Enterprise Account Manager

Xillium PH; Bacolod; Hybrid; PHP 446,400 - 781,200; Full time

Benefits offered by this job

Hybrid work setup

Health insurance

Paid time off

Career development & training

Annual salary increases & incentives

Travel allowance

Job summary

Xillium Professional Services is seeking an Account Manager to ensure exceptional client satisfaction and operational excellence for US healthcare clients. You will build relationships, coordinate cross-functional delivery, and address escalations while driving revenue through upsell opportunities.

The role requires 3+ years in mid- to senior-management and 5+ years in client-facing roles within BPO, with strong English proficiency and ability to work US hours.

Qualifications

• Requires proficiency with Google Sheets and Google Workspace.
• Experience with service delivery metrics and agreements (KPIs, OLAs, SLAs).
• Contract management experience.
• Professional working proficiency in English.

Responsibilities

• Build and maintain strong client relationships with regular check-ins and business reviews.
• Collaborate with internal departments to ensure seamless service delivery and onboarding.
• Conduct performance assessments and develop retention strategies.
• Communicate updates and concerns to stakeholders.
• Serve as primary contact for client escalations and risks.
• Identify upsell/cross-sell opportunities to grow accounts.

Skills

Google Sheets

KPIs/OLAs/SLAs

Contract management

English proficiency

Philippines work authorization

Travel between sites

US time zones

Education

Bachelor's degree in business

Tools

Google Workspace

Job description

Xillium Professional Services is a leading clinical support outsourcing company based in the Philippines, specializing in virtual medical assistant and related services for US healthcare clients. As an Account Manager, you will play a pivotal role in ensuring exceptional client satisfaction and operational excellence across our service portfolio.

Key responsibilities include:

• Build and maintain strong client relationships through regular check-ins, proactive communication, and comprehensive business reviews


• Collaborate with internal departments to ensure seamless service delivery, operational efficiency, and smooth client onboarding


• Conduct performance assessments, address client concerns, and develop strategies to enhance client retention


• Communicate client updates, expectations, and concerns to relevant stakeholders


• Serve as the primary point of contact for client escalations and risks, implementing effective mitigation strategies


• Identify upselling and cross-selling opportunities to expand accounts and drive revenue growth


• Assess and refine internal processes to improve efficiency, service quality, and workflow optimization


• Monitor staff and virtual medical assistant performance, identify gaps, recommend upskill training, and provide coaching and mentorship


• Track key indicators such as performance decline, disengagement, attendance issues, and negative feedback, providing data-driven recommendations to reduce resignations and client terminations


• Ensure compliance with company policies, procedures, and contract terms


• Collaborate with department heads on operational, administrative, and compliance execution, as well as special projects


• Study competitors to enhance client acquisition and retention strategies

Requirements

Required Qualifications:

• Proficiency with Google Workspace, especially Google Sheets


• Experience working with service delivery metrics and agreements (KPIs, OLAs, SLAs)


• Contract management experience


• Professional working proficiency in English


• Authorized to work in the Philippines (Filipino citizen)


• Able to travel as needed between company sites/hubs


• Available to work US time zone hours

Preferred Qualifications:

• Bachelor's degree in a business-related field


• 3+ years of mid- to senior-management experience


• 5+ years of client-facing experience in the BPO industry


• Experience managing client accounts for US healthcare clients


• Project management training or practical project management experience


• PMP certification

Benefits

• Statutory health insurance coverage


• Paid vacation and sick leave in accordance with Philippine labor standards


• Hybrid work setup with both office and work-from-home flexibility


• Opportunities for professional development and training


• Supportive team environment and collaborative company culture


• Travel allowance for inter-site visits


• Competitive Pay
  
  
  
  • Paid training
  
  
  • Annual salary increase
  
  
  • 10% night differential & holiday pay
  
  
  • Attendance bonus
  
  
  • Career advancement & incentives
  
  
  
  


• Health & Protection
  
  
  
  • Free HMO after training
  
  
  • 1 free dependent (Year 1)
  
  
  • Up to 2 dependents (under 5 years tenure)
  
  
  • HMO upgrade at Year 5
  
  
  • SSS, PAG-IBIG, PhilHealth
  
  
  
  


• Paid Time Off
  
  
  
  • Service Incentive Leave (prorated)
  
  
  • Sick & Vacation Leave
  
  
  • Bereavement, Maternity/Paternity
  
  
  • Solo Parent & Gynecologic Leave
  
  
  • Tiered leave credits
  
  
  • Convertible leave credits
  
  
  
  


• Financial & Long-Term Benefits
  
  
  
  • 13th month pay (June & December release)
  
  
  • No-interest cash advance (after 1 year, subject to conditions)
  
  
  • FWD retirement fund (Year 4 eligible, Year 7 fully covered)
  
  
  • Year-end performance incentive
  
  
  • Milestone recognition packages
  
  
  
  


• Work Environment
  
  
  
  • Company equipment + IT support
  
  
  • Work-life balance
  
  
  • Performance appraisal
  
  
  • Continuous learning
  
  
  • Inclusive, values-driven leadership