Account Manager

Cloudstaff Philippines Inc.; Angeles; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

TBD

Job summary

Cloudstaff Philippines Inc. is seeking an Account Manager to manage a portfolio of client accounts within our BPO services. You will work with clients and internal teams to ensure outstanding customer experience, retention, and organic growth.

You will develop deep understanding of each client's business, coordinate recruitment with Recruitment, resolve issues, conduct business reviews, and collaborate across Sales, Operations, Marketing, Product and HR to deliver seamless service.

Qualifications

• 3–5+ years' experience in Account Management or Customer Success in a BPO.
• Experience managing multiple client accounts.
• Strong relationship management and communication skills.
• Commercial awareness and ability to identify growth opportunities.

Responsibilities

• Manage a portfolio of client accounts and maintain regular engagement with key stakeholders.
• Develop a strong understanding of each client's business, workforce needs, and growth plans.
• Coordinate recruitment activities and work with Recruitment to improve fill rates and time-to-fill.
• Build strong relationships with client operations and HR contacts to ensure satisfaction.
• Resolve client issues promptly and escalate risks when appropriate.
• Conduct regular business reviews and provide recommendations to improve outcomes.
• Support staff engagement through regular check-ins and development discussions.
• Collaborate with Sales, Recruitment, Operations, Marketing, Product and HR to deliver seamless service.
• Capture client feedback and market insights to improve services and processes.
• Maintain accurate account plans, CRM updates, and activity records.

Skills

Account Management

Client Relations

Communication

Cross-functional Collaboration

BPO Experience

Job description

Job Description

The Account Manager is responsible for managing a portfolio of client accounts to deliver an outstanding customer experience while supporting client retention and organic growth. The role partners with clients and internal teams to coordinate recruitment, resolve issues, identify growth opportunities, and ensure clients achieve their business objectives.

Key Responsibilities

• Manage a portfolio of client accounts and maintain regular engagement with key stakeholders.
• Develop a strong understanding of each client's business, workforce needs, and growth plans.
• Support account planning activities and identify opportunities for organic growth, upselling, and cross-selling.
• Coordinate recruitment activities, monitor job requests, and partner with Recruitment to improve fill rates and time-to-fill.
• Build strong relationships with client operational and HR contacts while ensuring high levels of customer satisfaction.
• Resolve client issues promptly and escalated risks when appropriate.
• Conduct regular business reviews and provide recommendations that improve client outcomes.
• Support staff engagement through regular check-ins, retention conversations, and career development discussions.
• Collaborate with Sales, Recruitment, Operations, Marketing, Product, and HR to deliver seamless client service.
• Capture client feedback and market insights to improve services, processes, and customer experience.
• Maintain accurate account plans, CRM updates, and activity records.

Success Measures (KPIs)

• Portfolio growth
• Customer satisfaction (NPS and client feedback)
• Revenue retention and organic growth
• CRM compliance and client engagement cadence

Qualifications and Requirements

Qualifications & Experience

• 3–5+ years' experience in Account Management, Customer Success, or BPO client services.
• Experience managing multiple client accounts.
• Strong relationship management, communication, and presentation skills.
• Commercial awareness and ability to identify growth opportunities.
• Strong analytical and problem-solving skills.
• Ability to collaborate effectively across cross-functional teams.

Perks and Benefits

TBD