Partner Experience Manager

Cebu City, Cebu
Permanent
Full-time

3 days ago

About the job Partner Experience ManagerTransform workflows, lead teams, and elevate client partnerships-that's what you'll do here.Hi! We're Smartsourcing, and we're on the hunt for a full-time, onsite PX Maestro to orchestrate client success. From onboarding and training to KPIs and process improvements, you'll make sure everything runs like clockwork-and have fun doing it.Where? JEG Tower, Archbishop Reyes, Corner Acacia St., Barangay Kamputhaw, Cebu City, 6000 CebuAbout the Role of Partner Experience ManagerAs a Partner Experience Manager (or as we like to call it, PX Maestro), you'll be the driving force behind ensuring our clients extension office in Cebu runs like a well-oiled machine. You'll oversee project plans, client-specific training, and process documentation, ensuring all KPIs and SLAs are met. Think of yourself as the conductor of the customer experience orchestra-except cooler, because you'll have access to cutting-edge tools and a team that's as passionate as you are.Key Responsibilities

Draft Master Services Agreements (MSA) and Position Descriptions (PD) based on client needs.
Lead client onboarding, including intro meetings, documentation, and action item tracking.
Develop and execute training plans, ensuring trainees are equipped with the right skills and knowledge.
Monitor KPIs and SLAs, providing daily, weekly, and monthly performance reports.
Manage client communication, including weekly updates, monthly invoices, and payment follow-ups.
Oversee team performance, conduct annual reviews, and ensure engagement in company activities.
Collaborate with the Information Management team for ServiceDesk and PowerBI setup.
Continuously improve processes and workflows to enhance efficiency and client satisfaction.

About YouMust-Have Qualifications

At least 3 years of experience in Client Relations, Business Development, or Process & Systems Development.
Proficiency in Microsoft Office, GSuite, and other computer applications.
Experience in documenting workflows and processes.
Strong client engagement and communication skills.
Basic phone customer service training and workshops.
MBA or equivalent supervisory/management experience is preferred.

Bonus Points for

Have outstanding interpersonal and leadership skills.
Are a strategic thinker with strong analytical and reasoning abilities.
Can work efficiently under tight deadlines with minimal supervision.
Believe that good enough is never good enough.

BenefitsStep Into the Smartsourcing ExperienceSmartsourcing was created with one mission: to change lives. We're here to ensure that businesses flourish and, just as importantly, that every member of the crew is inspired, supported, and set up to thrive. For the fifth year running, we've been recognized as one of HR Asia's Best Companies to Work For. This award isn't just a title--it's a testament to our commitment to making Smartsourcing an incredible place to build a career.Why You'll Love Working HereAt Smartsourcing, we believe the best work comes from people who feel seen, heard, and valued. That's why we're all about fostering an environment where you can be your true self. We take pride in being certified as a Great Place to Work, because we know that when you love where you work, extraordinary things happen. Here's just a glimpse of what we offer:

5-day Christmas Leave (unwrap real time off)
Healthcare from Day 1 for you and your family (because healthcare matters)
Free lunch and barista-crafted coffee daily (we take our caffeine seriously)
Night shift differential for evening schedules
Subsidized gym membership and sports wellness clubs including hiking and free-diving
Smartsourcing Exclusives (deals made just for you)
Themed BFFs, monthly knockoffs, summer parties
Community give-back programs and personal development workshops
And so much more!

We're not just another outsourcing company. We're building something that actually matters here a place where good work meets good culture.Take the baton and lead our partners to success-apply now to start orchestrating something brilliant together!

Smartsourcing

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