Senior Account Manager

My Mountain Mover; Philippines; On-site; PHP 500,000 - 900,000; Full time

Job summary

My Mountain Mover is seeking a Senior Account Manager to lead a team of Account Managers supporting Medical Virtual Assistants (MVAs). The role focuses on performance, onboarding, training, quality assurance, and coaching to ensure client satisfaction and operational excellence.

The ideal candidate has strong people leadership, extensive MVA experience, and a proven track record in remote staffing operations.

Qualifications

• Minimum of 2 years of Team Lead or Managerial experience.
• Extensive experience as a Medical Virtual Assistant is required.
• 1–2 years of experience working in a remote staffing or outsourcing agency is non-negotiable.
• Strong English communication skills.
• Advanced Salesforce user knowledge.

Responsibilities

• 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.
• Coordinate and lead special projects within the Medical Business Industry.

Skills

Team Lead

People mgmt

Remote staffing

English fluency

Data analysis

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.
• Extensive experience as a Medical Virtual Assistant is required.
• STRICT REQUIREMENT: 1–2 years of experience working in a remote staffing or outsourcing agency (non-negotiable).
• 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.
• Advanced Salesforce user knowledge.
• Excellent verbal and written English communication skills.

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.

Non-Negotiable Requirement

Applications will only be considered if the candidate has at least 1–2 years of experience working in a remote staffing or outsourcing agency. Candidates without this experience will not proceed in the hiring process.