Account Manager

*This is not a lead or a manager-level role.

Required Qualifications:

• Bachelor's graduate
• 2 years of operational, or customer service/client relations experience
• Possesses strong client management skills, particularly with external clients (e.g. stakeholders & decision-makers)
• Must be knowledgeable in reading contracts and understanding their legal implications
• With negotiation and sales skills (sales savvy)
• Amenable to working on-site at Cebu Business Park, Cebu City
• Amenable to work on graveyard shifts

JOB DESCRIPTION

Account Manager (AM) shall serve as the primary business contact for the client and is responsible for client satisfaction. The AM will maintain a professional working relationship with the assigned key client contacts in order to ensure appropriate delivery of service and attainment of objectives. In addition, they must build relationships with clients to encourage retention/ addition of business opportunities.

Essential Duties and Responsibilities:

• Responsible for all client communications, conflict resolution, and compliance on client deliverables and revenue.
• Reviews all major deliverables with clients (i.e. strategic brief, function spec, tech spec, etc.) to ensure quality standards and client expectations are met.
• Oversees New Client Start-Up Operations.
• Ensures that client issues are dealt with in an efficient manner, informing the Director of Client Services of any problems that may arise.
• Oversees administration of each client contract according to the contract terms
• Approves Change Orders and invoices, and is responsible for periodic payment collections.
• Works closely with the project team to regularly update pertinent client data and maintain a continuous knowledge of setup and update status in order to identify potential issues and/or opportunities within or related to any start-up or database-updated project
• Ensures that all company Triage processes and procedures are followed and quality standards are met.
• Pursues opportunities for account growth and new business, involving the DCR and VP of Sales as needed.
• Communicates the client's goals and represents the client's interests to the team.
• Provides regular communication that meets or exceeds client expectations.
• Providers clients with an effective understanding of company capabilities and service, and communicates all triage offerings to the clients as appropriate.
• Responsible for regular input in CRM on all account activity, including status and call reports on a weekly basis.
• Oversee data warehouse training for key account contacts.
• Oversee annual client retraining when appropriate.
• Assist sales personnel with running reports using the data warehouse portal.
• Present via conference call or in-person annual performance results and outcomes in accordance with client tier-level benefits and the triage client review process.
• Prepare all necessary stewardship documents for service review to include performance and ROI.
• Review all other essential account informational items (i.e. system profile review) for accuracy.
• Ensure renewal terms for each account are properly processed and entered into the triage billing application.
• Re-supply clients with training and marketing materials and custom forms as needed. Charge back the costs of those forms to clients as appropriate.