[ref. t72212500] Manila - System Administrator (Client Services) - Onsite and Night Shift
About KMC
KMC redefines what it means to hire offshore teams in the Philippines. With expert recruitment that leverages groundbreaking AI combined with reliable support, Employer of Record services, payroll management, and state-of-the-art office spaces, we help internation business fuel growth for their business.
Our Client
They are a US-based leading provider managed IT solutions that streamline operations and consolidate efforts, giving their clients maximum performance with minimum overhead.
Role Overview
The System Administrator (Client Services) is responsible for fostering strong relationships with clients, ensuring they receive maximum value from our managed services, and driving satisfaction, retention, and account growth. Acting as the voice of the customer, the CSA ensures a positive client experience by coordinating across technical, support, and project teams to proactively address client needs and business objectives.
Responsibilities:
- Technical Subject Matter Expert
- Perform L1 System Admin tasks such as but not limited to monitoring and maintaining of servers, network, M365 and workstations.
- Update IT Documentation.
- Answer questions about client IT setup from Account Managers and Support Teams.
- Client Relationship Management
- Serve as contact for assigned accounts.
- Build trust and credibility through consistent communication and delivery follow-up.
- Educate clients on service offerings, tools, and engagement practices.
- Customer Experience & Satisfaction
- Monitor client health and satisfaction using tools and reports.
- Conduct regular check-ins and satisfaction reviews (monthly, quarterly, or as needed).
- Client Reporting & Communication
- Prepare and deliver client performance reports, service usage data, and project updates.
- Communicate ongoing value of services delivered.
- Issue Escalation & Coordination
- Collaborate with technical teams to address and resolve service issues.
- Escalate critical concerns and ensure timely, high-quality resolution.
- Account Growth
- Uncover new service opportunities through client conversations and usage insights.
- Collaborate with Account Managers to expand client services where appropriate.
Qualifications:
- 3+ years in system administration, technical account management, technical pre-sales, customer success, or technical support services—preferably in IT, MSP, SaaS, or technical services.
- Excellent communication, relationship-building, and organizational skills.
- Ability to understand and communicate technical concepts clearly.
- Experience using CRM and ticketing system solutions.
- Proven ability to manage multiple accounts with varying levels of complexity.
- Proven ability to thrive in US business hours (EST, CST, PST)
- Willingness and ability to work onsite. Office location options include Makati (Ayala or HV Dela Costa), SM North, Greenfield Mandaluyong, or Ortigas Pasig.
Preferred Skills:
- Familiarity with MSP tools (PSA, RMM, documentation platforms)
- Good understanding of IT infrastructure and service delivery
Success Metrics:
- Client retention rate
- NPS/CSAT scores
- Contract renewals and upsells
- Response and resolution coordination effectiveness
- Client Ops Meetings and Business Review completion rate
Other job details:
- Work schedule: US business hours (EST, CST, PST)
- Set up: full onsite 5x/week
- Location: Office location options include Makati (Ayala or HV Dela Costa), SM North, Greenfield Mandaluyong, or Ortigas Pasig.