Job Title: Account Manager
Schedule and Set-up: M-F, WFH and Night Shift
The Account Manager acts as the primary point of contact between the client and Thrivemodal. The role focuses on managing client relationships, ensuring service delivery, and driving business growth.
This role requires strong relationship-building skills, a deep understanding of client needs, and the ability to collaborate effectively with internal teams to achieve client objectives. The ideal candidate should have a proven track record in account management within the BPO industry and a passion for delivering exceptional customer service.
Additionally, the Account Manager is also primarily responsible for monitoring and setting up metrics, monitoring attendance and implementing the company code of conduct, updating and keeping track of employee records, and disseminating pertinent information to the projects.
- Client Relationship Management
- Act as the primary liaison between the client and internal teams
- Build and maintain strong client relationships to understand their needs and expectations
- Regularly communicate with clients regarding service updates, performance, and new opportunities
- Monitor and resolve client issues promptly to maintain satisfaction
- Collaborate closely with internal departments to ensure alignment and coordination in meeting client needs.
- Service Delivery Oversight
- Monitor and track the team's daily attendance and performance, conduct coaching sessions, and issue corrective actions
- Implement policies, deadlines, and standards set by the client
- Ensure that agreed-upon service levels and key performance indicators (KPIs) are consistently met or exceeded
- Provide day-to-day operational support and handle complaints and queries from all staff
- Disseminate information to employees like updates on policies and company events.
- Strategic Planning
- Develop and execute strategies to enhance the client's experience and maximize account growth
- Identify upsell and cross-sell opportunities within existing client accounts and collaborate with sales teams to expand business relationships and revenue streams
- Collaborate with the client and operations teams to align goals
- Reporting and Analytics
- Prepare regular reports and presentations for clients, providing insights into service performance, achievements, and recommendations for optimization
- Develop reports/processes that increase the ability of the offshore project to effectively and accurately plan acceptable performance results
- Create, maintain, and administer schedules for outsourced staff, in coordination with the client
Qualifications:
- Bachelor's degree in Business Administration, Management, or a related field
- 3 -5 years of experience in account management or client relationship management within the BPO industry, with a demonstrated track record of achieving client retention and growth objectives
- Proven ability to manage multiple projects while paying strict attention to detail. Superior time management and organizational skills
- Excellent communication, negotiation, and interpersonal skills
- Strong analytical and problem-solving abilities
- Knowledge of BPO processes, industry trends, and best practices
- Natural relationship builder with integrity, reliability, and maturity (great team player)
- Comfortable with technology
- Proficiency in CRM software and Google Workspace
