Customer Experience Manager with Finance Background
Smartsourcing, Philippines

You will be the focal point for successfully implementing the client’s extension office in Cebu, project plans, client-specific training, processes, procedures, and meeting deliverables within the Service Level Agreement (SLA) and timeline. You will have to ensure that all required KRA’s/KPIs are followed and achieved. You will also organise and coordinate office operations and procedures to ensure organisational effectiveness and efficiency between the clients and Smartsourcing’s Cebu team.

• Onboard new partners, conduct kickoff meetings and guide them through the discovery and implementation processes.
• Collaborate with cross-functional teams such as account management, learning amp; growth, talent acquisition, technology experience, people amp; culture to ensure a smooth transition and effective adoption of Smartsourcing’s processes and services.
• Prepare client migration plan detailing the timeline including classroom-type training, process shadowing, supervised processing, independent processing, soft-cutover and hard-cutover.
• Ensure the success and satisfaction of our partners through our collaboration.
• Understand partners’ goals, challenges, and needs and develop strategies to help them achieve their desired outcomes.
• Proactively engage with partners to provide ongoing support, address any issues or concerns, and identify opportunities for expansion and development.
• Serve as partners’ trusted advisor, offering best practices, insights, and recommendations to maximise their return on investment and drive partner loyalty.
• Monitor partner health metrics, such as usage patterns and reported issues to identify potential risks or areas for improvement.
• Leverage partner health metrics to proactively reach out to partners, offer custom recommendations and prevent churn.
• Collaborate with the account management team to identify growth opportunities, leveraging a deep understanding of partners' needs and requirements.
• Nurture strong relationships with partners to drive revenue growth and achieve the business’ retention and growth targets.
• Review and monitor all invoicing requirements and ensure on-time collection of payments.
• Oversee completeness and updates on the documentation of the partners’ workflows and policies to ensure quality output and positive customer experience.
• Develop associates and team leads to become A players through communication and collaboration.

Requirements

• A graduate of Bachelor of Science in Accountancy, preferably a CPA
• A minimum experience of 5 years from accounting amp; finance shared-service centre (SSC) or business process outsourcing (BPO) at either supervisory or managerial level.
• Experience in the end-to-end accounting process, month-end closing, year-end closing
• Solid knowledge in internal controls from Master Data Management, General Ledger, Intercompany, A/R and A/P
• Has implemented continuous improvement or Kaizen projects
• At least trained in Lean Six Sigma Green Belt, must be yellow belt certified
• Hands-on knowledge in capacity and utilization planning
• At least 5 years of Client Relations, Stakeholder Management, Business Development, and Process amp; Systems Development experience or similar
• Hands-on experience in Xero, Quickbooks or large-scale ERP systems Oracle, SAP
• Working knowledge in financial analysis such as ratio, vertical and flux
• Proficiency with Microsoft Office, GSuite and other computer applications
• Experience in documenting workflows, work instructions and processes
• Experience in constant client engagement and communication including issue resolution
• Must have undergone basic phone customer service training and workshops

• Outstanding interpersonal skills
• Strong initiative skills, working both independently and as part of a team
• Excellent skills in teamwork, leadership and communication
• Aggressive strategist with proven ability to close deals via strong and persuasive closing skills
• Strong attention to detail and accuracy
• Ability to work efficiently on simultaneous assignments under tight deadlines with minimum supervision
• Professional self-starter, high level of motivation, customer empathy and ethics
• Strong analytical and reasoning abilities
• Demonstrated success in building trust and maintaining long-term relati

Job Rewards and Benefits