Client Experience Angel

Outsourcey; Philippines; Remote; PHP 600,000 - 1,200,000; Full time

Benefits offered by this job

Competitive salary

Career growth opportunities

BPO industry leadership team exposure

Job summary

Outsourcey is seeking a seasoned Client Services professional in the Philippines to cover for Senior Account Managers during leaves and transitions. You will own client relationships, lead reporting calls, and ensure seamless communication across Paid and Organic media teams while maintaining high service standards.

The role emphasizes training and documentation, with responsibilities including developing SOPs, QA fundamentals, and cross-functional collaboration to preserve account performance

Qualifications

• 3–5 years in a client-facing digital marketing or account management role, agency-side.
• Demonstrated ability to own client relationships across a high-volume portfolio with minimal ramp time.
• Working knowledge of digital marketing channels: Paid Search, Paid Social, SEO, Organic Social, Display, Email.
• Excellent written and verbal communication skills in English; <5-hour response time is expected.

Responsibilities

• Provide temporary coverage for Client Services Account Managers and Senior Account Managers during leaves and transitions.
• Own client relationships, attend account and team meetings, run client reporting calls and maintain AM communication standards.
• Manage all aspects of assigned accounts during coverage: campaign performance, reporting, and cross-functional coordination.
• Train incoming Account Managers and Senior Account Managers on core responsibilities, reporting, QA, and documentation.
• Maintain and update training materials and SOPs; ensure documentation reflects current practices.

Skills

Client-facing

Account management

Digital marketing

Analytical skills

English proficiency

Organization

Training materials

Cross-functional work

Job description

Looking to take your career to the next level? Then this role is for you!

Join Outsourcey and be part of our mission to revolutionize global talent expansion! We connect businesses with dedicated full-time teams in the Philippines, offering cost-efficient solutions without compromising quality. Join us and help elevate businesses with complete control and comprehensive support, let's shape the future of work together!

Profile Requirements:

• 3–5 years in a client-facing digital marketing or account management role, agency-side
• preferred
• Demonstrated ability to own client relationships across a high-volume portfolio with
• minimal ramp time
• Working knowledge of digital marketing channels: Paid Search, Paid Social, SEO,
• Organic Social, Display, Geofencing, Reputation Management, and/or Email
• Strong analytical skills — comfortable interpreting campaign performance data and
• translating it into client-ready recommendations
• Excellent written and verbal communication skills in English; <5-hour response time is a
• Highly organized and capable of managing multiple accounts or priorities
• simultaneously
• Experience in maintaining or creating SOPs, process documentation, or training
• materials
• Adaptable and comfortable working across different teams, tools, and contexts
• Multifamily or real estate digital marketing background is a plus, but not required

Core responsibilities:

• Coverage (Primary Function)
• Provide temporary coverage for Client Services Account Managers and Senior Account
• Managers during parental leave, account transitions, medical leave, attrition, or other
• planned or unplanned absences.
• Step in as the acting Account Manager — own client relationships, attend account and
• team meetings, run client reporting calls and maintain all AM-level communication
• standards for the duration of activation (<5 hour email response time)
• Manage all aspects of assigned accounts during coverage: campaign performance,
• reporting, client communication, and cross-functional coordination across Paid Media
• and Organic Media departments
• Preserve client relationships and communication consistency throughout the transition
• — clients should experience continuity, not disruption.
• Maintain performance stability and account hygiene across all assigned accounts during
• activation.
• Monitor client KPIs and proactively flag risks within 48 hours of identification, escalating
• blockers that require senior attention.
• Training (Secondary Function)
• Train incoming Account Managers and Senior Account Managers on the core
• responsibilities of Client Services roles, including day-to-day execution standards,
• reporting and QA fundamentals, client communication basics, task management and
• documentation expectations, and escalation pathways.
• Serve as a grounding resource for new team members navigating their first months in
• the role.
• Partner with Operations, the Client Experience Support Trainer, and Client Services
• leaders to ensure training reflects current standards and expectations.
• Documentation Ownership (Third Function)
• Own and maintain training materials and SOPs for Client Services L2 and L3 roles.
• Update and improve documentation regularly.
• Standardize handoff expectations during coverage periods and ensure documentation
• keeps pace with how work actually gets done.
• Work closely with the Client Experience Support Trainer to ensure documentation is
• aligned.

Benefits:

• Competitive salary
• Opportunity to shape the HR function of a rapidly growing BPO.
• Work closely with a team of industry leaders who have successfully scaled BPOs in the past.
• Career growth and development opportunities.