Account Management Lead

SSD GPS Corporation; Pasig; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

SSD GPS Corporation is seeking an Account Management Lead to steer the Customer Experience Center team, ensuring strong client relationships and renewal targets. The role emphasizes proactive customer portfolio management and collaboration with technical operations, billing, and procurement to resolve issues.

Applicants should have a bachelor's degree and at least five years in related roles with supervisory experience, plus strong CRM and communication skills.

Qualifications

• Bachelor's degree in a related field.
• Minimum 5 years in Account Management, Customer Success, Client Relations, or Customer Service with 2 years in supervision.
• Excellent CRM, communication, coaching, and mentoring skills.
• Strong analytical, problem-solving, and client-focused abilities.
• Experience in B2B account management or fleet/GPS/SaaS is a plus.

Responsibilities

• Lead, coach, and develop Account Managers to meet performance goals.
• Oversee workload distribution and ensure fair assignment of accounts.
• Guide handling of escalations and complex customer concerns.
• Foster accountability, collaboration, and customer-centric service culture.
• Train new hires on products, CRM, engagement standards, and processes.

Skills

Account management

Customer success

Client relations

Leadership / coaching

Communication

Education

Bachelor's degree in Business Administration / Marketing / Management / Communications

Tools

CRM systems

Job description

Overview

The Account Management Lead is responsible for leading and overseeing the daily operations of the Customer Experience Center (CxC)Team. The role ensures that assigned Account Managers effectively maintain client relationships, achieve customer retention and renewal targets, deliver exceptional customer service, and identify opportunities for account growth.

Responsibilities

Team Leadership and Supervision

• Supervise, coach, and develop Account Managers to achieve individual and team performance goals.




• Monitor workload distribution and ensure equitable assignment of customer accounts.




• Provide guidance on handling complex customer concerns and escalations.




• Foster a culture of accountability, collaboration, and customer-centric service.




• Train newly hired Account Managers on company products, CRM systems, customer engagement standards, and internal processes.

Customer Experience Management

• Ensure proactive management of assigned customer portfolios by the team.




• Resolve escalated customer complaints and service-related issues.




• Coordinate with Technical Operations, Dispatch, Billing, Procurement, and other departments to ensure timely resolution of customer concerns.




• Monitor customer engagement activities, account health, and client satisfaction.

Customer Retention and Renewals

• Oversee contract renewal activities and ensure timely engagement with customers before contract expiration.




• Develop and implement customer retention initiatives to minimize account cancellations and improve customer loyalty.




• Monitor renewal pipeline and customer churn metrics.




• Support negotiations involving strategic or high-value accounts.

Revenue Growth

• Monitor opportunities for upselling and cross-selling products and services within existing accounts.




• Ensure Account Managers actively identify business expansion opportunities.




• Coordinate with the Business Development Team for account expansion initiatives when necessary.

Process Improvement and Compliance

• Ensure accurate and timely documentation of customer activities in the CRM system.




• Ensure adherence to company policies, customer service standards, and operational procedures.




• Identify workflow gaps and recommend improvements.




• Assist in developing standard operating procedures, training materials, and best practices.

Perform other related duties as assigned from time to time.

Qualifications

• Bachelor's Degree in Business Administration, Marketing, Management, Communications, or a related field.




• Minimum of 5 years experience in Account Management, Customer Success, Client Relations, or Customer Service with 2 years of supervisory experience.




• Excellent customer relationship management, communication, coaching, and mentoring skills




• Strong analytical, problem-solving, and client-focused skills




• Experience in B2B account management is an advantage.




• Background in fleet management, telematics, GPS solutions, or SaaS is preferred.

• Ability to manage multiple priorities in a fast-paced environment.