Senior Account Manager

My Mountain Mover; Philippines; Remote; PHP 900,000 - 1,800,000; Full time

Job summary

My Mountain Mover seeks an experienced Senior Account Manager to lead and develop a team of Account Managers supporting Medical Virtual Assistants. The role focuses on driving performance, onboarding, training, and quality assurance in a remote staffing environment.

The ideal candidate has at least 2 years of team leadership, strong analytics, and proven coaching abilities, plus 1–2 years remote staffing experience and Salesforce expertise to optimize client satisfaction and operations.

Qualifications

• 2+ years of team lead or managerial experience.
• Strong analytical skills to interpret performance metrics.
• Experience creating performance improvement plans and coaching.
• Excellent leadership, planning, organization, and problem-solving skills.
• 1–2 years of remote staffing or outsourcing agency experience and Salesforce experience (non-negotiable).

Responsibilities

• Lead, coach, mentor, and evaluate a team of Account Managers.
• Provide onboarding and training for newly hired Account Managers.
• Conduct regular performance reviews and coaching.
• Handle escalations and corrective action plans when necessary.
• Monitor and analyze team KPIs and performance metrics.
• Report weekly team performance updates and recommend improvement strategies.
• Coordinate and lead special projects within the Medical Business Industry.
• Support client onboarding and clinic workflow implementation.
• Collaborate with Account Managers to improve Virtual Assistant performance and client satisfaction.
• Conduct workflow reviews and recommend process improvements.
• Ensure compliance with healthcare documentation standards.

Skills

Leadership

Analytical skills

Project management

Decision making

Coaching

Tools

Salesforce

Job description

We are seeking an experienced Senior Account Manager (AM) to lead, coach, and develop a team of Account Managers supporting Medical Virtual Assistants (MVAs). This role is responsible for driving team performance, ensuring operational excellence, improving client satisfaction, and overseeing onboarding, training, quality assurance, and performance management. The ideal candidate is a strong people leader with extensive Medical Virtual Assistant experience and a proven background in remote staffing operations.

KEY RESPONSIBILITIES

Leadership & Team Management

• Lead, coach, mentor, and evaluate a team of Account Managers.
• Provide onboarding support and training for newly hired Account Managers.
• Conduct regular performance reviews and provide actionable coaching.
• Handle escalations and implement corrective action plans when necessary.
• Ensure Account Managers consistently follow company policies, procedures, and service standards.

Performance & Operations

• Monitor and analyze team KPIs and performance metrics.
• Conduct Deep Dive Analysis (DDA) to identify trends, performance gaps, and operational inconsistencies.
• Report weekly team performance updates and recommend improvement strategies.
• Facilitate task analysis and identify new opportunities for operational efficiency.
• Coordinate and lead special projects within the Medical Business Industry.

Client & Medical Operations

• Support client onboarding and clinic workflow implementation.
• Collaborate with Account Managers to improve Virtual Assistant performance and client satisfaction.
• Conduct workflow reviews and recommend process improvements.
• Perform hard skills reassessments for Virtual Assistants as needed.
• Ensure compliance with operational and healthcare documentation standards.

QUALIFICATIONS

Required

• Minimum of 2 years of Team Lead or Managerial experience with strong people and project management skills.
• Strong analytical skills with the ability to interpret performance metrics and make data-driven decisions.
• Experience creating performance improvement plans and coaching employees toward measurable goals.
• Excellent leadership, planning, organization, and problem-solving skills.
• STRICT REQUIREMENT: 1–2 years of experience working in a remote staffing or outsourcing agency (non-negotiable) and Salesforce experience

Preferred

• Trainer, Learning & Development, or Coaching experience.
• Experience managing healthcare operations or Medical Virtual Assistant teams in a remote environment.

What We’re Looking For

• Proven leader with a passion for coaching and developing teams.
• Highly analytical with strong decision-making skills.
• Organized, proactive, and results-driven.
• Able to manage multiple priorities in a fast-paced remote environment.
• Strong client relationship and stakeholder management skills.
• Committed to continuous improvement and operational excellence.