Process Lead - Account Management

Required Qualifications:

• Bachelor's graduate
• 4 years of operational, or customer service/client relations and sales experience is preferred.
• Clinical experience in the medical field as a clinician is preferable as well to be able to discuss clinical issues with clients when necessary.
• Advanced in Excel and ability to manipulate files and data.
• Proficient in Microsoft Office (Outlook, Word, PowerPoint) and ability to learn other software as needed.
• Excellent communication skills
• Amenable to work on-site Cebu Business Park, Cebu City
• Amenable to work on graveyard shifts

JOB SUMMARY

Process Lead of Account Manager will ensure effective client relationship management. Responsibilities include coaching, performance evaluation, and strategic planning to achieve team goals. 

They collaborate with other departments and maintain high client satisfaction levels. In addition, the Process Lead will also manage and maintain a professional working relationship with assigned key client contacts to ensure appropriate delivery of service and attainment of objectives. Service objectives will be met through proper execution of assigned account management duties and responsibilities.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Lead and mentor account managers, ensuring they meet performance targets and deliver exceptional client experiences.
• Oversee New Client Start Up Operations.
• Oversee client accounts, maintain strong relationships, and address any issues.
• Responsible for all client communications, conflict resolution, and compliance on client deliverables and revenue.
• Ensures that client issues are dealt with in an efficient manner, informing the Director of Customer Success of any problems that may arise.
• Approve Change Orders and invoices and be responsible for periodic payment collections.
• Review all major deliverables with clients (i.e. strategic brief, function spec, tech spec, etc.) to ensure quality standards and client expectations are met.
• Communicate the client's goals and represent the client's interests to the team.
• Provide regular communication that meets or exceeds client expectations.
• Collaborate with other departments to develop strategies for client retention and growth.
• Regularly assess team performance and provide constructive feedback.
• Work closely with the project team to regularly update pertinent client data and maintain a continuous knowledge of set up and update status in order to identify potential issues and/or opportunities within or related to any start up or database updated project.
• Ensure that all the company Triage processes and procedures are followed, and quality standards are met.
• Responsible for regular input in CRM on all account activity, including status and call reports on a weekly basis.
• Field and address all billing/invoicing questions and responsible for contacting clients and collecting on delinquent accounts greater than 90 days.
• Oversee the update of Dynamics account information as needed.
• Offer and assist existing clients in availing other company Services such as Client Portal and API/HR Feeds.
• 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 included 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.
• Participate in meetings as requested.
• Meet and/or exceed assigned and documented Management by Objectives (MBOs) annually.
• Additional duties, tasks, or projects as assigned by supervisor or management.