Client Experience Account Manager

MicroSourcing International; Parañaque; Hybrid; PHP 600,000 - 900,000; Full time

Job summary

MicroSourcing International is seeking a People and Partnership Account Manager to oversee client operations, drive growth, and ensure quality delivery from the Paranaque site. You will coordinate with multiple departments, set up client Philippines operations, and manage performance metrics including EBITDA and client Net Promoter Scores.

The role requires a 3+ year track record in account management, strong communication, and leadership with a customer-centric mindset.

Qualifications

• Bachelor's degree required; master's or certifications are a plus.
• Minimum 3 years in account management, client services, or related roles.
• Strong understanding of BPO services and client needs.
• Excellent communication and relationship-building skills.
• Analytical with data reporting capabilities.
• Proficient in CRM software, MS Office, and presentations.
• Demonstrated leadership and strategic thinking.

Responsibilities

• Oversee operations for assigned clients and ensure quality delivery.
• Be primary client contact across Microsourcing departments and services.
• Assist clients in setting up Philippines operations and drive growth.
• Monitor EBITDA, client growth, attrition, and NPS metrics.
• Collaborate with site departments to meet service delivery goals.
• Maintain accurate client details and ensure timely billing inputs.
• Promote health, safety, training, and compliance for personnel.

Skills

Client relations

Analytical thinking

Interpersonal skills

Data analysis

Leadership

Strategic thinking

Customer-centric mindset

Education

Bachelor's degree

Tools

CRM software

Microsoft Office

Presentation tools

Job description

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; masters 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.