About Shore360
Shore360 is a 100% Australian-owned BP firm based in the Philippines, providing customized staffing and administrative support for international companies, handling recruitment, HR, IT, and office facilities so clients can focus on core business, offering transparent pricing, dedicated teams, and flexible setups.
Role Summary
The Account Manager is responsible for the overall commercial, operational, and relationship management of assigned client accounts.
The role ensures client retention, revenue growth, compliance with service agreements, accurate billing, effective onboarding and offboarding, and alignment between clients, staff, and internal departments.
The Account Manager acts as the primary escalation point and trusted advisor to clients while safeguarding Shore360s financial and operational interests.
Qualifications
- Experience managing western or overseas clients
- Strong commercial awareness and ability to manage revenue, billing, and payment terms
- Ability to manage conflict and sensitive conversations with professionalism
- High attention to detail in documentation, compliance, and reporting
- Strong stakeholder management skills
Experience
- Experience in Account Management, preferably in BPO, staff leasing, or outsourcing
- Experience handling client escalations and employment-related matters
- Experience managing AR follow-ups or commercial discussions is highly desirable
Key Responsibilities
1. Client Relationship & Retention
- Serve as the primary point of contact for assigned accounts
- Conduct structured monthly client check-ins (with documented minutes)
- Conduct regular staff engagement touchpoints
- Address client concerns promptly and escalate when necessary
- Maintain high client satisfaction and retention rates
- Identify growth opportunities within accounts
2. Commercial & Revenue Management
- Monitor headcount movement (expansion vs contraction)
- Identify upsell opportunities (additional hires, services, private space, etc.)
- Ensure accurate implementation of pricing models and addendums
- oordinate execution of revised pricing structures when applicable
- Ensure Service Agreements and addendums are signed and properly documented
- Support revenue growth targets set by management
3. Accounts Receivable Oversight
- Monitor aging reports for assigned accounts
- Proactively follow up on overdue invoices
- Coordinate with Finance for escalations when required
- Support resolution of billing disputes (ND, rest day premiums, salary adjustments, etc.)
- Ensure clients understand statutory billing components
4. Onboarding & Offboarding Governance
- Oversee end-to-end onboarding process of staff
- Ensure employment documentation is complete before start date
- Facilitate 1st, 3rd and 5th month evaluations and regularization
- Coordinate equipment allocation and asset tracking
- Manage offboarding process including final pay, clearance, and asset return
5. Employment & Compliance Support
- Guide clients on salary adjustments, bonuses, promotions, and disciplinary processes
- Facilitate conflict resolution between client and staff
- Ensure compliance with labor regulations and internal policies
- Support implementation of compliance-driven projects (e.g., fire safety, audits, policy updates)
6. Operational Coordination
- Liaise with HR, IT, Finance, Facilities, and Recruitment to ensure client needs are fulfilled
- Oversee workspace planning based on headcount projections
- Ensure CRM and task management tools are updated accurately
- Submit required weekly and monthly reports to Head of Account Management
7. Leadership Support (Senior Level)
- Act on behalf of the Head of Account Management when required
- Support junior AMs in handling complex client matters
- Assist in improving AM processes and documentation standards
Shore Xtra Perks
- Day 1 HMO Coverage
- Attendance Bonus Get a chance to earn 5,000 every pay run for consistent, perfect attendance.
- Fixed Weekends Off Enjoy a guaranteed work-life balance with Saturdays and Sundays off.
- Unlimited Barista Coffee all shift long
- Free Parking & Shuttle
- Premium Game Lounge Relax and recharge in our dedicated on-site recreational zone
- Join our Social Passion Clubs to connect with like-minded peers and bring your whole self to work every day: Photography Club, Dance Club, Fitness Club, Book Club, Music Club
- Engaging Monthly Events Experience a vibrant culture with regular team activities and celebrations with amazing prizes and rewards
- Referral Incentives Get rewarded for bringing top talent to the team via our referral program.
- Statutory Benefits: Maternity, Paternity, and Solo Parent Leaves, Magna Carta for Women, OT, and Premium Pays
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