Client Success & Ops Manager (Remote Accounts)

Scale-Up Philippines; Bulacan; On-site; PHP 450,000 - 750,000; Full time

Job summary

Scale Up Philippines is seeking an experienced Account Manager to oversee client accounts and support Outsourced Professionals assigned to them. The role involves managing day-to-day service delivery, monitoring performance metrics, and coaching staff for continual improvement.

You will conduct regular check-ins, maintain documentation, and escalate issues as needed while coordinating staffing transitions across teams to meet client needs.

Qualifications

• Experience in account management or related fields such as BPO, outsourcing, or client success.
• Strong client-facing English communication.
• Experience with coaching, KPI tracking, and performance management.
• Excellent organization and documentation skills.
• Ability to manage multiple accounts and international schedules.

Responsibilities

• Manage day-to-day client accounts and service delivery.
• Monitor OP performance, attendance, productivity, and KPIs.
• Conduct regular check-ins, coaching, and follow-ups.
• Track account health, risks, complaints, and action items.
• Maintain accurate reports, SOPs, and documentation.
• Escalate serious or unresolved client and staffing concerns.
• Support staffing transitions and cross-team coordination.

Skills

Account management

BPO / Outsourcing experience

Client-facing English communication

Coaching & KPI tracking

Organization & documentation

Job description

Scale Up Philippines is seeking an experienced Account Manager to oversee client accounts and support Outsourced Professionals assigned to them. The role involves managing day-to-day service delivery, monitoring performance metrics, and coaching staff for continual improvement.

You will conduct regular check-ins, maintain documentation, and escalate issues as needed while coordinating staffing transitions across teams to meet client needs.