Job Openings Account Manager

About the job Account Manager

Position Title: Account Manager

Reports To: Service Delivery Manager

Primary Relationships: Internal Staff

Date: October 2024

Schedule: 8:00 PM - 5:00 AM PHT


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


  • 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


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