Role Overview
The Client Services Manager (CSM) is a high-level strategic advocate and relationship manager responsible for client satisfaction, long-term retention, and identifying expansion opportunities. This is a consultative leadership role that bridges the gap between client executive expectations and offshore operational execution. The CSM serves as the primary contact ensuring that clients fully leverage IQ BackOffice's capabilities to achieve their target.
Key Responsibilities
1. Strategic Account Advocacy
- Build and maintain an excellent relationship with each client at all senior levels (CFO, Controller, Accounting Manager, etc.)
- Act as the primary strategic partner for Client Controllers and CFOs, build Trusted Advisor relationships acting as their primary escalation point for operational, structural concerns.
- Lead high-level Strategic Business Reviews (SBRs), presenting macro-trends, process transformation milestones, and long-term cost-savings data.
- Own the Client Lifecycle, from post-onboarding stabilization to long-term contract renewal.
- Maintain a deep understanding of the client's broader business goals to ensure IQ's services evolve alongside the client's growth or restructuring.
2. High-Level Process & Support
- Serve as the point of escalation for complex issues that the Operations/Delivery teams cannot resolve through standard SOPs.
- Conduct root-cause analysis on systemic relationship or process friction, designing and overseeing the implementation of structural improvements.
- Mediate high-stakes conversations between client stakeholders and internal Ops leadership to find structural solutions to systemic relationship or recurring process friction.
- Provide guidance on ERP integrations and the in-house platforms when standard configurations require customization.
3. Growth & Value Engineering
- Develop business cases for account expansion and additional service lines.
- Identify white space within existing accounts where IQ BackOffice can provide additional value through automation or expanded service lines.
4. Strategic Liaison (The Bridge)
- Translate complex client requirements into actionable strategies for the delivery teams.
- Monitor high-level account health metrics to ensure the IQ Brand of excellence is maintained across the portfolio.
- Provide the Voice of the Customer to internal product and leadership teams to influence our service roadmap.
- Ensure the Manila & Chennai delivery hub is aligned with the client's broader corporate goals, providing context that goes beyond daily SLAs.
Required Qualifications
- Experience: At least 5 years of progressive experience in Client Relations or Account Management within the BPO/F&A sector.
- Comprehensive knowledge of Accounting cycles.
- Experience in identifying and fostering organic growth within existing accounts.
- Problem Solving: Proven ability to handle Level 3 complex problem-solving where no standard SOP exists.
- Education: Bachelor's degree in Finance, Accounting, or Business.
- Communication: Adept English communication and negotiation skills, tailored for US-based stakeholders.
- Shift: Ability to work US Business Hours (Night Shift)
