Lead High-Performance Client Partnerships in a Global Talent Organization
As a Customer Experience Manager (Finance and Accounting), you will serve as the strategic bridge between global clients and operational delivery teams. This role ensures that finance and accounting service engagements perform with precision, transparency, and measurable business value.
You will guide client relationships at an executive level while ensuring operational metrics, reporting accuracy, and workforce utilization align with contractual expectations. By combining relationship management with performance governance, you will help maintain client confidence, optimize delivery outcomes, and strengthen long-term partnerships.
Your leadership will influence how client teams operate day-to-day-from performance tracking and financial accuracy to stakeholder communication and service improvement initiatives.
Job Snapshot
Employment Type: Full-time
Shift: Day Shift, Weekends Off
Work Setup: Onsite, Makati/Ortigas
Exciting Perks Await!
- Competitive Salary Package
- Prime office location in Makati and Ortigas (Easy access to MRT stations, restaurants, and banks)
- HMO coverage with free dependent upon regularization
- Day shift schedule
- Fixed weekends off
- Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
- Unlimited upskilling through Emapta Academy courses (Want to know more Visit: https://emapta.com/training-calendar/)
- 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
The Qualifications We Seek
- Bachelor's degree in Business Administration, Finance, or a related field, or equivalent professional experience
- At least 5 years of experience in Client Services or Account Management
- Exceptional communication skills across phone, email, and presentations
- Proven ability to develop and maintain cross-functional relationships
- Strong analytical, time management, and problem-solving skills
- Proactive approach to translating business value into customer success
- Willing to work onsite in Makati or Mandaluyong
Key Responsibilities
Client Management
- Build and maintain strong relationships with key client staff and customers
- Develop and implement action plans to support customer business needs
- Schedule and lead regular meetings and business reviews to ensure client satisfaction
- Serve as the primary point of contact for client requests and complaints
- Escalate issues when necessary to ensure timely resolution
- Ensure compliance with contract terms and labor laws for both company and clients
- Collaborate with Growth, Marketing, Recruitment, Finance, People and Culture, IT, Customer Enablement, Customer Engagement, and Executive Management to meet account performance goals
- Address client staff concerns through cross-functional coordination
- Lead and oversee the Internal Service Delivery Team (ISDT) to enhance customer interactions
- Meet required standards for First Response Time and Average Handling or Resolution Time
- Maintain accurate reports on seat allocation and utilization
- Review invoice-impacting data weekly to ensure full accuracy
Reporting
- Collect, analyze, and interpret performance data for client staff
- Prepare comprehensive reports and performance summaries
- Communicate insights and trends to stakeholders and senior management
- Provide actionable recommendations to improve metrics and performance
- Coordinate with internal and external stakeholders to align reporting requirements
Stakeholder Management
- Identify and engage key stakeholders to understand needs and expectations
- Maintain clear and consistent communication channels
- Communicate process updates and best practices to stakeholders
- Address stakeholder concerns proactively to strengthen relationships
- Ensure satisfaction with the Customer Experience Management (CXM) team
Other Responsibilities
- Perform administrative and operational tasks as assigned by company representatives through written or verbal instructions
Who Are We
Join Emapta, recognized as one of HR Asia's Best Companies to Work For in Asia 2025. With a 50/50 gender ratio and a culture rooted in care and empathy, you'll feel valued from day one. We're committed to growing talent and setting you up for success.
Be part of a team that showcases Filipino excellence to the world. With 20 offices across 11 countries and 1,000+ clients, you'll create real impact every day-whether you work from home or on-site. Our 100% virtual recruitment process makes it easy to get started.
At Emapta, you're not just joining a company-you're becoming part of a thriving community of 11,000+ professionals growing careers with purpose. And behind every partnership we build is a deep respect for people and the impact they make.
We place integrity at the heart of everything we do and truly value the human experience. That's why, for clients, it's a profound and transformational process that gives them the opportunity to achieve the business growth they desire.
Tim Vorbach, CEO
#EmaptaEra
