Partner Experience Architect

Smartsourcing; Philippines; On-site; PHP 558,000 - 892,800; Full time

Benefits offered by this job

5-day Christmas Leave

Healthcare from Day 1 for you and your family

Free lunch and barista-crafted coffee daily

Night shift differential for evening schedules

Subsidized gym membership

Community give-back programs

Job summary

Smartsourcing is seeking a Partner Experience Manager in Cebu City to lead client success from onboarding to process improvements. You'll draft agreements, manage client relationships, and ensure training and performance goals are met. Ideal candidates have at least 3 years of experience in client relations or business development, with strong communication skills and proficiency in Microsoft Office and GSuite. Enjoy benefits like healthcare from day one, free lunches, gym subsidies, and community programs.

Qualifications

• At least 3 years of experience in Client Relations, Business Development, or Process & Systems Development.
• Proficiency in Microsoft Office, GSuite, and other computer applications.
• Experience in documenting workflows and processes.
• Strong client engagement and communication skills.
• Basic phone customer service training and workshops.

Responsibilities

• Draft Master Services Agreements (MSA) and Position Descriptions (PD) based on client needs.
• Lead client onboarding, including intro meetings, documentation, and action item tracking.
• Develop and execute training plans, ensuring trainees are equipped with the right skills and knowledge.
• Monitor KPIs and SLAs, providing performance reports.
• Manage client communication, including updates, invoices, and payment follow-ups.
• Oversee team performance and ensure engagement in company activities.
• Collaborate with the Information Management team for setup.
• Continuously improve processes and workflows.

Skills

Client Relations

Business Development

Process Development

Microsoft Office

GSuite

Client Engagement

Communication Skills

Education

MBA or equivalent supervisory/management experience

Job description

About the job Senior Account ManagerBuild trusted client partnerships, drive strategic growth, and deliver exceptional experiences as a Senior Account Manager at Smartsourcing.

Hi! We're Smartsourcing, and we're looking for a Senior Account Manager to join our team full-time and onsite. This role is ideal for an experienced relationship manager who thrives on building long-term partnerships, identifying growth opportunities, and delivering exceptional client experiences. You'll serve as a trusted advisor to your clients while collaborating with internal teams to ensure successful delivery and lasting business outcomes.

Where? JEG Tower, Archbishop Reyes, Corner Acacia St., Barangay Kamputhaw, Cebu City, 6000 Cebu

Your Role as Senior Account Manager

The Senior Account Manager serves as the primary strategic relationship owner for high-value partner accounts within Smartsourcing's KPO operating environment. This person is responsible for driving long-term partner success through executive-level engagement, portfolio governance, commercial alignment, and proactive identification of growth and expansion opportunities.

Operating as a senior member of the Partner Experience (PX) function and reporting directly to the PX Director, the Senior Account Manager plays a critical role in ensuring partner retention, portfolio health, and the delivery of Smartsourcing's strategic account commitments at scale.

Strategic Account Management

• Serve as the primary strategic point of contact for assigned strategic partner accounts, building trusted executive-level relationships
• Lead structured partner business reviews and strategic engagement sessions on a regular cadence, ensuring outcomes are documented and actioned
• Monitor and assess partner satisfaction trends, proactively identifying risks to the relationship and developing mitigation plans
• Ensure each assigned partner account has a current account success plan reviewed on a quarterly basis
• Act as the escalation owner for strategic partner concerns, coordinating resolution across relevant internal teams
  
  

Portfolio Growth and Retention

• Proactively identify and develop opportunities for workforce expansion, scope growth, and capability uplift within assigned partner portfolios
• Build and maintain a growth pipeline for each strategic account, tracking expansion conversations and commercial opportunities in the relevant CRM or tracking system
• Collaborate with the PX Director and commercial stakeholders to develop proposals, workforce plans, and business cases for partner growth initiatives
• Ensure all assigned strategic accounts achieve defined retention targets, with early identification of at-risk accounts and documented retention strategies
  
  

Governance and Risk Management

• Lead governance meetings for assigned strategic accounts, ensuring SLA adherence, commercial compliance, and service quality are reviewed and reported on a defined cadence
• Maintain accurate and up-to-date portfolio health dashboards and governance reports for each assigned account
• Identify and escalate commercial, operational, or reputational risks within the portfolio to the PX Director in a timely manner
• Ensure all partner contractual and compliance obligations are met and documented, working with relevant internal stakeholders
  
  

Cross-Functional Alignment

• Coordinate with Service Delivery Managers, Team Leads, People & Culture, Talent Acquisition, Finance, and Operations to ensure timely and effective delivery of partner commitments
• Facilitate cross-functional issue resolution for strategic partner accounts, driving accountability and tracking action item closure
• Serve as the internal advocate for the strategic partner's needs, ensuring internal teams understand priorities, timelines, and service expectations
• Provide regular briefings to internal stakeholders on strategic account status, upcoming milestones, and priority action items
  
  

Commercial Sustainability

• Support margin protection initiatives by monitoring commercial performance across assigned accounts and flagging risks to profitability
• Collaborate with the PX Director and Finance on workforce planning, commercial reviews, and cost-to-serve analysis for strategic accounts
• Contribute to scalable workforce planning discussions, ensuring headcount projections and growth plans are commercially viable and operationally executable
• Track and report on revenue impact, workforce utilisation, and commercial health metrics for each assigned strategic account
  
  

Basic Qualifications

• Bachelor's degree in Business Administration, Operations Management, or a related field is required
• Postgraduate qualifications in business, management, or a related discipline are advantageous
• Minimum 5–7 years of experience in account management, client success, or operations leadership, with demonstrated exposure to strategic or enterprise-level accounts
• Proven track record of managing executive-level stakeholder relationships and driving account growth within a KPO, BPO, or shared services environment
• Experience leading governance reviews, commercial discussions, and partner business reviews is required
• Exposure to workforce planning, commercial analysis, and multi-functional coordination is strongly advantageous
• Familiarity with data privacy obligations, contractual compliance, and confidentiality requirements relevant to a KPO/BPO operating environment; specific compliance training will be provided as required
• Exceptional written and verbal communication skills in English, with demonstrated ability to present and engage at executive level
• Strong data storytelling capability — able to translate commercial and operational metrics into clear, compelling narratives for senior stakeholders
• Skilled in facilitation, negotiation, and managing difficult conversations with composure and professionalism
  
  

Benefits

Step Into the Smartsourcing Experience

Smartsourcing was created with one mission: to change lives. We're here to ensure that businesses flourish and, just as importantly, that every member of the crew is inspired, supported, and set up to thrive. For the fifth year running, we've been recognized as one of HR Asia's Best Companies to Work For. This award isn't just a title, it's a testament to our commitment to making Smartsourcing an incredible place to build a career.

Why You'll Love Working Here

About

At Smartsourcing, we believe the best work comes from people who feel seen, heard, and valued. That's why we're all about fostering an environment where you can be your true self. We take pride in being certified as a Great Place to Work, because we know that when you love where you work, extraordinary things happen. Here's just a glimpse of what we offer:

• 5-day Christmas Leave (unwrap real time off)
• Healthcare from Day 1 for you and your family (because healthcare matters)
• Free lunch and barista-crafted coffee daily (we take our caffeine seriously)
• Night shift differential for evening schedules
• Subsidized gym membership and sports wellness clubs including hiking and free-diving
• Smartsourcing Exclusives (deals made just for you)
• Themed BFFs, monthly knockoffs, summer parties
• Community give-back programs and personal development workshops
  
  

We're not just another outsourcing company. We're building something that actually matters here a place where good work meets good culture.

Ready to take the lead in managing strategic client relationships? Join Smartsourcing and help create exceptional experiences that drive long-term success for our clients and our people. Apply now!