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Principal Duties & Responsibilities:
· Collaborate with Sales to identify and support upsell and cross-sell opportunities that bring added value to the client and the business.
· Partner with clients to develop strategic workforce plans that support their hiring and long-term growth goals.
· Monitor internal targets and KPIs for hiring, delivery performance, and retention. Identify performance risks or resourcing issues and coordinate solutions with internal stakeholders.
· Track client account margins, analyse trends, and make recommendations to drive financial growth and operational optimisation.
· Participate in strategic review sessions with clients and internal leaders to ensure alignment of expectations and business objectives.
· Support the ongoing improvement of client-related processes and communication flows.
· Serve as a senior escalation point for issues impacting client satisfaction or strategic partnership.
· Perform other duties as assigned related to client experience, account performance, and service delivery health.
Qualifications & Skills:
Required:
· 2+ years in client-facing B2B, account management, or international sales roles
· 3+ years in team leadership or performance management positions
· Bachelor’s degree in a relevant field
· Fluency in English (spoken and written)
· Strong organizational and problem-solving skills
· Excellent emotional intelligence and stress tolerance
· Analytical thinking and data-driven decision-making
Preferred:
· Experience conducting interviews and managing cross-functional projects
· Technical literacy to navigate CRM, dashboards, and reporting tools
· Background working in outstaffing, outsourcing, or professional services environments
Collaboration & Impact:
This role requires close collaboration with internal Delivery, Recruitment, Finance, and Training teams to ensure client satisfaction and the achievement of company-wide performance targets. The CSM acts as a strategic connector between client needs and operational capacity.
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