Location: National Capital Region, Manila, Philippines
Department: Client Engagement / Operations
Reports To: Director of Client Engagement or VP of Operations
Job Overview:
We are seeking a highly organized, strategic, and results-driven Client Engagement and Operations Manager to join our team. In this role, you will be responsible for overseeing and optimizing the operational processes that support HiPaaS driven initiatives for our client. You will collaborate with cross-functional teams, including senior executives, customer success, and product management, to ensure seamless execution of client-facing initiatives. Your goal will be to improve the efficiency and effectiveness of client interactions, drive client satisfaction, and contribute to the overall success of HiPaaS’s client engagement strategy.
Key Responsibilities:
1. Client Engagement Strategy Support:
· Assist in the development and execution of client engagement strategies and initiatives across various stages of the client lifecycle.
· Work closely with senior leadership to understand client needs and business goals to ensure alignment with operational processes.
· Monitor and assess client engagement metrics, ensuring continuous improvement in engagement touchpoints.
2. Operations & Process Optimization:
· Develop, implement, and refine processes and workflows to improve the efficiency of client activities.
· Ensure consistent and effective communication with clients by streamlining handoffs between teams (sales, customer success, support, etc.).
· Identify bottlenecks or inefficiencies in current client processes and recommend solutions for optimization.
3. Data Management & Reporting:
· Oversee the collection, management, and analysis of project activities.
· Generate regular reports on client performance, providing actionable insights to leadership and cross-functional teams.
· Use data and analytics to identify trends, opportunities for improvement, and potential risks in client engagement activities.
4. Cross-functional Collaboration:
· Partner with sales, marketing, and customer success teams to align on client engagement goals and ensure smooth execution of client-facing initiatives.
· Support the creation of training materials and best practices for internal teams to improve project outcomes.
· Act as the main point of contact for internal teams for all operational questions related to the client.
5. Client Relationship Management:
· Work alongside the Client Success team to ensure that clients' needs are met in a timely and efficient manner, providing support in client escalation and resolution when needed.
· Develop and maintain strong relationships with key clients, ensuring their expectations are exceeded throughout the engagement lifecycle.
· Provide feedback to internal teams based on client feedback and engagement data to refine client-facing processes.
6. Project Management:
· Lead and manage client engagement projects, ensuring they are delivered on time, within scope, and meet client satisfaction standards.
· Coordinate between multiple departments to ensure the successful execution of client initiatives (e.g., onboarding, renewals, product launches).
· Drive continuous improvement by evaluating project outcomes and recommending changes to enhance future engagements.
Qualifications:
· Bachelor’s degree in business, operations, marketing, or a related field.
· 3-5 years of experience in operations, client engagement, or project management.
· Proven experience in developing and optimizing operational processes, especially in a client-facing environment.
· Strong project management skills, with the ability to manage multiple initiatives simultaneously and prioritize effectively.
· Exceptional communication and interpersonal skills, with the ability to build relationships with both internal teams and external clients.
· Analytical mindset with experience in data management, reporting, and using data to drive decisions.
· Proficiency with CRM software (e.g., Salesforce), project management tools (e.g., Asana, Trello), and Microsoft Office Suite or Google Workspace.
· Detail-oriented with strong problem-solving skills and a commitment to delivering results.
Preferred Qualifications:
· Experience working in a SaaS, technology, or consulting environment.
· Experience in client success or customer relationship management.
· Familiarity with client engagement platforms or tools.
· Project management certification (e.g., PMP, Agile).
Key Skills:
· Client engagement strategy
· Process optimization
· Cross-functional collaboration
· Data analysis & reporting
· Project management
· Communication & interpersonal skills
· Problem-solving & critical thinking
Why Join Us?
· Opportunity to work with a dynamic, forward-thinking team in a fast-paced environment.
· Competitive salary and benefits package.
· Professional development and career growth opportunities.
· Collaborative and inclusive company culture.
If you're passionate about improving client engagement through efficient operations and enjoy working in a collaborative environment, we’d love to hear from you. Apply today to become part of our team!
How to Apply: Submit your application with a resume highlighting relevant experience or email to admin@hipaas.com.