Client Experience Account Manager Team Lead

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

Job summary

MicroSourcing seeks a Client Experience Account Manager to lead client operations and ensure high-quality service delivery. You will be the primary liaison across departments, helping clients set up Philippine operations and drive growth.

You will oversee client EBITDA, growth targets, attrition reduction, and Net Promoter Scores while guiding cross-functional teams and ensuring engagement and performance management.

Qualifications

• Bachelor's degree in any field required.
• At least 3 years in account management or client services.
• Strong understanding of BPO services and client needs.
• Excellent interpersonal and communication skills.
• Proficiency in data analysis and reporting.
• CRM software proficiency and MS Office.
• Strong leadership and team management abilities.
• Strategic thinking with a customer-centric mindset.

Responsibilities

• Oversee the operation of assigned clients and ensure quality delivery.
• Serve as the main client contact across Microsourcing departments.
• Assist clients in setting up Philippines operations and drive growth.
• Oversee EBITDA, client growth, attrition reduction and NPS metrics.
• Coordinate with site departments to meet service delivery targets.
• Maintain account details and ensure accurate, timely billings.

Skills

Account management

Client services

BPO knowledge

Interpersonal skills

Analytical thinking

Data analysis

Reporting skills

CRM tools

Leadership

Team management

Strategic thinking

Customer-centric

Education

Bachelor's degree

Master's degree

Certifications

Tools

Excel

Microsoft Office

Presentation tools

Job description

Job Description:

Discover your 100% YOU with MicroSourcing!

• Position: Client Experience Account Manager | Team leader
• Location: Harton, Paranaque City, MOA, BGC and Eastwood
• Work Setup & Shift: Onsite | 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