Account Management Supervisor

SSD GPS Corporation; Pasig; On-site; PHP 600,000 - 900,000; Full time

Job summary

SSD GPS Corporation seeks an Account Management Supervisor to lead the day-to-day Account Management team, ensuring timely resolution of client concerns and high-quality service, while mentoring staff and maintaining strong client relationships.

You will oversee multi-channel support, guide issue resolution, train new hires, collaborate with Sales on upsell opportunities, and contribute to reporting and renewal management.

Qualifications

• Bachelor’s degree in Business Administration, Communications, or a related field.
• Minimum of 5 years experience in customer and/or technical support with at least 3 years of supervisory or team lead role.
• Experience in effectively training and onboarding new hires, ensuring they are equipped with the skills and knowledge required for the role.
• Demonstrates in-depth knowledge and mastery of customer service platforms preferably in the company’s specific platform.
• Proficient in MS Office (Word, Excel, PowerPoint).
• Ability to handle advanced technical issues and resolve conflict professionally.
• Excellent communication and interpersonal skills.
• Demonstrates a strong commitment to ensuring client satisfaction.
• Comfortable engaging through various digital platforms such as email, live chat, phone calls, and social media
• Basic knowledge of AI tools for marketing, analytics, or automation.
• Able and willing to travel or conduct client visits (if needed)
• Experience in sales or upselling is a plus

Responsibilities

• Oversee the handling of customer concerns across multiple channels (group chat, calls, email, on-site).
• Provide guidance and support to the team in addressing complex issues.
• Validate information using internal platforms, escape when necessary, and prepare formal incident reports.
• Ensure issues are resolved efficiently, accurately, and in line with SLAs.
• Lead onboarding, skills development, and refresher training sessions for new and existing Account Managers.
• Clearly communicate platform features, process updates, and best practices to ensure AMs provide accurate and consistent support.
• Assess training effectiveness through feedback, performance trends, and knowledge checks; recommend improvements to address skill gaps and optimize service quality.
• Collaborate with the Sales team to identify upselling or cross-selling opportunities during customer interactions.
• Provide recommendations to clients based on their operational needs and service usage.
• Maintain a client-focused approach to support revenue growth initiatives.
• Supervise accurate logging of all customer interactions, incidents, and resolutions within CRM or internal tracking systems.
• Review team reports for quality and compliance with documentation protocols.
• Provide summary reports and insights to management on recurring issues and customer feedback.
• Monitor accounts approaching renewal or expiration (within 90 days).
• Proactively initiate follow-ups with clients to facilitate renewal discussions or updates.
• Coordinate with relevant departments to ensure seamless renewal processing.
• Conduct regular client visits to strengthen partnerships, address concerns, and gather insights.
• Serve as a liaison between the company and key accounts to ensure satisfaction and loyalty.
• Use on-site engagements to reinforce service excellence and demonstrate commitment to long-term client success.
• Perform other related duties as assigned from time to time.

Skills

Leadership

Coaching

Customer service

Communication

MS Office

Travel readiness

Sales knowledge

CRM platforms

Problem solving

Education

Bachelor’s degree in Business Administration, Communications, or related field

Tools

CRM systems

MS Office

Job description

The Account Management Supervisor is responsible for leading the day-to-day activities of the Account Management team to ensure the timely resolution of client concerns and the consistent delivery of high-quality customer service. This role serves as the team's primary point of guidance, providing coaching, mentoring, and operational support while helping maintain strong client relationships.

Responsibilities:

• Oversee the handling of customer concerns across multiple channels (group chat, calls, email, on-site).
• Provide guidance and support to the team in addressing complex issues.
• Validate information using internal platforms, escape when necessary, and prepare formal incident reports.
• Ensure issues are resolved efficiently, accurately, and in line with service level agreements (SLAs).

2.Training and Support Enablement

• Lead onboarding, skills development, and refresher training sessions for new and existing Account Managers.
• Clearly communicate platform features, process updates, and best practices to ensure AMs provide accurate and consistent support.
• Assess training effectiveness through feedback, performance trends, and knowledge checks; recommend improvements to address skill gaps and optimize service quality.

3.Sales and Service Support

• Collaborate with the Sales team to identify upselling or cross-selling opportunities during customer interactions.
• Provide recommendations to clients based on their operational needs and service usage.
• Maintain a client-focused approach to support revenue growth initiatives.

4.Documentation and Reporting

• Supervise accurate logging of all customer interactions, incidents, and resolutions within CRM or internal tracking systems.
• Review team reports for quality and compliance with documentation protocols.
• Provide summary reports and insights to management on recurring issues and customer feedback.

5.Account Monitoring and Retention

• Monitor accounts approaching renewal or expiration (within 90 days).
• Proactively initiate follow-ups with clients to facilitate renewal discussions or updates.
• Coordinate with relevant departments to ensure seamless renewal processing.

6.Client Relationship Management & Field Visits

• Conduct regular client visits to strengthen partnerships, address concerns, and gather insights.
• Serve as a liaison between the company and key accounts to ensure satisfaction and loyalty.
• Use on-site engagements to reinforce service excellence and demonstrate commitment to long-term client success.

7.Perform other related duties as assigned from time to time.

Qualifications:

• Bachelor’s degree in Business Administration, Communications, or a related field required.
• Minimum of 5 years experience in customer and/or technical support with at least 3 years of supervisory or team lead role.
• Experience ineffectively training and onboarding new hires, ensuring they are equipped with the skills and knowledge required for the role.
• Demonstrates in-depth knowledge and mastery of customer service platforms preferably in the company’s specific platform.
• Proficient in MS Office (Word, Excel, PowerPoint).
• Ability to handle advanced technical issues and resolve conflict professionally
• Excellent communication and interpersonal skills.
• Demonstrates a strong commitment to ensuring client satisfaction.
• Comfortable engaging through various digital platforms such as email, live chat, phone calls, and social media
• Basic knowledge of AI tools for marketing, analytics, or automation.
• Able and willing to travel or conduct client visits (if needed)
• Experience in sales or upselling is a plus