Accounts Manager

2 days ago

Manila, National Capital Region, Philippines i-vic International Full time $60,000 - $100,000 per year

Job Description

· Serve as primary and readily available contact for senior client stakeholders.

· Maintain proactive and responsive communication, ensuring client needs are addressed in real time to maintain trust and satisfaction.

· Lead regular status meetings, strategic reviews and performance check-ins.

· Lead, guide and mentor team managers and project teams to maintain high performance and morale.

· Ensure clear communication of client expectations and timelines to internal stakeholders.

· Coordinate across departments for seamless execution.

· Foster a collaborative culture and resolve internal conflicts promptly to keep team morale strong.

· Oversee end-to-end project delivery, ensuring all work is completed on time, within scope and on budget.

· Monitor project milestones, flag risks early, remove roadblocks for team, and make proactive adjustments to keep projects on track.

· Review key deliverables and provide strategic input to ensure alignment with client objectives.

· Identify opportunities for upselling or expanding accounts while maintaining budget discipline.

· Track performance metrics (P&L, utilization, cost efficiency) and implement improvements where needed

· Design, develop, and optimize IVR call flows to improve customer experience.

Skills Required

· Understanding account management principles and industry knowledge is important.

· Experience in multiple projects is an added advantage

· In-depth and extensive knowledge of contact center operations

· Exceptional communication and interpersonal skills, with the ability to effectively liaise with clients and stakeholders

· Proven track record of driving process improvements and operational efficiencies

· Strong problem-solving skills and ability to work well with internal teams

· Strong analytical skills with a knack for Excel, reporting, and quality tools

· Proven experience in IVR design and call flow mapping.

· Willingness to travel for client meetings

Requirements

· Any Diploma or Degree

· Minimum 7 years' experience in contact center operations

· Minimum 5 years of account management

· Previous work experience in Singapore

Additional Information:

· working days (Mon-Fri: 9am to 6pm; Sat: 9am to 1pm); 44 hours per week

· Working Location: Remote

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