Client Experience Account Manager | Team Lead

Manatal; Western Visayas; Hybrid; PHP 480,000 - 800,000; Full time

Job summary

MicroSourcing is seeking a Client Experience Account Manager to oversee client operations, drive growth, and ensure high-quality service delivery across departments. The role involves coordinating with various teams to implement performance improvements and sustain client relationships.

You will act as the primary client contact, guiding setup of Philippine operations, and aiming for EBITDA growth, reduced attrition, and strong Net Promoter scores. Onsite or hybrid work options apply.

Qualifications

• Bachelor's degree required; master's or relevant certifications are a plus.
• At least 3 years of experience in account management, client services, or related roles.
• 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 data analysis and reporting.
• Proficiency in CRM software, Microsoft Office, and presentation tools.

Responsibilities

• Oversee a set of specific clients and deliver EBITDA, client growth, reduced attrition, and NPS/ENPS metrics.
• Assist clients in setting up PH operations and implement performance management and development plans.
• Work with departments responsible for service delivery to ensure client satisfaction and growth.

Skills

Account management

Leadership

Data analysis

Interpersonal communication

Client relations

Education

Bachelor's degree

Tools

CRM software

Microsoft Office Suite

Presentation tools

Job description

Discover your 100% YOU with MicroSourcing!

Position: Client Experience Account Manager

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