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Responsibilities
Role OverviewThe CX Manager is a Philippines-based, forward-deployed role responsible for managing high-demand, strategic client accounts. This role ensures that large-volume clients are supported effectively.Acting as an embedded partner, the CX Manager works alongside with the CX Engineer, absorbs operational load, streamlines workflows, and proactively manages client needs and enables the organization to scale while maintaining high service quality.Key ResponsibilitiesServe as the go-to CX owner for strategic, high-volume accounts of the companyDirectly works with the senior CX team members by absorbing repetitive and high-frequency requestsEmbed into client workflows to anticipate needs and reduce reactive support volumeCoordinate with CX team members to optimize involvement as a back-up workforceTranslate client requirements into clear internal actions across departments - Operations, Growth and R&DIdentify recurring issues and implement process improvements or automationMaintain strong client relationships while enforcing structured and sustainable workflows and complianceMonitor account health and proactively mitigate risksQualifications3+ years experience in Customer Experience or Account ManagementExperience supporting high-volume or enterprise clientsStrong ability to manage stakeholdersExcellent communication skills (fluent English, written and verbal)Highly organized with strong prioritization and problem-solving skillsComfortable working in fast-paced environmentsExperience in SaaS, AI, or tech-enabled services is a mustKnowledgeable in LLMS and NLPs
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