Senior Account Manager

CO Careers

Pampanga

On-site

PHP 893,000 - 1,339,000

Full time

4 days ago

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Benefits offered by this job

HMO with prescription coverage

SSS

PhilHealth

Pag-IBIG

13th-month pay

retirement benefits

CO Swag Bag

Job summary

CO Careers is seeking a Senior Account Manager to lead client accounts from our onsite Clark Pampanga location. You will mentor Account Coordinators and Managers, drive performance, and ensure exceptional client satisfaction, employee engagement, and operational success.

You will oversee staff management, recruitment collaboration, and escalation handling while coordinating with cross-functional teams to deliver results and foster strong client relationships.

Qualifications

Proven work experience in account management or related roles.
Strong communication and presentation skills; able to influence stakeholders at all levels.
Experience using CRM tools (Airtable) and MS Excel for reporting and tracking.

Responsibilities

Lead and manage client accounts, serving as primary point of contact.
Mentor and develop Account Coordinators and Managers; drive team performance.
Develop sourcing and client engagement strategies; resolve escalations and ensure client satisfaction.

Skills

CRM software (Airtable)

MS Office / Excel

Client-focused solutions

Stakeholder communication

Project management

Education

BA/BS degree in Business Administration, Sales, or a relevant field

Job description

Position Title: Senior Account Manager

Work Setup: Onsite

Schedule: 8:00 PM to 5:00 AM

Job Location: Clark Outsourcing - Building 35 Philexcel Business Park, Clark Pampanga

Quick Rundown:

We are seeking an experienced and results-driven Senior Account Manager to lead client accounts, mentor Account Coordinators and Managers, and drive team performance. This role is responsible for strengthening client relationships, overseeing staff management, supporting recruitment, resolving escalations, and collaborating with cross-functional teams to ensure exceptional client satisfaction, employee engagement, and operational success.

What You’ll Do:

Team Leadership

Support and mentor Account Coordinator/Manager.
Provide training, guidance, and performance feedback.
Foster a collaborative and high-performance work environment.

Talent Sourcing Strategy

Develop and implement effective sourcing strategies.
Step in on escalated requisitions.
Schedule recruitment calibration with clients.

Point of Escalation

Be the second-level escalation from Account Coordinator/Manager for both partner and partner staff.

Hiring

Collaborate with the Recruitment team to secure the right talent for the client, ensuring a match in skills and cultural fit.

Coaching

Provide targeted coaching to Account Coordinator/Manager and Partner Staff Leaders to bridge performance gaps, fostering an environment of success for the partner staff.

Account Management

Act as the primary point of contact (POC) for assigned clients, co-managing client staff and ensuring their needs are met.
Serve as the escalation point for challenging scenarios, understanding staff needs to streamline their work.
Monitor key performance indicators such as attrition and client satisfaction, understand the client's industry, and conduct regular business reviews.
Coordinate with key stakeholders to address the needs of clients and staff effectively, ensuring a harmonious working relationship.

Account Management and Leadership

Participate in new account introduction calls with the NAO Specialist based on the assigned roster.
Act as the client's primary contact, addressing needs, issues, and inquiries.
Schedule monthly client touchbases to discuss business growth and staff improvement strategies.
Provide leadership and guidance to client's line leaders for their success.
Mentor Account Coordinator/Manager through coaching, weekly touchbases, involvement in client interactions, and discussions on career development and upskilling.
Ensure quarterly performance evaluations are conducted.
Arrange client visits, including logistics and itinerary planning.
Offer client consultations focusing on remote staffing solutions and potential growth opportunities.

Staff Management

Oversee the staff onboarding process in partnership with HRBP.
Monitor and support newly onboarded staff during their first 90 days.
Execute CO Staff Evaluation processes, collaborating with TND as needed.
Monitor line leaders and ensure Account Managers perform staff side-by-sides.
Conduct skip-level and triad sessions for staff in need of additional support.
Track the progression of Performance Improvement Plans on a weekly basis.
Manage flight risk to proactively address potential attrition.
Spearhead skip-level conversations with staff tagged as voluntary flight risk.
Work with Real-Time Analysts to monitor staff punctuality and attendance.
Manage staff timekeeping through HRIS for assigned rosters.
Prepare and serve major disciplinary documentation to the staff.
Develop strategies with Account Coordinator/Manager to enhance the overall staff experience.
Lead monthly staff huddles to discuss employee success, best practices, client feedback, and challenges.

Engagement

Uphold and advocate the company's mission, vision, and core values, promoting a positive work-life balance.
Collaborate with Brand Management for company-wide events and announcements.
Encourage staff participation in company-led training activities and events.
Partner with Account Coordinator/Manager to create engagement activities for assigned rosters.
Support company team-building events.

Stakeholder Management

Work with Finance on client billing inquiries, invoices, and fund requests.
Coordinate with Office Management for equipment requirements and timely processing of requests.
Collaborate with HRBP for all HR matters.
Partner with ISD for client data security and technology needs.
Engage with IAD for quality audits, process reviews, and improvements.

What We’re Looking For:

Proven work experience as an Account Manager, Key Account Manager, Sales Account Manager, Junior Account Manager, or relevant role
Demonstrable ability to communicate, present, and influence key stakeholders at all levels of an organization, including executive and C-level
Solid experience with CRM software (Airtable) and MS Office (particularly MS Excel)
Experience delivering client-focused solutions to customer needs
Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
Excellent listening, negotiation, and presentation abilities
Strong verbal and written communication skills
BA/BS degree in Business Administration, Sales, or a relevant field

Why You’ll Love Joining the CO Fam!

At Clark Outsourcing, we’re redefining what it means to work in a BPO. This isn’t your regular office setup - it’s where careers flourish, friendships grow, and fun is always part of the deal. Our culture is unmatched (seriously, our team swears by it), and we promise you’ll have to experience it yourself to believe it.

Health and Welfare Benefits:

HMO with prescription coverage
SSS
PhilHealth
Pag-IBIG
13th-month pay
retirement benefits
and more.

Beyond Work:

Enjoy our in-office swimming pool (lowkey flex!), CO Club gaming lounge, CSR involvement through CO Stars, scholarship programs, and access to CO Academy for growth.

Travel Opportunities:

We send at least 20 staff per year to visit our clients in the US, UK, and Australia, giving you international exposure and experience.

Leave Benefits: