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Head of Account Management (Leadership Team Member)

Head of Account Management (Leadership Team Member)

Jane Town Recruitment Services, Pampanga, Philippines, Pampanga, Philippines
30+ days ago
Job description

Overview

We\'re in urgent need of Head of Account Management (Leadership Team Member) for a well-established BPO Company located in Pampanga. This opportunity is for Direct Hire, send us your applications now and we\'ll be in touch shortly.

Responsibilities

  • Lead and manage client relationships, ensuring high levels of engagement and satisfaction.
  • Develop and implement account management strategies that align with both client goals and company\'s service capabilities.
  • Serve as the primary point of contact for key clients, handling inquiries, concerns, and strategic discussions while also ensuring offshore teams receive adequate support.
  • Ensure proactive account management, identifying potential challenges early and implementing strategic solutions for both client and team concerns.
  • Collaborate closely with internal teams to facilitate smooth service delivery, provide mentorship, and continuously improve both client and team experiences.
  • Oversee and refine client onboarding processes, ensuring a structured and effective integration of offshore teams into client operations while fostering a strong team culture.
  • Mentor and train internal teams, ensuring they have the skills, knowledge, and motivation to enhance client engagement and minimize offshore team attrition.
  • Drive business growth, identifying expansion opportunities within existing accounts and ensuring offshore team members are positioned for long-term success.
  • Monitor both client satisfaction and team retention metrics, ensuring continuous improvement and strategic alignment.
  • Act as a brand ambassador, representing the company professionally in various business settings, including high-level client meetings and industry events.
  • Champion the growth of offshore teams, providing guidance and insights to encourage the organic expansion of client accounts while fostering a positive and productive environment for offshore team members.

Qualifications

  • A Bachelor’s degree in Business Administration, Marketing, Communications, or a related discipline is preferred.
  • 10+ years of experience in account management, client relations, or a leadership role in a customer-facing environment preferably in a BPO set-up.
  • Exceptional communication and relationship-building skills to engage with both clients and internal offshore teams effectively.
  • Strong business acumen and a deep understanding of diverse industries to provide informed guidance to clients and offshore staff.
  • Proven problem-solving and negotiation abilities, capable of navigating complex situations and delivering effective solutions for both clients and team members.
  • High-level organizational skills and attention to detail to manage multiple client accounts and team dynamics seamlessly.
  • A proactive mindset, anticipating client and team needs while addressing potential challenges before they arise.
  • Empathy to understand and balance both client and offshore team perspectives, ensuring alignment and job satisfaction.
  • A consistently positive attitude and professional appearance, representing the company with credibility and energy.
  • Flawless English language skills, essential for articulate and persuasive communication in a global business environment.
  • Authority in offshoring, with the ability to educate and guide clients in expanding their offshore teams while ensuring offshore team members thrive in their roles.

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