Senior Strategic Account Manager - Growth & Partnerships

Smartsourcing Inc.; Cebu City; On-site; PHP 1,000,000 - 1,400,000; Full time

Benefits offered by this job

5-day Christmas Leave

Healthcare from Day 1

Free lunch and barista-crafted coffee

Subsidized gym membership and wellness

Smartsourcing Exclusives deals

Community give-back programs

Themed events and team activities

Job summary

Smartsourcing Inc. in Cebu City seeks a Senior Account Manager to own strategic partnerships, drive long-term value, and lead cross-functional teams for enterprise accounts. You will engage executives, govern portfolios, and identify growth opportunities while delivering exceptional client experiences.

The role reports to the PX Director and focuses on partner retention, portfolio health, and scalable commitments at scale. Strong English communication and data storytelling are essential.

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.

Responsibilities

• 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.
• 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.
• 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 elevate 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.
• 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.
• 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.

Skills

Executive relationships

Strategic account management

Data storytelling

English communication

Education

Bachelor's degree in Business Administration

Postgraduate business qualifications advantageous

Tools

CRM software

Governance reporting tools

Job description

Smartsourcing Inc. in Cebu City seeks a Senior Account Manager to own strategic partnerships, drive long-term value, and lead cross-functional teams for enterprise accounts. You will engage executives, govern portfolios, and identify growth opportunities while delivering exceptional client experiences.

The role reports to the PX Director and focuses on partner retention, portfolio health, and scalable commitments at scale. Strong English communication and data storytelling are essential.