Account Management Supervisor

Hammerjack Pty Ltd; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Hammerjack Pty Ltd in the Philippines seeks an Account Management Supervisor to lead the daily AM team, ensure timely client issue resolution, and uphold high service standards.

You will coach and mentor staff, oversee SLA compliance, collaborate with Sales on upsell opportunities, and deliver regular performance insights to management. Travel to client sites may be required.

Qualifications

• Bachelor's degree required in Business Administration, Communications, or a related field.
• Minimum 5 years in customer and/or technical support with at least 3 years in a supervisory or team lead role.
• Experience training and onboarding new hires.
• Demonstrates mastery of customer service platforms, preferably the company's platform.
• Proficient in MS Office (Word, Excel, PowerPoint).
• Ability to handle advanced technical issues and resolve conflicts professionally.
• Excellent communication and interpersonal skills.
• Comfortable engaging via email, live chat, phone, and social media.
• Basic knowledge of AI tools for marketing, analytics, or automation.
• Willingness to travel for client visits if needed.
• Experience in sales or upselling is a plus.

Responsibilities

• Oversee day-to-day activities of the Account Management team to ensure timely client issue resolution.
• Provide coaching, mentoring, and operational support to AMs.
• Collaborate with Sales to identify upselling or cross-selling opportunities.
• Maintain client relationships and monitor renewal opportunities.
• Supervise logging of all customer interactions and resolutions in CRM or internal systems.
• Review team reports for quality and compliance with documentation.
• Provide summary reports and insights on recurring issues and customer feedback.

Skills

Leadership

Customer service

Communication

MS Office

CRM systems

Willingness to travel

Upselling

AI tools knowledge

Education

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

Tools

CRM platforms

MS Office

Data analytics tools

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:

1.Client Issue Resolution & Escalation Management

• 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, escalate 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