Account Manager

2 days ago

General Santos, Soccsksargen, Philippines Virtual Champs Global Inc. Full time ₱800,000 - ₱1,200,000 per year

Responsibilities:

  • Monitor, manage and maintain the day to day operations of assigned Clients or Accounts.
  • Maintain assigned Clients, reach target MRR and % Retention and $ Churn, as KPIs.
  • Maintain inter-departmental and Client SLAs.
  • Develop and improve campaign strategies and processes.
  • Act as the point of contact for the Client and agents/managers/leads under each Account.
  • Point of escalation for issues or concerns within each Account.
  • Develop and prepare reports (daily, weekly and/or monthly) as required.
  • Identify upselling or cross-selling opportunities with new or existing Clients or Accounts.
  • Recommend Retention and Churn preventing efforts.
  • Handle Client and Agent Onboarding (interviews, profiling, training, coaching -feedback and assessment) and Offboarding.
  • Conduct regular Client and Agent/Team check ins to maintain assigned book of business.

Requirements:

  • Minimum of 2 years experience handling similar responsibilities.
  • Minimum of 2 years experience in a leadership or management role.
  • Have worked in the BPO industry for at least 5 years.
  • Experience in directly handling Clients and Escalations.
  • If based in General Santos City - Hybrid setup, would be required to work some days onsite and other days WFH.
  • If based elsewhere in the Philippines (as a non-negotiable) - would be required to work or travel to General Santos City periodically throughout the year (3 to 6x a year, for a few days to a week). The schedule would depend upon the Operations Department. Travel allowance included.

Nice to Have:

  • Have worked as a freelancer and working with Clients directly - either independently or have handled a team for a Client
  • Experience working with a start-up
  • Big BPO experience is not ideal, I'd rather an OPS person who have worked with smaller BPO companies or start-ups
  • Have handled accounts and experience in dealing with contract negotiations, responsible for a book of business, and responsible for churn

Job Type: Full-time

Pay: Php40,000.00 per month

Work Location: In person

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