Account Manager

2 weeks ago


Angeles City, Central Luzon, Philippines Clark Outsourcing Full time

Position Title: Account Manager

Salary: 45, ,000 PHP monthly

Reports To: Partner, Partner Advisor

Primary Relationships: Partner Staff

Date: March 2024

Schedule: TBD

High Level Responsibilities:

  • 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 Junior Account Managers and Line Leaders to bridge performance gaps, fostering an environment of success for the partner staff.
  • Account Management: Acting as the primary point of contact (POC) for assigned clients, co-managing client staff, and ensuring their needs are met.
  • Support and Guide: Serving as the escalation point for challenging scenarios, understanding staff needs to streamline their work.
  • Performance Management: Monitor key performance indicators such as attrition and client satisfaction, understand the client's industry, and conduct regular business reviews.
  • Partnership: Coordinate with key stakeholders to address the needs of clients and staff effectively, ensuring a harmonious working relationship.

Specific Responsibilities

  • 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 Junior Account Managers 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 Junior Account Managers.
    • 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 Junior 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 conversation to staff that is tagged as voluntary flight risk
    • Work with Real-Time Analysts to monitor staff productivity and attendance.
    • Manage staff timekeeping through HRIS for assigned rosters.
    • Prepare and serve major disciplinary documentation to the staff
    • Develop strategies with Junior Account Managers to enhance the overall staff experience.
    • Lead monthly staff huddles to discuss employee success, best practices, client feedback, and challenges.
  • Recruitment
    • Coordinate with the recruitment team for role requisitions.
    • Participate in recruitment calibration sessions.
    • Provide weekly updates to clients on requisitions.
    • Facilitate final interviews with clients, highlighting staff talents and making hiring recommendations.
  • 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 Junior Account Managers to create engagement activities for assigned rosters.
    • Celebrate staff birthdays in partnership with the Compensation and Benefits team.
    • Support quarterly 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 People Management for all HR matters.
    • Partner with ISD for client data security and technology needs.
    • Engage with IAD for quality audits, process reviews, and improvements.

Qualifications:

  • Proven work experience as an Account Manager, Key Account Manager, Sales Account Manager, Junior Account Manager, or relevant 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

COmpany Benefits:

  • SSS, Philhealth, Pag-Ibig
  • 13th Month Pay
  • HMO and Life Insurance (AVEGA)
  • Free Shuttle Service
  • CO League - Monthly Company Activities
  • CO Clubs
  • CO Amenities Swimming Pool, Clinic and Kids zone
  • CO Stars - Corporate Social Responsibility Involvement Scholarship Programs
  • CO Academy - Training and Development Programs
  • COolture Coach
  • CO Gears
  • Cool and Flexible Workplace
  • Other Performance and Attendance Based Rewards
  • Bereavement Leave
  • Paternity Leave
  • 7 days SOLO Parent Leave
  • Magna Carta Leave
  • Company Bank Loan

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