CX Manager
Role Overview
The 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 Responsibilities
Serve as the go-to CX owner for strategic, high-volume accounts of the company
Directly works with the senior CX team members by absorbing repetitive and high-frequency requests
Embed into client workflows to anticipate needs and reduce reactive support volume
Coordinate with CX team members to optimize involvement as a back-up workforce
Translate client requirements into clear internal actions across departments - Operations, Growth and R&D
Identify recurring issues and implement process improvements or automation
Maintain strong client relationships while enforcing structured and sustainable workflows and compliance
Monitor account health and proactively mitigate risks
Required Qualifications
3+ years experience in Customer Experience or Account Management
Experience supporting high-volume or enterprise clients
Strong ability to manage stakeholders
Excellent communication skills (fluent English, written and verbal)
Highly organized with strong prioritization and problem-solving skills
Comfortable working in fast-paced environments
Experience in SaaS, AI, or tech-enabled services is a must
Knowledgeable in LLMS and NLPs