Client Relationship Manager

Make your next big career move by applying as KMC Solutions’ next CLIENT SUCCESS ARCHITECT!

The Client Success Architect (Account Management) at KMC is focused on maintaining exceptional relationships with Clients to provide best-in-class client experience. Our CSAs act as the overall liaison between the Client and all components of KMC’s Talent as a Service internal operations to ensure excellent service delivery. As an imperative, the role must drive successful operational build-out and expansion and resolve issues and concerns by providing sound resolutions through a structured or data-driven approach, while still observing flexibility.



The main responsibilities of a CLIENT SUCCESS ARCHITECT include:

To build rapport and develop a strategic relationship with client stakeholders, fully grasp the business of the Clients, and anticipate the needs to provide a best-in-class client experience
To assume responsibility for ensuring that all aspects of the client’s operations are properly supported by any KMC departments
To continually explore areas of growth and advise the sales team of the possible opportunities to expand the relationship


Key Tasks:

Day-to-day account and Client relationship management
Analyzing account performance and providing reports specifically Quarterly Business Reviews
Ensure KMC receives regular Client feedback and provides constructive feedback to Ops Management with proactive suggestions
Attend calls/meetings with the Sales Team and Clients and provide minutes copying Ops Management
Undertake initiatives to enhance Account Management performance and client satisfaction (and in turn Client retention)
Work with the People and Culture Department in managing initiatives to enhance employee satisfaction (and in turn Employee retention)
Guide the Client in onboarding functions and initial program setup
Participate in and/or support Client visits
Leading project management activities as required
Completing administrative work as required


Highlights and Perks of the Job:

You’ll be interacting with key players such as C-level executives from enterprise-level organizations which can expand your network
Independent decision-making and flexibility on how to accomplish the job.
Exciting performance-based incentives


Main Challenges:

Stress and urgency caused by an upset Client if something goes wrong
Maintaining a high level of Client satisfaction without compromising the company’s standards.
Admin tasks and time management


KPIs: (Scores are based upon a scale of 1-10 with 10 being exceptional)

Client retention rate
Client escalation rate
Client relationship management
ERP Maintenance
Quarterly Business Review Presentations
CSAT Client Participation Rate