Client Success & Transformation Manager

As a Client Success & Transformation Manager, you will own and lead the end-to-end relationship for a portfolio of global clients - not as a traditional relationship manager, but as the strategic architect of how the partnership evolves. Your core mandate is transformation: turning stable, well-run accounts into growing ones, and turning client concerns (cost, handling time, satisfaction, contract terms) into concrete opportunities for automation, AI-enablement and process redesign.You will influence operations, quality, training, technology, and finance teams and act as the client's main point of contact, responsible for turning input from across the business into one clear, consistent plan. About Conectys:At Conectys, we're turning the page from Business Process Outsourcing to Business Transformation Outsourcing. The result: elastic, lightning-fast and cost-efficient CX, Trust & Safety compliance, Data Annotation & Labeling, and Content Moderation. Business transformation goes beyond adding headcount in outsourcing - our four-talent engine is designed to transform business operations in a more agile, intelligent and cutting-edge way. Conectys is human expertise and native technology, working in seamless harmony and driving business growth. What You’ll Do: Own the Relationship: Act as the client's primary strategic contact, building the connection and communication that lets you understand their real business objectives - not just their SLAs. Run the weekly, monthly and quarterly governance cadence (WBRs, MBRs, QBRs), and turn quarterly reviews into forward-looking business conversations: trends, insights, what's coming next, and a clear plan - not just historical numbers. Coordinate cross-functional: Coordinate quality, operations, technology and finance to keep local delivery aligned to global standards and client commitments. You are the stakeholder who translates what's happening internally into a single, consistent narrative for the client, and translates client needs back into action for the delivery teams. Turn Concerns into Transformation Respond to client concerns around cost, efficiency, or capacity with a data-driven approach: validate the numbers, build the business case, and propose the right combination of automation, AI-enablement, and process redesign to improve outcomes for both sides. Navigate Commercial and Contractual Complexity: Revisit and calibrate contract terms as the account's needs evolve - whether that's a shift in required skill sets, a renegotiated FTE structure, or a request for additional deliverables from a strategic client. Balance what the client is asking for against what protects the business commercially, and be ready to trade off, offset, or automate elsewhere to make it work for both sides. Drive Portfolio Growth: Partner with clients to shape scalable operating models, maximize retention, and identify where the relationship can expand - more headcount, more scope, more strategic trust - based on delivered results. What You Bring: Excellent communication. Full professional proficiency in English Relationship-first experience. A proven track record managing client relationships across multiple accounts, industries, and geographies, ideally including offshore, multilingual, and technically complex projects. Matrix leadership. Demonstrated ability to drive outcomes across operations, quality, training, and technology teams without formal authority over them - through communication, follow-up, and being the trusted single point of contact. Commercial and contractual fluency. Comfort with contract structures, FTE pricing, AHT/SLA trade-offs, and the judgment to know when and how to renegotiate terms as needs shift. Data-led, transformation mindset. Genuine comfort using data analysis and AI tools (agent-assist, chatbots, automation, IVR) to build the case for change - not just to report performance, but to actively reshape it. Composure under pressure. A track record of rebuilding client trust after incidents through transparency, root-cause thinking, and consistent delivery against a recovery plan. Why You’ll Love It: 🌍 Remote-first environment with global exposure🚀 Opportunity to shape transformation in a fast-moving international business💰 Direct impact on revenue and growth🎯 Entrepreneurial culture where technology, people, and business outcomes come together