You will provide the best service to our partner brands by performing these tasks:

iCARE PROGRAM ADMINISTRATOR  

• In charge of the overall administration of the iCARE program for new accounts.  
• Schedule 1:1 sessions with clients to support departments. 
• Prepare and provide minutes of the meeting and lists of agreements with all parties involved.  
• Monitor the compliance of the support department with the agreements set to the new account. 
• Partner with all support departments in ensuring customer satisfaction with all new accounts.  
• Prepare and submit monthly iCARE status reports to ISW management.  
• Partner with the Project Manager in ensuring that all activities in the Gantt chart will take place.     

B2B SALES AND ACCOUNT GROWTH 

• Identify operational opportunities that will drive the need to grow additional HC and LOBs in ISW.   
• Proactively identify opportunities to upsell ISW services to clients based on their needs and goals.  
• Consistently pitch and follow up recommendations on client’s business growth at ISW. 
• Anticipate and plan how to properly handle the client’s objections in favor of ISW.  
• Escalate contract negotiations, renewals, and amendments to VP of Client Services.   

CLIENT MANAGEMENT AND CONCIERGE SERVICES FOR VIP, LARGE, AND DORMANT ACCOUNTS 

• Serve as ISW’s main point of contact for VIP clients, large accounts (accounts with 16-up HC), and dormant accounts. 
• BCP for small (clients with 1 – 5 HC) and medium accounts (accounts with 6 – 15 HC).  
• Build and maintain strong and continuous partnerships with the clients through regular touch bases (WBR). 
• Ensure customer satisfaction is reflected in the results of the CSAT survey sent to the clients.  
• Set calendar invites, copy furnished required departments, to set monthly meetings with the clients.  
• Prepare and provide minutes of the meeting and/or meeting action items. 
• Collaborate with ISW departments to address the concerns of the clients.  
• Provide timely feedback to clients regarding the status of concerns raised.  
• Conduct monthly touch bases with the offshore leaders to become aware of the performance, situation, and/or needs of the offshore team. 
• Partner with the offshore leaders and monitor the performance of the offshore team. 
• Prepare reports and decks relevant to the client’s expectations.  
• Ensures retention of partnership between clients and ISW.    

CSM DATABASE MONITORING AND COMPLETION 

• Create dossiers for all new accounts which will be the repository of all information and data about the account.  
• Encode and update VIPs, large accounts, and dormant accounts data in the CSM database.  
• Ensure completeness and accuracy of new and existing client data in the client database and/or Odoo.  
• Encode and update the status of action items that transpired every after BR (Business review) in the CSM database.  
• Report any issues and concerns in the use of ISW’s CSM database. 
• Propose possible improvements necessary to improve the CSM database.   

BUSINESS ACUMEN 

• Understand the client’s business ecosystem.  
• Able to identify possible issues/concerns based on the offshore team’s performance. 
• Stay updated with the industry trends, market situations, and competitor activities that may affect the client’s business.  
• Provide guidance, and offer solutions and recommendations to maintain or improve the business of the clients.