Sourcefit

Position Summary:

The Senior Account Manager is pivotal in managing and enhancing relationships with key strategic clients. In this role, you will collaborate closely with the Head of Account Management to ensure the seamless delivery of services, uphold operational excellence, and consistently meet or exceed client expectations. As the primary point of contact for clients, you will not only mentor Account Managers and oversee account performance but also partner with cross-functional teams to streamline processes, address challenges, and uncover opportunities for growth. Your strategic oversight and proactive approach will drive long-term client satisfaction and contribute to the overall success of the organization.

Job Details:

Work Set up: Hybrid (Onsite assignment/Visit As needed)

Possible Locations to visit: Bridgetowne, Eastwood, Pampanga, Cebu

Schedule: Monday to Friday | 3 PM to 12 AM

Key Responsibilities:

  1. Client Relationship Management:
    • Serve as the main point of contact for strategic clients, ensuring their needs are met and expectations are exceeded.
    • Develop and maintain strong, long-term relationships with clients to promote loyalty and retention.
    • Conduct regular check-in meetings with clients to gather feedback, and identify opportunities for improvement or expansion.
    • Act as the voice of the client within the organization, ensuring their priorities and concerns are communicated effectively to the internal team.
  2. Service Delivery & Performance Management:
    • Oversee the execution of BPO services, ensuring consistent and high-quality service delivery according to client SLAs (Service Level Agreements) and KPIs (Key Performance Indicators).
    • Monitor and track service metrics and performance against client expectations, making adjustments as needed to ensure optimal outcomes.
    • Coordinate with cross-functional teams (operations, HR, IT, etc.) to resolve client issues and streamline processes for greater efficiency.
    • Lead and support problem-solving efforts to ensure timely resolution of client escalations or service disruptions.
  3. Project Management & Implementation:
    • Oversee the seamless onboarding of new clients, including managing the scope of work, timelines, resource allocation, and risk mitigation plans.
    • Lead the execution of service transitions or project implementations, ensuring the alignment of resources, processes, and goals.
    • Identify potential risks and opportunities within client accounts, ensuring proactive management to prevent escalations.
  4. Team Leadership & Development:
    • Serve as the Primary Point of Contact in the Absence of the Head of Account Management
    • Collaborate with the Head of Account Management on High Level Initiatives and Daily Operations
    • Manage a team of Client Services Managers or Account Managers, providing coaching, mentoring, and support to ensure high levels of team performance and morale.
    • Foster a collaborative environment focused on continuous improvement, innovation, and client satisfaction.
    • Support professional development by identifying training needs and providing opportunities for growth.
  5. Financial Management:
    • Ensure that the financial aspects of the client contracts are managed effectively, including budgeting, forecasting, and invoicing.
    • Assist in contract renewals, negotiating pricing, terms, and service delivery expectations to maintain profitability while meeting client needs.
    • Identify cost-saving opportunities without compromising service quality.
  6. Reporting & Documentation:
    • Prepare and present regular reports to clients and senior management on account status, performance metrics, and progress against objectives.
    • Maintain accurate documentation of client interactions, service delivery, and any contractual amendments.
  7. Business Growth & Upselling:
    • Identify opportunities to expand the scope of services offered to existing clients, driving revenue growth and enhancing client relationships.
    • Support the sales and business development teams in pitching new services or renewals, contributing to the overall growth of the business.

Required Skills & Qualifications:

  • Experience:
    • Minimum of 3-5 years in client services, account management, or BPO operations, with at least 2-3 years in a senior management role.
    • Proven experience managing large, complex client accounts in a BPO or outsourced service environment.
  • Leadership Skills:
    • Strong leadership abilities, with experience leading and mentoring teams to deliver high-performance results.
    • Ability to manage multiple stakeholders, balancing client needs with internal objectives.
  • Client-Focused:
    • Demonstrated ability to build and maintain strong client relationships.
    • Excellent communication, presentation, and negotiation skills.
  • Problem-Solving & Critical Thinking:
    • Strong analytical and problem-solving skills with the ability to think strategically and tactically.
    • Proven ability to handle client escalations and resolve issues in a calm and effective manner.
  • Project Management:
    • Strong organizational and project management skills with a track record of delivering client projects on time and within budget.
  • Financial Acumen:
    • Experience managing client budgets, forecasting, and cost control.

Preferred Qualifications:

  • Experience in a global BPO environment.
  • Understanding of digital transformation trends and how they impact client service delivery.
  • Knowledge of process optimization and continuous improvement methodologies.

Work Environment:

  • Fast-paced and dynamic environment.
  • Occasional local travel may be required for client meetings or site visits.

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