ABOUT THE COMPANY:

• One Engine is the infrastructural support group of AHG Lab Philippines, the largest venture studios in the Philippines (****), which offers back-office solutions designed to ease the burden faced by startups and SMEs in managing their corporate administration, finance and human resource tasks.
• At One Engine, we understand the critical role that efficient Finance and HR operations play in the success of your business. Our mission is to streamline these essential functions, allowing you to focus on what you do best— growing your business.

JOB SUMMARY:

• The HR Admin is responsible for managing payroll and overseeing compensation and benefits (CompenBen) programs across multiple entities in a shared services environment. This role ensures accurate and timely payroll processing, compliance with Philippine labor laws, and effective administration of benefits programs. The position also involves supporting regulatory compliance and maintaining high standards of confidentiality and efficiency.
• The Client Experience Manager is responsible for overseeing and enhancing every stage of the client journey—from onboarding to retention. This role demands a strategic and empathetic leader who can drive customer satisfaction, loyalty, and advocacy. The ideal candidate will possess a strong background in relationship management, experience optimization, and team leadership to ensure an exceptional client experience.

Key Responsibilities:

Client Relationship Management:

• Serve as the primary liaison for key clients, building strong, trust-based relationships.
• Understand client goals, pain points, and business needs to tailor experiences and solutions.
• Proactively resolve concerns and ensure client satisfaction.

Onboarding and Enablement:

• Design and execute a seamless onboarding process that equips clients for success.
• Deliver personalized training sessions and support materials.
• Monitor early-stage engagement to drive adoption and satisfaction.

Client Success Strategy:

• Develop strategic success plans aligned with client objectives and internal goals.
• Monitor engagement and health metrics to identify risks and opportunities.
• Collaborate with Sales and Product teams to identify upsell/cross-sell opportunities.

Team Development and Leadership:

• Manage and coach a team of client success specialists.
• Foster a customer-first culture with a focus on collaboration and performance excellence.
• Provide clear goals, mentorship, and professional development support.

Voice of the Customer:

• Collect and analyze feedback through surveys, reviews, and direct client conversations.
• Represent client needs internally to help shape product improvements and service delivery.
• Create case studies and testimonials showcasing success stories.

Operational Excellence:

• Evaluate and optimize processes related to client experience.
• Leverage technology and data to improve service delivery and satisfaction.
• Drive adoption of best practices across the client success function.

Client Engagement and Communication:

• Manage proactive communication strategies such as product updates and newsletters.
• Organize client-facing events including training webinars and community discussions.
• Ensure ongoing engagement through value-driven interactions.

Qualifications:

• Bachelor’s degree in Business, Marketing, Communications, or related discipline.
• 5+ years of experience in client success, customer experience, or account management, with 2+ years in a leadership role.
• Demonstrated success in client relationship management and experience strategy.
• Strong leadership, coaching, and interpersonal skills.
• Excellent communication and conflict resolution abilities.
• Skilled in CRM platforms and data analytics tools.
• Passionate about delivering outstanding client experiences and measurable results.
• Strong organizational and time management capabilities in a dynamic environment.