Client Experience Account Manager Team Lead

MicroSourcing; Manila; Hybrid; PHP 800,000 - 1,200,000; Full time

Job summary

MicroSourcing is seeking a Client Experience Account Manager to lead client operations and ensure high-quality service delivery across multiple site locations in Metro Manila. You will serve as the primary liaison among clients and internal departments, and drive growth for client operations in the Philippines.

The role requires a minimum of 3 years in account management or client services, a strong understanding of BPO, excellent communication, and leadership abilities to manage teams and

Qualifications

• Bachelor's degree in any field; master's degree or relevant certifications are a plus.
• At least 3 years of experience in account management or client services.
• Strong understanding of BPO services and client needs.
• Excellent interpersonal and communication skills.
• Analytical and problem-solving abilities with data reporting.
• Proficiency in CRM software, MS Office, and presentation tools.
• Strong leadership and team management skills.
• Strategic thinking with a customer-centric mindset.

Responsibilities

• Oversee operation of assigned clients and ensure quality delivery.
• Be the main client contact across Microsourcing departments and services.
• Assist in setting up client Philippines operations and drive growth.
• Manage growth targets and client retention, with cross-functional collaboration.
• Maintain account details, track client requests, and ensure timely billing inputs.
• Ensure a safe, healthy, and sustainable workplace and compliance training.

Skills

Client management

Communication

Leadership

Analytical thinking

Education

Bachelor's degree

Master's degree (plus)

Tools

CRM software

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

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