The posting
Discover your 100% YOU with MicroSourcing!
Position: Account Manager Location: Clark City Front Mall Work setup & shift: Onsite | Day shift
Position Overview:
The Account Manager (designated internally as Client Relationship Management) owns the day-to-day client relationship within their assigned vertical pod. This critical role acts as a bridge between the client and the enterprise, ensuring that daily service delivery aligns perfectly with client expectations and contractual commitments. Operating within a matrixed environment, the Account Manager partners closely with embedded HR and Talent Acquisition Partners, as well as Shared Services and Enterprise Enablement teams, to drive account health, profitability, and growth.
Key Responsibilities:
Client Relationship & Service Delivery
- Serve as the primary point of contact for assigned clients, actively managing expectations and swiftly resolving escalations.
- Hold full responsibility and accountability for client escalation resolution and respond to SLA breaches.
- Monitor SLA and overall delivery performance, partnering directly with the pod's HR Partner and TA Partner to close any identified gaps.
- Maintain high levels of customer satisfaction, establishing a trusted partnership to ensure clients feel comfortable working closely with you to achieve their business objectives.
- Coordinate regular catch-ups with clients and staff (following standardized SOPs) and ensure communication is documented in the CRM and tracking logs.
Commercials & Account Growth
- Identify and pursue growth and retention opportunities within existing client accounts, including new business opportunities, upsells, and new position suggestions.
- Relay critical client feedback and market intelligence to enterprise leadership.
- Lead the negotiation of client pricing, discounting, and commercial terms in contracts.
- Escalate any pricing or terms that fall outside standard margin guardrails to Finance & Admin (Enablement) for accountable sign-off.
Workforce Planning & Talent Acquisition
- Own the initial pod hiring plan and requisition forecasting by providing accurate client demand signals and volume projections.
- Partner with the TA Partner, ensuring alignment as the TA Partner finalizes the consolidated staffing plan and manages staffing capacity.
- Provide consultation during the interview process, final selection decisions, and headcount approvals.
- Monitor team attendance, compliance with time-tracking policies, and adherence to tardiness processes, promptly notifying clients of any absences or delays.
Contracting & Risk Management
- Manage the initial review and redlining of client contracts, understanding and applying all aspects of client contracts that relate to the customer group.
- Ensure no verbal commitments are made regarding legal risk without prior escalation and formal sign-off from the Legal & Commercial Enablement team.
- Ensure strict IT compliance and data security protocols are maintained, regularly briefing teams on privacy obligations and IP protection.
Cross-Functional Collaboration & People Management
- Coordinate comprehensive support from Shared Services (Finance, Operations, HR Admin) and Enterprise Enablement teams to meet complex client needs.
- Consult with the Finance Partner on pod budgeting, cost allocation, margin analysis, and client billing execution.
- Consult with the HR Partner on pod-level compensation exceptions, counter-offers, and engagement action-planning to retain client-facing staff without eroding enterprise pay equity.
- Guide and direct the activities of team members, complete Performance Assessment Reviews (PARs) with a development focus, and support succession planning and replacement strategies for underperforming employees.
Core Competencies
- Executive Presence: Confidently engages senior client executives by remaining poised, prepared, professional, confident, and open, navigating boardroom politics through authentic caring and preparation.
- Business Acumen: Understands what matters most to the client's business model, industry, and financial drivers, focusing consistently on top-line revenue, profitability, efficiency, and customer experience.
- Strategic Thinking & Innovation: Thinks beyond daily operational issues by bringing creativity, challenging assumptions, introducing fresh perspectives, and identifying missed expansion opportunities.
- Relationship Depth: Maps out the client organization to understand key players in the "contract universe" and adjacent departments, assessing relationship strengths to deepen client penetration.
- Voice of the Client: Proactively uses systematic approaches to gather, document, and communicate consistent client feedback internally to prioritize closing performance gaps.
- Growth Mindset: Continually works to uncover process efficiencies, quality improvements, and new ways to expand the business while remaining open to safe experimentation and pilot projects.
- Account Planning: Demonstrates future-oriented thinking regarding profitability, strategy/solution changes, and multi-year planning.
- Communication & Influence: Operates with transparency and candor, communicating bad news early, building trust through honesty, and managing expectations effectively.
- Ownership & Accountability: Demonstrates extreme ownership by driving issues through to timely, win-win resolutions as the quarterback across departments.
- Learning Agility & Curiosity: Proactively researches market developments, seeks personal growth, explores AI and emerging solutions, and conducts competitor research.
Required Qualifications & Skills
- Education: Bachelor's Degree in Business Administration, Management Studies, or a related discipline.
- Experience: 1 to 5+ years of experience in BPO account management, enterprise client success, customer service, marketing, or complex B2B relationship management.
- Commercial Acumen: Strong financial literacy and proven track record of negotiating commercial terms, managing account P&L, and driving account growth.
- Stakeholder & Leadership Skills: Exceptional ability to navigate matrixed organizational structures, collaborate with specialized internal teams (HR, TA, Legal, Finance), and lead/develop others.
- Communication & Problem-Solving: Advanced English communication skills, with a proven ability to interact professionally with clients, analyze customer metrics (such as Net Promoter Score), and resolve issues promptly.
- Technical Proficiency: Advanced skills in MS Office, Google Workspace tools, and CRM platforms (such as HubSpot).
About MicroSourcing
With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.
Why join MicroSourcing?
You'll have:
- Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses.
- A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
- Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
- Career Growth: Take advantage of opportunities for continuous learning and career advancement.
- Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
Our commitment to 100% YOU
MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.
At MicroSourcing, equality is not merely a slogan - it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!
For more information, visit https://www.microsourcing.com/
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