Client Experience Account Manager

MicroSourcing; Parañaque; Hybrid; PHP 720,000 - 1,100,000; Full time

Job summary

MicroSourcing is seeking a People and Partnership Account Manager in Parañaque City with a hybrid schedule. You will oversee client accounts, ensure quality delivery of Microsourcing services, and act as the main point of contact across departments.

Responsibilities include driving EBITDA, client growth, reducing attrition, and improving client and employee NPS, while assisting clients in setting up operations in the Philippines and coordinating with site teams to deliver services.

Qualifications

• Bachelor's degree required; master's or certifications are a plus.
• Must have 3+ years in account management or client services.
• Strong understanding of BPO services and operational excellence.
• Excellent interpersonal and communication skills; ability to build client trust.

Responsibilities

• Oversee a set of clients and ensure quality delivery of Microsourcing services.
• Drive EBITDA, client growth, reduced attrition, and client/employee Net Promoter Scores.
• Assist clients in setting up Philippines operations and growth initiatives.
• Collaborate with site departments to ensure timely, accurate service delivery.
• Maintain account details and support accurate client billings.

Skills

Account management

Client services

Leadership

CRM software

Data analysis

Communication skills

Education

Bachelor's degree

Master's degree or certifications

Tools

CRM software

Microsoft Office Suite

Presentation tools

Job description

Position: People and Partnership Account Manager

Location: Harton, Paranaque City

Work setup & shift: Hybrid/ Shifting schedule

Job Description

The Client Experience Account Manager is responsible to oversee the operation of the assigned clients and ensure the quality delivery of the Microsourcing services. The CE AM is the main point of contact of the client in dealing with all Microsourcing Departments and or services. Assist the clients in the setup of their Philippines operation and drive growth in the client operation.

STRATEGY

• Responsible for overseeing a set of specific clients and delivering the following: EBITDA, Client Growth, Reduced Attrition, Client Net Promoter Score and Employee Net Promoter Score.
• Assist the clients in setting up their Philippines operations and implement performance management, rewards and recognition, engagement activities, employee development plans and business continuity.

Growth And Client Experience

• Expand the size of operation of the clients by closely working with them and understanding their business needs. Assist in reviewing their operation- structure, processes, policies and introduce necessary improvements.
• Deliver the growth targets for both existing and new clients. Continue to identify opportunities for growth.
• Work closely with the different departments responsible for the delivery of the services in the site.

COST AND SITE MANAGEMENT

• Maintain account details, keep track client requests and provide inputs to client billings that are accurate and on time.

HEALTH AND SAFETY OF OUR PEOPLE

• Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.
• Complete all necessary training and compliance requirements and professional development opportunities.

What You Need

Non-Negotiables

• Bachelor's degree in any field; master's degree or relevant certifications are a plus.
• At least 3 years of experience in account management, client services, or a related role, with a track record of success in managing client relationships.
• Strong understanding of BPO services, client needs, and operational excellence.
• Excellent interpersonal and communication skills, with the ability to build and maintain client trust.
• Analytical and problem-solving abilities, including proficiency in data analysis and reporting.
• Proficiency in CRM software, Microsoft Office Suite, and presentation tools.
• Strong leadership and team management skills.
• Strategic thinking and a customer-centric mindset.