XTN-5FC4366 | ACCOUNT MANAGER

We are seeking a highly skilled and proactive Account Manager to join our team in the fast-paced GBS company (Business Services / Shared Services). This role is pivotal in ensuring seamless collaboration between clients, sales, and operations teams to drive exceptional service delivery and business growth. The ideal candidate will have a strong background in account management, project management, and client relationship building, paired with a strategic mindset and a passion for delivering results.

• HMO/Medical

• Miscellaneous allowance

• Loans

• Dental 

Client Relationship and Collaboration 

• Build and sustain strong relationships with key clients, serving as their primary point of contact for all business-related matters and knowledge base for each client engagement, ensuring alignment on objectives and address their evolving needs.
• Conduct regular presentations and business reviews with clients to evaluate service delivery, highlight achievements, and identify areas for improvement.
• Propose solutions to potential recurring issues, ensuring proactive management of client concerns.
• Foster trust and long-term partnerships to drive client satisfaction, business growth, and client referrals. Manage opportunities for upselling and cross-selling by identifying additional value propositions within client operations. 

Service Delivery Excellence 

• Manage client onboarding processes, including technical migrations and implementations, ensuring seamless transitions and timely execution.
• Collaborate with the Sales Team to deeply understand, document, and align with client requirements. On the other hand, work closely with the Operations team to maintain high-quality service delivery that exceeds client expectations.
• Apply project management skills to plan, execute, and monitor client-facing projects, ensuring tasks are completed on time and within scope.
• Utilize analytical abilities to track service delivery performance, extract insights, and make data-driven decisions that optimize client outcomes.
• Leverage technical proficiency in CRM software and the Microsoft Office Suite to manage client information, monitor activities, and produce detailed reports.
• Demonstrate exceptional organizational skills and time management to balance multiple projects and meet deadlines effectively.
• Foster collaboration with internal teams while working independently to resolve client issues promptly and efficiently. 

Strategic Account Planning and Growth Mindset

• Develop and implement strategic account plans to achieve sales targets, foster account growth, and uncover new business opportunities.
• Identify areas for additional value by critically analyzing client operations and proposing strategies for improvement.
• Leverage industry knowledge and market insights to anticipate client needs and drive innovative solutions.
• Support the development of strategic initiatives aimed at enhancing client services and expanding business opportunities. 

Process Development and Improvement

• Establish and refine processes and policies based on industry best practices to improve operational efficiency and service quality.
• Identify opportunities to streamline workflows and enhance the client experience.
• Ensure that all processes align with organizational goals and client expectations, creating scalable solutions for growth. 

• Education: Bachelor’s degree in business administration, marketing, or a related field.
• Experience: 5+ years proven track record in sales, account management, or customer relationship management within the BPO industry. Industry
• Knowledge: Strong understanding of market dynamics and the BPO sector.
• Client Relationship: Demonstrated ability to manage accounts, achieve revenue targets, and drive client satisfaction.
• Communication Skills: Excellent interpersonal and communication skills to engage clients, understand needs, and foster long-term relationships.
• Project Management: Ability to plan, execute, and monitor projects effectively, ensuring timely delivery of results.