Senior Account Manager

Position Title: Senior Account Manager

Work Setup: Onsite

Schedule: 8:00 PM to 5:00 AM

Job Location: Clark Outsourcing - Building 35 Philexcel Business Park, Clark Pampanga

Quick Rundown:

We are seeking an experienced and results-driven Senior Account Manager to lead client accounts, mentor Account Coordinators and Managers, and drive team performance. This role is responsible for strengthening client relationships, overseeing staff management, supporting recruitment, resolving escalations, and collaborating with cross-functional teams to ensure exceptional client satisfaction, employee engagement, and operational success.

What You'll Do:

Team Leadership:

• Support and mentor Account Coordinator/Manager.
• Provide training, guidance, and performance feedback.
• Foster a collaborative and high-performance work environment.

Talent Sourcing Strategy:

• Develop and implement effective sourcing strategies.
• Step in on escalated requisitions.
• Schedule recruitment calibration with clients.

Point of Escalation:

• Be the second-level escalation from Account Coordinator/Manager for both partner and partner staff.

Hiring:

• Collaborate with the Recruitment team to secure the right talent for the client, ensuring a match in skills and cultural fit.

Coaching:

• Provide targeted coaching to Account Coordinator/Manager and Partner Staff Leaders to bridge performance gaps, fostering an environment of success for the partner staff.

Account Management:

• Act as the primary point of contact (POC) for assigned clients, co-managing client staff and ensuring their needs are met.
• Serve as the escalation point for challenging scenarios, understanding staff needs to streamline their work.
• Monitor key performance indicators such as attrition and client satisfaction, understand the client's industry, and conduct regular business reviews.
• Coordinate with key stakeholders to address the needs of clients and staff effectively, ensuring a harmonious working relationship.

Account Management and Leadership:

• Participate in new account introduction calls with the NAO Specialist based on the assigned roster.
• Act as the client's primary contact, addressing needs, issues, and inquiries.
• Schedule monthly client touchbases to discuss business growth and staff improvement strategies.
• Provide leadership and guidance to client's line leaders for their success.
• Mentor Account Coordinator/Manager through coaching, weekly touchbases, involvement in client interactions, and discussions on career development and upskilling.
• Ensure quarterly performance evaluations are conducted.
• Arrange client visits, including logistics and itinerary planning.
• Offer client consultations focusing on remote staffing solutions and potential growth opportunities.

Staff Management:

• Oversee the staff onboarding process in partnership with HRBP.
• Monitor and support newly onboarded staff during their first 90 days.
• Execute CO Staff Evaluation processes, collaborating with TND as needed.
• Monitor line leaders and ensure Account Managers perform staff side-by-sides.
• Conduct skip-level and triad sessions for staff in need of additional support.
• Track the progression of Performance Improvement Plans on a weekly basis.
• Manage flight risk to proactively address potential attrition.
• Spearhead skip-level conversations with staff tagged as voluntary flight risk.
• Work with Real-Time Analysts to monitor staff punctuality and attendance.
• Manage staff timekeeping through HRIS for assigned rosters.
• Prepare and serve major disciplinary documentation to the staff.
• Develop strategies with Account Coordinator/Manager to enhance the overall staff experience.
• Lead monthly staff huddles to discuss employee success, best practices, client feedback, and challenges.

Engagement:

• Uphold and advocate the company's mission, vision, and core values, promoting a positive work-life balance.
• Collaborate with Brand Management for company-wide events and announcements.
• Encourage staff participation in company-led training activities and events.
• Partner with Account Coordinator/Manager to create engagement activities for assigned rosters.
• Support company team-building events.
• Uphold and advocate the company's mission, vision, and core values, promoting a positive work-life balance.
• Collaborate with Brand Management for company-wide events and announcements.
• Encourage staff participation in company-led training activities and events.
• Partner with Account Coordinator/Manager to create engagement activities for assigned rosters.
• Support company team-building events.

Stakeholder Management:

• Work with Finance on client billing inquiries, invoices, and fund requests.
• Coordinate with Office Management for equipment requirements and timely processing of requests.
• Collaborate with HRBP for all HR matters.
• Partner with ISD for client data security and technology needs.
• Engage with IAD for quality audits, process reviews, and improvements.

What We're Looking For:

• Proven work experience as a Senior Account Manager, Key Account Manager, Sales Account Manager, Junior Account Manager, or relevant role
• Female candidates are preferred for this role
• Demonstrable ability to communicate, present, and influence key stakeholders at all levels of an organization, including executive and C-level
• Solid experience with CRM software (Airtable) and MS Office (particularly MS Excel)
• Experience delivering client-focused solutions to customer needs
• Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
• Excellent listening, negotiation, and presentation abilities
• Strong verbal and written communication skills
• BA/BS degree in Business Administration, Sales, or a relevant field

Why You’ll Love Joining the CO Fam!

At Clark Outsourcing, we’re redefining what it means to work in a BPO. This isn’t your regular office setup - it’s where careers flourish, friendships grow, and fun is always part of the deal. Our culture is unmatched (seriously, our team swears by it), and we promise you’ll have to experience it yourself to believe it.

Here’s what’s in store for you:

Health and Welfare Benefits: HMO with prescription coverage, SSS, PhilHealth, Pag-IBIG, 13th-month pay, retirement benefits, and more.

Beyond Work: Enjoy our in-office swimming pool (lowkey flex!), CO Club gaming lounge, CSR involvement through CO Stars, scholarship programs, and access to CO Academy for growth.

Travel Opportunities: We send at least 20 staff per year to visit our clients in the US, UK, and Australia, giving you international exposure and experience.

Leave Benefits: Paid holidays, Earned PTO on your first month, Wellness leave (no questions asked), plus special leaves like bereavement, parental leave, and Magna Carta leave.

Extra Perks: Salary loans up to PHP 1M (via BPI), CO Swag Bag, birthday and anniversary tokens, and our COol & flexible workplace.

Growth and Recognition: Yearly performance appraisals, career advancement programs, CO League events, and guidance from our amazing Coaches!

At CO, it’s not just about work - it's about loving where you work. Ready to experience the best workplace ever? We can’t wait to welcome you to the team!