Account Manager

As the Account Manager, you oversee and maintain the relationships with our key clients. You will act as their partner by monitoring the quality of our service delivery and working with these clients to identify their business needs that we can address through new services.

In addition to getting client-based feedback for product development, you will need to be proactive in recommending other services that we can offer our clients with the intention of enhancing our existing service portfolio with them. You collaborate with the Services Team through monitoring our staff’s performance—identifying gaps and recommending upskill training as needed by the clients.

Responsibilities:

• Oversee the relationships with our accounts
• Monitor the quality of our service delivery with our accounts.
• Prioritize and deliver a premium customer service experience (e.g. identifying high-level requirements - resources, equipment and skills)
• Work with our clients to identify their business needs and develop plans to address them with services that we can offer.
• Communicate with the services team to ensure compliance with policies and procedures in meeting client requirements
• Ensure both the company and clients adhere to contract terms
• Collaborate with other department for special projects and/or operational tasks
• Works closely with other department heads to ensure all operational, administrative, and compliance functions within the organizations are properly executed
• Collaborate with the training team and/or services team for client-based feedback on upskills training for staff
• Study competition to find new ways to gain and retain clients

Requirements

Qualities:

• Being an extrovert is a plus
• Strong interpersonal skills with the ability to build lasting relationships
• Customer-oriented attitude
• Great communicator and collaborator
• Cross-cultural sensitivity
• Excellent presentation and decision-making skills
• Can handle multiple large enterprise accounts simultaneously
• Able to manage projects
• Strong problem-solving skills
• Proactive with a strategic mindset
• Adept at technology

Qualifications:

• Degree: Graduate of Business-related program (or demonstrable result deliverable on complex projects)
• At least 3 years experience in mid-management to senior-management level
• At least 5 years experience in a client-facing role (BPO industry), preferably with large enterprise accounts.
• Understanding and experience on KPIs, OLAs (internal), SLAs (client)
• Experience in Contract Management
• Proficient in Google Suite applications, especially in Google Spreadsheet
• Project Management Professional (or experienced and had training)

Good to Have (not required)

• Experience in US healthcare & insurance.
• Master’s degree in Business Management or related program
• Experience in training and development
• Service Management Training/Experience (BPO Industry)
• Certification in Project Management Professional (preference)