Account Manager

4 weeks ago

Western Visayas Philippines Xilium Professional Services Inc. Full time

Overview

Who Are We?

Xilium is a homegrown Clinical Support Outsourcing (CSO) company hailing from Iloilo City, Philippines. Founded in 2011, its two pioneers, Vanessa Belleza and Don Wickelgren, have challenged the landscape of healthcare services in both the US and the Philippines. The company started with a 5-person structure and has grown into a full-scale organization with several office sites that continue to expand. As you begin your journey with us, our employees are ready to give you a helping hand.

Job Description:

As the Account Manager , you oversee and maintain the relationships with our key clients. You will act as their partner by monitoring the quality of our service delivery and working with these clients to identify their business needs that we can address through new services. You will be proactive in obtaining client feedback for product development and will recommend additional services to enhance our existing service portfolio. You will collaborate with the Services Team by monitoring staff performance, identifying gaps, and recommending upskilling as needed by the clients.

Responsibilities
  • Oversee the relationships with our accounts
  • Monitor the quality of our service delivery with our accounts
  • Prioritize and deliver a premium customer service experience (e.g., identifying high-level requirements — resources, equipment, and skills)
  • Work with our clients to identify their business needs and develop plans to address them with services we can offer
  • Communicate with the services team to ensure compliance with policies and procedures in meeting client requirements
  • Ensure both the company and clients adhere to contract terms
  • Collaborate with other departments for special projects and/or operational tasks
  • Work closely with other department heads to ensure all operational, administrative, and compliance functions are properly executed
  • Collaborate with the training team and/or services team for client-based feedback on upskills training for staff
  • Study competition to find new ways to gain and retain clients
Qualities
  • Being an extrovert is a plus
  • Strong interpersonal skills with the ability to build lasting relationships
  • Customer-oriented attitude
  • Great communicator and collaborator
  • Cross-cultural sensitivity
  • Excellent presentation and decision-making skills
  • Ability to handle multiple large enterprise accounts simultaneously
  • Able to manage projects
  • Strong problem-solving skills
  • Proactive with a strategic mindset
  • Adept at technology
Qualifications
  • Degree: Graduate of a business-related program (or demonstrable measurable results on complex projects)
  • At least 3 years of experience in mid-management to senior-management level
  • At least 5 years of experience in a client-facing role (BPO industry), preferably with large enterprise accounts
  • Understanding and experience with KPIs, OLAs (internal), SLAs (client)
  • Experience in Contract Management
  • Proficient in Google Suite applications, especially Google Sheets
  • Project Management Professional (or experienced and had training)
Good to Have (not required)
  • Experience in US healthcare & insurance
  • Master’s degree in Business Management or related program
  • Experience in training and development
  • Service Management Training/Experience (BPO Industry)
  • Certification in Project Management Professional (preference)
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