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Wing Assistant

Posted 11 months ago

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Client Relations Coach

Metro ManilaHybridFull-time

AI Summary

Coaches and develops Customer Success Managers to improve client satisfaction and retention through quality reviews, coaching plans, and training delivery across hybrid/US night shift schedules.

About this role

About the Role:
We are seeking a Client Relations Coach to develop, support, and elevate the performance of our Customer Success Managers (CSMs). This role combines coaching, quality assurance, and training delivery to ensure our CSMs are equipped to drive long-term client success.
The ideal candidate has prior experience coaching CSMs or similar client-facing roles and brings a structured approach to performance improvement. Former BPO trainers with a strong QA background are welcome to apply.

Key Responsibilities

  • Coach and mentor Customer Success Managers (CSMs) to improve customer satisfaction, retention, and relationship management
  • Conduct quality reviews on customer interactions (calls, emails, task updates) and provide detailed feedback
  • Develop and deliver coaching plans tailored to individual performance metrics and team goals
  • Collaborate with leadership on team skill development, training needs, and continuous improvement
  • Lead training sessions and skill refreshers to reinforce best practices and performance standards
  • Maintain standardized coaching documentation and feedback tools
  • Track, report, and analyze coaching effectiveness and performance trends

    • Candidate Requirements

  • Experience coaching Customer Success Managers, Account Managers, or similar roles
  • Solid foundation in quality assurance and structured feedback delivery
  • Former BPO trainers with QA and client-facing experience are strongly encouraged to apply
  • Excellent communication, facilitation, and coaching skills
  • Familiarity with CRMs and performance coaching tools
  • Must be able to work in a hybrid setup and align with a US time zone (night shift) schedule
  • Must present original coaching/training materials during the hiring process

    • Hiring Requirement – Simulation & Mock Deck

  • Conduct a mock training simulation (live)
  • Present a self-made presentation deck on the following topics:
  • “What is a Customer Success Manager?”
  • “How to Be a Successful CSM”
    • This simulation will be used to assess facilitation skills, structure, clarity, and relevance of content.

    Skills

    Call And Email Quality AssessmentCoachingCoaching PlansContinuous ImprovementCRM FamiliarityData Tracking And ReportingFeedback DeliveryHybrid WorkLeadership CollaborationMentoringPerformance MetricsQuality AssuranceQuality Review Of Customer InteractionsSimulation And Mock Deck FacilitationStandardized Coaching DocumentationTask UpdatesTraining DeliveryTraining MaterialsUS Time Zone Alignment

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