Client Relationship Manager

This is a remote position.

Grow your career with Australia's largest training resources provider

• Work from the comfort of your own home
• Be part of a dynamic & successful team
• Great career progression in a rapidly expanding company
• No weekend work
  
  

Role Overview

We are looking for an experienced and proactive Client Relationship Manager to manage and grow key client accounts, with a strong focus on retention and long-term relationship building. This role is essential in ensuring client satisfaction, maximizing account value, and identifying opportunities to expand the use of our products and services.

Responsibilities:

Reporting to the Customer Success Manager, your responsibilities will include:

• Build and maintain strong, long-term relationships with key clients to drive satisfaction, loyalty, and retention.
• Actively manage a portfolio of accounts, including regular outreach, business reviews, and ongoing needs analysis.
• Identify at-risk clients early and implement engagement strategies to re-establish value and reduce churn.
• Collaborate cross-functionally to address and resolve client issues, ensuring timely and effective outcomes.
• Identify opportunities to upsell or cross-sell additional services or features that meet client goals.
• Support onboarding and training of new clients, ensuring they have the tools and knowledge to succeed.
• Monitor and report on client health and activity using CRM tools, maintaining accurate and up-to-date records.
  
  

Requirements

An ideal candidate for this role will have:

• Strong background in client relationship management, account management, or customer success with a retention focus.
• Proven experience managing a portfolio of corporate or education-sector clients.
• Ability to quickly understand client needs and translate them into actionable solutions.
• Excellent interpersonal, communication, and negotiation skills.
• Results-oriented mindset with a proactive and positive approach to challenges.
• Experience in or familiarity with SMS, LMS, or vocational education/training environments is highly desirable.
• Proficient in Microsoft Office and CRM platforms (preferably Zoho CRM).
• Organised, responsive, and capable of managing multiple client accounts effectively.
  
  

Key Performance Indicators:

Productivity:

• Client Onboarding – number of clients successfully onboarded and trained per month
• Monthly Revenue Achievement – tracks revenue achievements vs revenue goals
  
  

Quality:

• Client Satisfaction Score (CSAT) – clients' satisfaction with the CRM’s support and overall customer experience.
• Client Retention Rate – percentage of clients who stay with the company after a certain period, indicating long-term satisfaction and product fit.
  
  

SLA:

• Resolution Time – percentage of clients' issues or concerns addressed within SLA.
• Monthly Follow-Up SLAs – percentage of check-ins or follow-ups with clients completed within agreed timeframe
  
  

What’s in it for You?

• Permanent work-from-home
• No weekend work
• Fast career growth & development with our internal promotion
• PHP 100,000 medical coverage for 2 dependents
• Dental and optical benefits
• Company-provided equipment
• Virtual games, events, and lunch outs

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