not just solve one-off problems.
• Data-driven, comfortable with KPIs and reporting.
• Excellent written and spoken English and Filipino; confident communicator with clients.
• Leadership skills: able to train, coach, and align teams.
• Tech-savvy: experience with CRMs, analytics dashboards, and no-code tools (Glide, Airtable, etc.) a plus.

This role will be based out of Notified Office located on the 14th Floor, AIA Tower (formely Philam Life Tower), 8767 Paseo de Roxas, Bel-Air, Makati City. Our expectation at this time, is that you would work from our office on Tuesdays, Wednesdays, Thursdays with flexibility to work from home on Mondays and Fridays.

Job Summary: Client experience managers create positive experiences for clients throughout the life of a customer journey. Client experience manager advocates for the client's interests within the organization. They work cross-functionally to align resources, prioritize client requests, and ensure that the client's voice is heard at all levels. They execute a variety of engagement functions to improve the customer's awareness of Notified, product capabilities and to support the customer's business goals, while ensuring adherence to established company and departmental policies and procedures. This is a skilled position that requires experience with client management, a strong customer-centric mindset, and delivering value to clients as a central aspect of the approach

Essential Duties:

This role includes responsibilities for Customer engagement activities, including, but not limited to onboarding, services, product adoption, advocacy, needs assessment, up/cross selling retention, reporting etc. to drive a positive and value-driven experience for clients and foster long-term client loyalty.

• Develop a thorough understanding of Notified product offering and roadmap.

• Act as a critical connection point between Notified and the customer. Ensure the customer understands the Notified value proposition, drive adoption of the subscribed solutions, identifies areas that could negatively impact the customer health and identify areas of upsell/expansion.

• Advocate for client interests within the organization, ensuring their needs are considered in decision-making.

• Build and nurture strong, trust-based relationships with clients to foster loyalty and long-term partnerships.

• Develop and execute strategies to reduce client churn, retain existing clients, and drive Net Revenue Retention (NRR)

• Monitor and analyze client data and performance metrics to identify trends and opportunities for improvement.

• Generate reports to track client health, usage, and satisfaction, using data to make informed decisions. Monitor the health of client accounts, proactively addressing issues to maintain positive NRR.

• Evaluate the effectiveness of Customer Journeys from the perspective of customer satisfaction and willingness to recommend. Recommend workflow changes of redesigning functions around customer needs.

This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions (as covered

under the Americans with Disabilities Act) expected of an incumbent. It is not designed to cover or contain a comprehensive listing of activities,

duties or responsibilities required of an incumbent. An incumbent may be asked to perform other duties as required.

• Contribute towards Client Experience Vision, to delight and give clients the experience they need.

• Ensure the unique needs of the customer are understood and identify improvements needed to enhance business relationships, increase revenue, and exceed the customer's expectations.

• Based on assigned business initiatives, may be required to train customers for product features and best practice workflows.

• Analyze customer adoption and platform usage trends

• Oversee and undertake other activities as required to gauge customer feedback and make sure that this is used effectively. This will include surveys, one-to-one interviews and focus groups, and on-line methods of engagement.

• Drive special projects and initiatives in relation to corporate strategy and customer engagement.

Minimum Qualifications:

Education:

• Bachelor's degree from an accredited college or university with major course work in business administration, communication, project management or a related field required. Equivalent work experience in a similar position may be substituted for educational requirements.

Experience and Skills:

• Minimum 3 years in a Customer Service, Account manager, Client Success or similar role with demonstrated record of success required.
• Fluency in Mandarin (spoken and written) is required.
• Knows how to listen to a client's needs and address them appropriately, manage client expectations and communicate information properly.
• Comfortable training & interacting with clients at all levels of an organization remotely or in-person.
• Skilled communicator skills to communicate with their clients and their own team members through written and verbal means.
• Strong prioritization, organizational and time management skills.
• Strong Microsoft Office and Office 365 skills.
• Knowledge in HTML is a plus.
• Motivated, self-starter approach with prior experience working across multiple functions such as sales, service & operations, legal and finance to ensure client success.
• Prior experience with CRM systems.

Travel / Physical Demands:

No travel required. Office environment. No special physical demands required.

Who is Notified?

We believe everyone has a story to tell and we're passionate about helping people and brands amplify their stories across the globe. We are proud to be the number one provider of enterprise webcasting and investor relations, content distribution, as well as a global leader in press release distribution. Our clients have used Notified to monitor over 2 billion social media conversations and every year we run more than 100,000 events Our products are built so storytellers can do their best work. But we're not just a platform—personalized, caring service is how we operate. We add a personal touch to everything we do. We strive to deliver wisdom and insight by helping our clients reach global and targeted audiences, measure outcomes, and fulfill their commitments.

Why work for Notified?

• Global collaboration with team members in 17 countries
• Opportunities to innovate and grow
• Comprehensive health benefits and wellness programs
• Quarterly recognition awards
• Curated learning libraries offering over 8,000 free courses
• Flexibility to work from home on Mondays and Fridays
• Diversity is celebrated and supported inclusive Employee Resource Groups
• What's next? Qualified candidates will be contacted by a member of our in-house recruitment team to kick-start the recruitment process.
• At Notified we don't just accept difference - we celebrate it, support it, and build success upon it. We are proud to be an equal opportunities employer, and no part of this advertisement is intended to discriminate on any grounds.

Best In Class

• "Best Press Release Distribution Company," MarTech Breakthrough Awards
• "PR Innovation of the Year," Gold Stevie Winner, 2023 American Business Awards
• "Marketing/Public Relations Solution," Gold Stevie Winner, 2023 American Business Awards

Job Summary

The Client Experience Specialist is responsible for the entire client lifecycle, from post-sale activities like quarterly business reviews and renewals to client health initiatives. Exceptional communication, project management, and customer service skills are essential to deliver consistently positive client experiences as a dedicated client partner.

Roles and Responsibilities

• Serves as a strong advocate for our clients to ensure that Indinero maintains high customer satisfaction.
• Responsible for client renewals, ensuring that customers are provided with and utilize renewal, upsell, and expansion opportunities.
• Manages client information by preparing content and regularly updating CRM and project work items in Karbon and Hubspot.
• Collaborates with colleagues to identify ways to continuously improve and streamline our services.
• Drives progress toward business solutions that result in mutually beneficial outcomes for all parties involved.
• Serves as an escalation point for challenges that impact customer success and retention rates, and effectively escalates them further to the Director of Client Success.
• Collaborate with cross-functional teams to guarantee that customer needs are met or exceeded. This includes, but is not limited to, partnering with Sales and Service teams.
• Identify creative solutions to both client and internal challenges and promote knowledge-sharing across all internal disciplines.
• Serve as a strong advocate for a productive and empowering working environment.
• Manage multiple projects simultaneously, ensuring robust integration across the organization.
• Uphold a strong working knowledge of all services, consulting subject matter experts as needed.
• Complete other duties as assigned by management.

Required/Demonstrated Skills:

• Strong interpersonal skills and the ability to create positive environments for collaboration.
• Consultative and collaborative approach to building strong relationships.
• Partnership with clients to optimize the use of services and technology solutions, ensuring value realization.
• Willingness to support across all business functions as a dedicated team player.
• Embodiment of company culture and contribution to a positive team experience.

Qualifications

• 2+ years of experience in client success, client experience, project management, account management or a similar client service role.
• Excellent client and project management skills, with a consultative and collaborative approach.
• Impeccable written and verbal communication skills.
• Detail-oriented and analytical.
• A strong team player who thrives in a multi-tasking environment and can adjust priorities quickly.
• Consistently demonstrates a strong work ethic, a commitment to results, and a positive attitude.
• Comfortable working under pressure and skilled at creative problem-solving, setting and maintaining appropriate timelines, and communicating complex concepts to both internal and external stakeholders.
• Action-oriented, capable of driving motivation and synergy across departments to achieve overarching goals.
• Capable of leading highly effective interactions
• CRM experience
• Bachelor's degree
• Industry experience in accounting (preferred)

Job Summary

The Client Experience Specialist is responsible for the entire client lifecycle, from post-sale activities like quarterly business reviews and renewals to client health initiatives. Exceptional communication, project management, and customer service skills are essential to deliver consistently positive client experiences as a dedicated client partner.

Roles and Responsibilities

• Serves as a strong advocate for our clients to ensure that Indinero maintains high customer satisfaction.
• Responsible for client renewals, ensuring that customers are provided with and utilize renewal, upsell, and expansion opportunities.
• Manages client information by preparing content and regularly updating CRM and project work items in Karbon and HubSpot.
• Collaborates with colleagues to identify ways to continuously improve and streamline our services.
• Drives progress toward business solutions that result in mutually beneficial outcomes for all parties involved.
• Serves as an escalation point for challenges that impact customer success and retention rates, and effectively escalates them further to the Director of Client Success.
• Collaborate with cross-functional teams to guarantee that customer needs are met or exceeded. This includes, but is not limited to, partnering with Sales and Service teams.
• Identify creative solutions to both client and internal challenges and promote knowledge-sharing across all internal disciplines.
• Serve as a strong advocate for a productive and empowering working environment.
• Manage multiple projects simultaneously, ensuring robust integration across the organization.
• Uphold a strong working knowledge of all services, consulting subject matter experts as needed.
• Complete other duties as assigned by management.

Required/Demonstrated Skills:

• Strong interpersonal skills and the ability to create positive environments for collaboration.
• Consultative and collaborative approach to building strong relationships.
• Partnership with clients to optimize the use of services and technology solutions, ensuring value realization.
• Willingness to support across all business functions as a dedicated team player.
• Embodiment of company culture and contribution to a positive team experience.

Qualifications

• 2+ years of experience in client success, client experience, project management, account management or a similar client service role.
• Excellent client and project management skills, with a consultative and collaborative approach.
• Experience in accounting industry is preferred.
• Impeccable written and verbal communication skills.
• Detail-oriented and analytical.
• A strong team player who thrives in a multi-tasking environment and can adjust priorities quickly.
• Consistently demonstrates a strong work ethic, a commitment to results, and a positive attitude.
• Comfortable working under pressure and skilled at creative problem-solving, setting and maintaining appropriate timelines, and communicating complex concepts to both internal and external stakeholders.
• Action-oriented, capable of driving motivation and synergy across departments to achieve overarching goals.
• Capable of leading highly effective interactions
• CRM experience
• Bachelor's degree
• Able to work on US Shift / GY schedule

Job Summary: Client experience managers create positive experiences for clients throughout the life of a customer journey. Client experience manager advocates for the client's interests within the organization. They work cross-functionally to align resources, prioritize client requests, and ensure that the client's voice is heard at all levels. They execute a variety of engagement functions to improve the customer's awareness of Notified, product capabilities and to support the customer's business goals, while ensuring adherence to established company and departmental policies and procedures. This is a skilled position that requires experience with client management, a strong customer-centric mindset, and delivering value to clients as a central aspect of the approach

Essential Duties:

This role includes responsibilities for Customer engagement activities, including, but not limited to onboarding, services, product adoption, advocacy, needs assessment, up/cross selling retention, reporting etc. to drive a positive and value-driven experience for clients and foster long-term client loyalty.

• Develop a thorough understanding of Notified product offering and roadmap.

• Act as a critical connection point between Notified and the customer. Ensure the customer understands the Notified value proposition, drive adoption of the subscribed solutions, identifies areas that could negatively impact the customer health and identify areas of upsell/expansion.

• Advocate for client interests within the organization, ensuring their needs are considered in decision-making.

• Build and nurture strong, trust-based relationships with clients to foster loyalty and long-term partnerships.

• Develop and execute strategies to reduce client churn, retain existing clients, and drive Net Revenue Retention (NRR)

• Monitor and analyze client data and performance metrics to identify trends and opportunities for improvement.

• Generate reports to track client health, usage, and satisfaction, using data to make informed decisions. Monitor the health of client accounts, proactively addressing issues to maintain positive NRR.

• Evaluate the effectiveness of Customer Journeys from the perspective of customer satisfaction and willingness to recommend. Recommend workflow changes of redesigning functions around customer needs.

This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions (as covered

under the Americans with Disabilities Act) expected of an incumbent. It is not designed to cover or contain a comprehensive listing of activities,

duties or responsibilities required of an incumbent. An incumbent may be asked to perform other duties as required.

• Contribute towards Client Experience Vision, to delight and give clients the experience they need.

• Ensure the unique needs of the customer are understood and identify improvements needed to enhance business relationships, increase revenue, and exceed the customer's expectations.

• Based on assigned business initiatives, may be required to train customers for product features and best practice workflows.

• Analyze customer adoption and platform usage trends

• Oversee and undertake other activities as required to gauge customer feedback and make sure that this is used effectively. This will include surveys, one-to-one interviews and focus groups, and on-line methods of engagement.

• Drive special projects and initiatives in relation to corporate strategy and customer engagement.

Education:

• Bachelor's degree from an accredited college or university with major course work in business administration, communication, project management or a related field required. Equivalent work experience in a similar position may be substituted for educational requirements.

Experience and Skills:

• Minimum 3 years in a Customer Service, Account manager, Client Success or similar role with demonstrated record of success required.
• Fluency in Mandarin (spoken and written) is required.
• Knows how to listen to a client's needs and address them appropriately, manage client expectations and communicate information properly.
• Comfortable training & interacting with clients at all levels of an organization remotely or in-person.
• Skilled communicator skills to communicate with their clients and their own team members through written and verbal means.
• Strong prioritization, organizational and time management skills.
• Strong Microsoft Office and Office 365 skills.
• Knowledge in HTML is a plus.
• Motivated, self-starter approach with prior experience working across multiple functions such as sales, service & operations, legal and finance to ensure client success.
• Prior experience with CRM systems.

Travel / Physical Demands:

• No travel required. Office environment. No special physical demands required

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
• We are a global team, united by our desire to connect diverse people with common values for bolder impact.
• We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE
• At the heart of great partnerships we'll always find EMPATHY

We're looking for a self-starter, hard-working, and dedicated team member to jump in and be a key part of our Client Experience team.

In this role, you are responsible for maintaining and nurturing Boldr's Client relationships as well as developing and empowering Boldr's Team Captains to be successful in their role. You will act as a business owner taking full accountability for the success of your Client and teams, ensuring they are fully equipped to meet our commitments to our Clients and doing so with the highest level of quality.

You will help foster a healthy working environment for our team members. You will represent Boldr to our Clients and act as our internal Client across various departments. You will need to be laser-focused on our operational performance and comfortable with the management of global teams on a daily basis.

You will be responsible for day-to-day Client communication, performance reporting, training, and escalation management. Having an eye for details will be important as you'll be maintaining all Client Success tools and procedures.

Processes

• Develop and maintain an authentic relationship with all the Client and internal stakeholders.
• Execute daily and weekly reviews of our operational performance with Client stakeholders and Boldr leadership.
• Ability to work seamlessly with different departments namely: Implementation, Client Solutions, Finance, IT, People Experience and Office Operations.
• Communicating and resolving basic to complex inquiries and concerns in an accurate, valid, complete, and timely manner.
• Create and manage Client contracts such as MSAs and SLAs.
• Manage a team of Team Captains and monitor compliance against SLAs and achievement of Client KPIs.
• Design strategies and execute action plan to ensure company and client goals are met
• Partner with Team Captains to ensure documentation is constantly updated and identification of process improvements are sourced with the TC and their team.
• Facilitate Client Business Reviews in partnership with your SBU Head and organize the Boldr team to create these reviews.
• Develop, maintain, and leverage relationships and networks within the Client organization to identify and develop business opportunities
• Update Hubspot deal cards and ensure all necessary items are appropriately invoiced.
• Follow up with clients on invoicing, pricing discrepancies, and other billing-related issues.

People Management

• Supervise and develop Team Captains through guidance, observation, and performance management activities.

• As needed, joins the Team Captain on calls with the Client, team huddles or coaching sessions to stay up to date with all Client and team developments.

• This also provides an opportunity to observe the Team Captain's presentation, Client communication and coaching skills.

• Taking steps to ensure learning and growth through development plans and, when necessary, progressive counseling.

• Promote and foster a culture of continuous improvement by providing positive and constructive feedback to team members.
• Establish, promote, and maintain the Boldr culture within the organization.
• Understand employee career growth aspirations to enable matching Boldr's needs with employee abilities.
• Act as the escalation point for the Team Captains and Senior Team Captains.
• Responsible for upholding our organization's values throughout the workplace
• Monitor achievement of internal and external KPI's and ensure Operational Excellence
• Identify performance issues, conduct root cause analysis, and work with operations to improve performance on KPIs through motivating, guiding, and holding local operations managers accountable for following SLA.

Tools, Administration, and Reporting

• Familiarity with Google Suite of Services is a must for this role

• Gmail, Drive, Sheets, Slides, and Docs are used heavily in Boldr

• Experience with Hubspot is a plus.

• Maintain Client schedule (Weekly Updates, MBRs, QBRs, Implementations) and collect feedback and drive necessary actions to completion

Training

• Coordinate necessary training and best practices related to Tools and Processes
• Onboard new hires to ensure they are fully ready to succeed in their role.

Ongoing support and knowledge sharing

• Obtain feedback from Clients and team members on processes and tools to ensure continuous improvement
• Provides input and communication to drive Client Success improvement, for all Clients, enterprise-wide

You are.

• Curious and authentic, just like us #beboldr
• An analytical and critical thinker, with an eye for even the most minute of details
• Passionate about Client satisfaction
• Proactive and self-motivated
• Strongly interested in learning new ideas, processes, and unique requirements. On top of that, you're willing to share your skills and talents with the team.
• A servant leader
• Confident, yet humble
• Aware of your strengths and AFIs
• Knowledgeable but not afraid to ask questions or ask for help
• A quick learner
• Adept at giving as well as taking direction
• Responsive
• Able to understand and prepare for the impact of a simple "yes"; able to provide alternative solutions when "no" is necessary
• Able to DO and DELEGATE; understand the different circumstances where each is necessary
• Purposeful with a sense of urgency
• Able to connect with team members, Clients and internal customers
• Able to manage conflict, redirect differences towards a common goal

You have the ability to.

• Manipulate Excel or Google Sheets and will be helpful with the reporting work you'll be responsible for.
• Create and present decks with clients
• Focus on listening and understanding what other people are saying, ask questions as appropriate, and not interrupt at inappropriate times.
• Maintain an open dialogue with the organization's external and internal Client partners in both positive and negative situations.
• Read, research, and draft letters, emails,  and documents.
• Identify complex problems and review related information to develop and evaluate options and implement solutions through an efficient root cause analysis.
• Speaking in a public setting and delivering presentations to individuals and groups.
• Cope effectively with losses or rejections by moving on to other challenges and learning from past experiences.

Your experience includes…

• 3+ years in a Client facing role
• 3+ years knowledge of BPO,  Staffing, Tech, or other Business Service  Industries
• 3+ years people management experience
• 3+ years managing leadership roles
• Problem solving
• Lean Six Sigma knowledge is a plus

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
• We are a global team, united by our desire to connect diverse people with common values for bolder impact.
• We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE
• At the heart of great partnerships we'll always find EMPATHY

We're looking for a self-starter, hard-working, and dedicated team member to jump in and be a key part of our Client Experience team.

In this role, you are responsible for maintaining and nurturing Boldr's Client relationships as well as developing and empowering Boldr's Team Captains to be successful in their role. You will act as a business owner taking full accountability for the success of your Client and teams, ensuring they are fully equipped to meet our commitments to our Clients and doing so with the highest level of quality.

You will help foster a healthy working environment for our team members. You will represent Boldr to our Clients and act as our internal Client across various departments. You will need to be laser-focused on our operational performance and comfortable with the management of global teams on a daily basis.

You will be responsible for day-to-day Client communication, performance reporting, training, and escalation management. Having an eye for details will be important as you'll be maintaining all Client Success tools and procedures.

Processes

• Develop and maintain an authentic relationship with all the Client and internal stakeholders.
• Execute daily and weekly reviews of our operational performance with Client stakeholders and Boldr leadership.
• Ability to work seamlessly with different departments namely: Implementation, Client Solutions, Finance, IT, People Experience and Office Operations.
• Communicating and resolving basic to complex inquiries and concerns in an accurate, valid, complete, and timely manner.
• Create and manage Client contracts such as MSAs and SLAs.
• Manage a team of Team Captains and monitor compliance against SLAs and achievement of Client KPIs.
• Design strategies and execute action plan to ensure company and client goals are met
• Partner with Team Captains to ensure documentation is constantly updated and identification of process improvements are sourced with the TC and their team.
• Facilitate Client Business Reviews in partnership with your SBU Head and organize the Boldr team to create these reviews.
• Develop, maintain, and leverage relationships and networks within the Client organization to identify and develop business opportunities
• Update Hubspot deal cards and ensure all necessary items are appropriately invoiced.
• Follow up with clients on invoicing, pricing discrepancies, and other billing-related issues.

People Management

• Supervise and develop Team Captains through guidance, observation, and performance management activities.

• As needed, joins the Team Captain on calls with the Client, team huddles or coaching sessions to stay up to date with all Client and team developments.

• This also provides an opportunity to observe the Team Captain's presentation, Client communication and coaching skills.

• Taking steps to ensure learning and growth through development plans and, when necessary, progressive counseling.

• Promote and foster a culture of continuous improvement by providing positive and constructive feedback to team members.
• Establish, promote, and maintain the Boldr culture within the organization.
• Understand employee career growth aspirations to enable matching Boldr's needs with employee abilities.
• Act as the escalation point for the Team Captains and Senior Team Captains.
• Responsible for upholding our organization's values throughout the workplace
• Monitor achievement of internal and external KPI's and ensure Operational Excellence
• Identify performance issues, conduct root cause analysis, and work with operations to improve performance on KPIs through motivating, guiding, and holding local operations managers accountable for following SLA.

Tools, Administration, and Reporting

• Familiarity with Google Suite of Services is a must for this role

• Gmail, Drive, Sheets, Slides, and Docs are used heavily in Boldr

• Experience with Hubspot is a plus.

• Maintain Client schedule (Weekly Updates, MBRs, QBRs, Implementations) and collect feedback and drive necessary actions to completion

Training

• Coordinate necessary training and best practices related to Tools and Processes
• Onboard new hires to ensure they are fully ready to succeed in their role.

Ongoing support and knowledge sharing

• Obtain feedback from Clients and team members on processes and tools to ensure continuous improvement
• Provides input and communication to drive Client Success improvement, for all Clients, enterprise-wide

You are.

• Curious and authentic, just like us #beboldr
• An analytical and critical thinker, with an eye for even the most minute of details
• Passionate about Client satisfaction
• Proactive and self-motivated
• Strongly interested in learning new ideas, processes, and unique requirements. On top of that, you're willing to share your skills and talents with the team.
• A servant leader
• Confident, yet humble
• Aware of your strengths and AFIs
• Knowledgeable but not afraid to ask questions or ask for help
• A quick learner
• Adept at giving as well as taking direction
• Responsive
• Able to understand and prepare for the impact of a simple "yes"; able to provide alternative solutions when "no" is necessary
• Able to DO and DELEGATE; understand the different circumstances where each is necessary
• Purposeful with a sense of urgency
• Able to connect with team members, Clients and internal customers
• Able to manage conflict, redirect differences towards a common goal

You have the ability to.

• Manipulate Excel or Google Sheets and will be helpful with the reporting work you'll be responsible for.
• Create and present decks with clients
• Focus on listening and understanding what other people are saying, ask questions as appropriate, and not interrupt at inappropriate times.
• Maintain an open dialogue with the organization's external and internal Client partners in both positive and negative situations.
• Read, research, and draft letters, emails,  and documents.
• Identify complex problems and review related information to develop and evaluate options and implement solutions through an efficient root cause analysis.
• Speaking in a public setting and delivering presentations to individuals and groups.
• Cope effectively with losses or rejections by moving on to other challenges and learning from past experiences.

Your experience includes…

• 3+ years in a Client facing role
• 3+ years knowledge of BPO,  Staffing, Tech, or other Business Service  Industries
• 3+ years people management experience
• 3+ years managing leadership roles
• Problem solving
• Lean Six Sigma knowledge is a plus

Job Description
This role will be based out of
Notified Office
located on the 14th Floor, AIA Tower (formely Philam Life Tower), 8767 Paseo de Roxas, Bel-Air, Makati City. Our expectation at this time, is that you would work from our office on Tuesdays, Wednesdays, Thursdays with flexibility to work from home on Mondays and Fridays.

Job Summary:
Client experience managers create positive experiences for clients throughout the life of a customer journey. Client experience manager advocates for the client's interests within the organization. They work cross-functionally to align resources, prioritize client requests, and ensure that the client's voice is heard at all levels. They execute a variety of engagement functions to improve the customer's awareness of Notified, product capabilities and to support the customer's business goals, while ensuring adherence to established company and departmental policies and procedures. This is a skilled position that requires experience with client management, a strong customer-centric mindset, and delivering value to clients as a central aspect of the approach

Essential Duties
This role includes responsibilities for Customer engagement activities, including, but not limited to onboarding, services, product adoption, advocacy, needs assessment, up/cross selling retention, reporting etc. to drive a positive and value-driven experience for clients and foster long-term client loyalty.

• Develop a thorough understanding of Notified product offering and roadmap.
• Act as a critical connection point between Notified and the customer. Ensure the customer understands the Notified value proposition, drive adoption of the subscribed solutions, identifies areas that could negatively impact the customer health and identify areas of upsell/expansion.
• Advocate for client interests within the organization, ensuring their needs are considered in decision-making.
• Build and nurture strong, trust-based relationships with clients to foster loyalty and long-term partnerships.
• Develop and execute strategies to reduce client churn, retain existing clients, and drive Net Revenue Retention (NRR)
• Monitor and analyze client data and performance metrics to identify trends and opportunities for improvement.
• Generate reports to track client health, usage, and satisfaction, using data to make informed decisions. Monitor the health of client accounts, proactively addressing issues to maintain positive NRR.
• Evaluate the effectiveness of Customer Journeys from the perspective of customer satisfaction and willingness to recommend. Recommend workflow changes of redesigning functions around customer needs.

This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions (as covered

under the Americans with Disabilities Act) expected of an incumbent. It is not designed to cover or contain a comprehensive listing of activities,

duties or responsibilities required of an incumbent. An incumbent may be asked to perform other duties as required.

• Contribute towards Client Experience Vision, to delight and give clients the experience they need.
• Ensure the unique needs of the customer are understood and identify improvements needed to enhance business relationships, increase revenue, and exceed the customer's expectations.
• Based on assigned business initiatives, may be required to train customers for product features and best practice workflows.
• Analyze customer adoption and platform usage trends
• Oversee and undertake other activities as required to gauge customer feedback and make sure that this is used effectively. This will include surveys, one-to-one interviews and focus groups, and on-line methods of engagement.
• Drive special projects and initiatives in relation to corporate strategy and customer engagement.

Education
Minimum Qualifications:

• Bachelor's degree from an accredited college or university with major course work in business administration, communication, project management or a related field required. Equivalent work experience in a similar position may be substituted for educational requirements.

Experience And Skills

• Minimum 3 years in a Customer Service, Account manager, Client Success or similar role with demonstrated record of success required.
• Fluency in Mandarin (spoken and written) is required.
• Knows how to listen to a client's needs and address them appropriately, manage client expectations and communicate information properly.
• Comfortable training & interacting with clients at all levels of an organization remotely or in-person.
• Skilled communicator skills to communicate with their clients and their own team members through written and verbal means.
• Strong prioritization, organizational and time management skills.
• Strong Microsoft Office and Office 365 skills.
• Knowledge in HTML is a plus.
• Motivated, self-starter approach with prior experience working across multiple functions such as sales, service & operations, legal and finance to ensure client success.
• Prior experience with CRM systems.

Travel / Physical Demands

• No travel required. Office environment. No special physical demands required.

Who is Notified?
We believe everyone has a story to tell and we're passionate about helping people and brands amplify their stories across the globe. We are proud to be the number one provider of enterprise webcasting and investor relations, content distribution, as well as a global leader in press release distribution. Our clients have used Notified to monitor over 2 billion social media conversations and every year we run more than 100,000 events Our products are built so storytellers can do their best work. But we're not just a platform—personalized, caring service is how we operate. We add a personal touch to everything we do. We strive to deliver wisdom and insight by helping our clients reach global and targeted audiences, measure outcomes, and fulfill their commitments.

Why work for Notified?

• Global collaboration with team members in 17 countries
• Opportunities to innovate and grow
• Comprehensive health benefits and wellness programs
• Quarterly recognition awards
• Curated learning libraries offering over 8,000 free courses
• Flexibility to work from home on Mondays and Fridays
• Diversity is celebrated and supported inclusive Employee Resource Groups
• What's next? Qualified candidates will be contacted by a member of our in-house recruitment team to kick-start the recruitment process.
• At Notified we don't just accept difference - we celebrate it, support it, and build success upon it. We are proud to be an equal opportunities employer, and no part of this advertisement is intended to discriminate on any grounds.

Best In Class

• "Best Press Release Distribution Company," MarTech Breakthrough Awards
• "PR Innovation of the Year," Gold Stevie Winner, 2023 American Business Awards
• "Marketing/Public Relations Solution," Gold Stevie Winner, 2023 American Business Awards

Key Responsibilities:

• Serve as the primary point of contact for clients, ensuring prompt and effective communication.
• Manage client onboarding, engagement, and retention initiatives.
• Monitor client satisfaction and proactively address concerns or issues.
• Collaborate with internal teams (Operations, Sales, Support) to deliver seamless client experiences.
• Analyze client feedback to identify opportunities for process improvement.
• Develop and implement strategies to strengthen client relationships and loyalty.
• Prepare and present reports on client satisfaction metrics and service outcomes.

Qualifications:

• Bachelor's degree in Business, Management, Communications, or related field.
• At least 3–5 years of experience in client management, account management, or customer success.
• Strong interpersonal and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple accounts/projects simultaneously.
• Proficiency in CRM systems and MS Office/Google Workspace tools.

Job Types: Full-time, Permanent

Benefits:

• Company events
• On-site parking
• Staff meals provided

Application Question(s):

• How much is your expected salary?

Work Location: In person