_{02nd December, 2025}

The Account Manager is responsible for managing client relationships, ensuring client satisfaction, supporting day-to-day operational needs, and driving organic growth opportunities. This role requires excellent communication, strong problem-solving skills, and the ability to work collaboratively with cross-functional teams.
 
Key Responsibilities:
 
Client Relationship Management

• Serve as the main point of contact for assigned clients.
• Build strong, long-term relationships and maintain regular communication.
• Conduct check-ins, quarterly reviews, and follow-ups to ensure client satisfaction
• Understand client goals, challenges, and operational needs.

Service Delivery & Support

• Monitor the performance of assigned team members 
• Ensure tasks, deliverables, and KPIs are consistently met.
• Address client concerns promptly and escalate issues when necessary.
• Coordinate with internal teams (Operations, TA, Finance, CRM) to fulfil client requests.

Client Retention & Growth

• Identify opportunities for organic growth such as additional hours, new roles, or expanded services.
• Prepare and present proposals or recommendations to clients. Prevent churn by proactively resolving issues before they escalate.

Reporting & Documentation

• Maintain accurate client records, updates, and agreements in CRM/HubSpot.
• Prepare weekly and monthly reports, including performance updates and client status.
• Document client feedback, service issues, and action plans.

Team Coordination

• Work closely with team members to align expectations and improve performance.
• Provide coaching or feedback to team members when required.
• Coordinate with Talent Acquisition for replacements, role expansions, or new hires.

Qualifications:

• Bachelor's degree in Business, Marketing, Communications, or related field preferred.
• Experience in account management, client services, or operations (preferably in outsourcing/BPO/remote staffing).
• Excellent communication and interpersonal skills.
• Strong organizational and multitasking abilities.
• Problem-solving mindset with a client-first approach.
• Familiarity with CRM platforms (e.g., HubSpot) is an advantage.

Core Competencies:

• Client-focused
• Strong attention to detail
• Time management and prioritization
• Professional communication
• Conflict resolution
• Adaptability and initiative

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