Position Summary
The Account Manager is responsible for managing day-to-day relationships with international BPO clients, ensuring service delivery remains aligned with client expectations, operational commitments, SLAs, and KPIs. This role serves as the primary client contact for assigned accounts and works closely with internal operations and support teams to address concerns, manage escalations, and drive consistent account performance.
The role requires a proactive, client-focused professional who can build strong working relationships, communicate account priorities clearly, monitor service quality, and support continuous improvement across assigned programs. The Account Manager will also help identify account risks, coordinate action plans, and contribute to long-term client satisfaction and retention.
Key Responsibilities
Client Relationship Management
- Serve as the main point of contact for assigned international clients, ensuring client needs are understood, addressed, and followed through.
- Build and maintain strong, long-term client relationships that support retention, trust, and service continuity.
- Conduct regular client check-ins, business reviews, and performance discussions to gather feedback and identify opportunities for improvement.
- Act as the voice of the client internally, ensuring client priorities, concerns, and expectations are clearly communicated to relevant teams.
Service Delivery and Account Performance
- Oversee day-to-day account performance and ensure service delivery aligns with client SLAs, KPIs, and agreed expectations.
- Coordinate with Operations, HR, IT, Workforce, Training, and other internal teams to resolve client issues and improve service delivery.
- Monitor account health, identify risks, and support timely resolution of client escalations or service disruptions.
- Recommend process improvements that strengthen client satisfaction, operational consistency, and account performance.
BPO Client and Account Management
- Manage client relationships across one or more BPO programs, accounts, or business verticals.
- Support accounts across industries such as Telco, Fintech, Healthcare, Retail, or similar BPO service environments.
- Maintain a strong understanding of client goals, operational requirements, performance expectations, and commercial priorities.
- Partner with internal leaders to ensure client concerns are addressed with urgency, professionalism, and clear ownership.
Client Communication and Message Management
- Effectively relay information, updates, recommendations, and decisions from internal Sourcefit teams to clients with accuracy, professionalism, and appropriate context.
- Communicate sensitive or challenging messages in a thoughtful, sophisticated, and solutions-oriented manner that protects the client relationship and supports company objectives.
- Use sound judgment, creativity, and business awareness to frame client communications in a way that positively influences outcomes, even when the message may not be immediately popular.
- Ensure client-facing communication is clear, consistent, timely, and aligned with internal leadership direction.
Reporting and Documentation
- Prepare and present regular updates on account performance, client feedback, risks, escalations, and action plans.
- Maintain accurate documentation of client interactions, commitments, performance discussions, escalations, and account changes.
- Support internal leadership with account status updates, service trends, and performance insights.
Business Growth and Account Development
- Identify opportunities to improve, expand, or strengthen existing client partnerships.
- Support renewal, service expansion, and account growth discussions as needed.
- Collaborate with internal stakeholders to align account development opportunities with operational capability and client expectations.
Required Qualifications
- At least 3 to 5 years of client management, account management, or client services experience in the BPO industry.
- Direct experience managing international clients is required.
- Experience from a major BPO company in the Philippines is required.
- Experience handling multiple industries or account types, such as Telco, Fintech, Healthcare, Retail, or similar BPO verticals.
- Strong understanding of BPO service delivery, SLAs, KPIs, escalations, and client performance management.
- Excellent communication, presentation, stakeholder management, and problem-solving skills.
- Ability to balance client expectations with internal operational priorities.
- Willing and able to work full onsite, 5 days per week, at either the G1 (Eastwood) or Exxa (Bridgetowne) office.
- Willing to work Monday to Friday, 3:00 PM to 12:00 AM.
Core Competencies
- Strong attention to detail and commitment to accuracy in client communication, reporting, follow-through, and documentation.
- Sound judgment and strong decision-making skills, especially when balancing client expectations, internal priorities, and business impact.
- Professional communication style with the ability to influence clients positively and maintain credibility in complex or sensitive situations.
- High ownership, accountability, and follow-through when coordinating action items across clients and internal teams.
Preferred Qualifications
- Experience supporting global or multinational BPO clients.
- Exposure to multiple BPO verticals, including Customer Service, Back Office, Technical Support, Telco, Fintech, Healthcare, or Retail.
- Experience handling client escalations, business reviews, service recovery plans, and performance improvement initiatives.
- Experience working in a full onsite or hybrid BPO account management environment.
