Job Details
- Type of Work:
Full-time
- Work Setup:
Hybrid
- Schedule:
40 hrs/week
Job Description
The Account Manager is responsible for the day-to-day management of assigned client accounts and the Outsourced Professionals (OPs) supporting those accounts. The Account Manager serves as the first point of contact for assigned OPs and maintains visibility over performance, attendance, productivity, client requirements, account concerns, and service delivery.
The role is expected to identify concerns early, conduct regular check-ins and coaching, complete required follow-ups, maintain accurate documentation, and resolve routine concerns. Repeated, unresolved, or high-risk concerns must be escalated promptly to the Operations Manager.
The successful candidate must be proactive, organized, solutions-focused, and capable of building strong professional relationships with both clients and OPs.
Key Responsibilities:
Client Account Management
- Manage the day-to-day requirements of assigned client accounts.
- Understand client workflows, expectations, priorities, KPIs, and SOPs.
- Maintain regular client communication and scheduled check-ins, subject to client availability.
- Prepare account and performance updates for client meetings.
- Document and communicate important client instructions, concerns, decisions, and action items.
- Monitor client requests and commitments through completion.
- Identify account risks early and escalate serious or unresolved concerns to the Operations Manager.
OP Management and Performance
- Serve as the first point of contact for assigned OPs.
- Monitor OP productivity, quality, attendance, responsiveness, reliability, and KPI performance.
- Ensure OPs understand their responsibilities, schedules, client expectations, and performance standards.
- Address routine performance, attendance, communication, and workflow concerns.
- Recognize performance concerns early and establish appropriate improvement actions.
- Escalate serious, repeated, or unresolved performance concerns to the Operations Manager.
Check-ins and Coaching
- Conduct documented check-ins with each assigned OP at least biweekly.
- Conduct weekly check-ins for new OPs, OPs under coaching or close monitoring, or OPs supporting at-risk accounts.
- Conduct and document coaching when performance, attendance, quality, communication, or client concerns require intervention.
- Identify the concern and root cause and establish clear actions, owners, and deadlines.
- Follow up on coaching commitments to confirm improvement or determine whether further intervention is required.
- Escalate unresolved concerns with complete supporting documentation.
Follow-up and Action Management
- Maintain visibility over client, OP, coaching, and operational action items.
- Ensure action items have clear ownership, deadlines, and status.
- Follow up until actions are completed or formally resolved.
- Address overdue or blocked actions promptly.
- Escalate when additional support, authority, or intervention is required.
Escalation and Risk Management
- Identify operational risks before they negatively affect the client or service delivery.
- Resolve routine concerns within the Account Manager’s authority.
- Escalate serious, repeated, unresolved, or high-risk concerns promptly.
- Provide accurate and objective documentation when escalating.
Priority escalation includes:
- Serious or repeated client complaints
- Client cancellation or account-loss risk
- OP resignation or Missing in Action
- Serious or repeated performance or attendance concerns
- Contractor replacement requests
- Staffing or service-continuity risks
- Confidentiality, security, or compliance concerns
- Significant service interruptions
Account Health, Complaints, and OP Retention
The Account Manager must:
- Identify and document changes in account health.
- Create and monitor corrective actions for Yellow and Red accounts.
- Document and investigate substantiated client complaints.
- Monitor recurring complaints and performance patterns.
- Identify potential OP attrition risks and intervene early when possible.
- Escalate Red accounts, serious complaints, resignations, and significant retention risks to the Operations Manager.
Account Managers are expected to manage preventable attrition risks proactively but are not automatically responsible for resignations resulting from circumstances reasonably outside their control.
Attendance and Schedule Monitoring
- Monitor OP attendance and adherence to agreed schedules.
- Follow up on unexplained absences, lateness, schedule conflicts, and communication gaps.
- Document and address recurring attendance concerns.
- Escalate serious attendance, reliability, or Missing in Action concerns promptly.
Documentation and Reporting
- Maintain accurate account trackers, coaching records, check-in notes, escalation records, performance information, and meeting notes.
- Submit required reports within established deadlines.
- Document important client instructions, workflow changes, concerns, and decisions.
- Ensure assigned accounts maintain updated and usable SOPs.
- Maintain sufficient documentation for Operations to understand the current status of the account.
- Protect confidential company, client, and contractor information.
Staffing and Transition Support
- Notify the Operations Manager promptly of staffing concerns affecting service continuity.
- Support replacement, handover, and transition activities when required.
- Ensure account information, SOPs, outstanding tasks, deadlines, and client requirements are properly documented for transitions.
- Support incoming OPs and monitor account stability following staffing changes.
Final approval of replacements, internal transfers, additional assignments, and significant staffing decisions remains with Operations leadership.
Cross-Department Coordination
- Work closely with the Operations Manager regarding account risks, performance concerns, staffing needs, and escalations.
- Coordinate with Client Success regarding client feedback, relationship concerns, and service-recovery activities.
- Coordinate with Recruitment and Operations when replacement or additional staffing is required.
- Maintain clear ownership, deadlines, and timely communication for agreed actions.
Required Qualifications:
- Experience in account management, operations, BPO, outsourcing, virtual assistance, customer success, or remote-team coordination.
- Experience supporting or managing remote professionals.
- Strong understanding of performance management, coaching, KPI tracking, and service delivery.
- Strong written, spoken, and client-facing English communication skills.
- Strong organizational, documentation, problem-solving, and decision-making skills.
- Ability to conduct professional coaching and difficult conversations.
- Ability to manage multiple accounts, priorities, deadlines, and follow-ups.
- Ability to work with UK and US client schedules.
- Ability to handle confidential information professionally.
Preferred Qualifications:
Experience in a virtual assistant or outsourcing agency.
Experience managing international client accounts.
Experience handling coaching, client complaints, service recovery, and staffing transitions.
Experience maintaining or improving SOPs.
Familiarity with Google Workspace, Google Meet, Connecteam, Hubstaff, project-management tools, and shared performance trackers.
Contractor and Work-From-Home Requirements
- Reliable computer, primary internet connection, and backup internet connection.
- Professional headset and camera.
- Quiet and professional remote workspace.
- Ability to work during the agreed client-aligned schedule.
- Ability to respond promptly to urgent account concerns during agreed working hours.
Independent Contractor Notice
This position is offered as an independent contractor engagement. It does not create an employer-employee relationship and does not include traditional employee benefits. The selected contractor is responsible for applicable tax and statutory obligations.
Why Join Scale Up Philippines?
At Scale Up Philippines, we connect talented Filipino professionals with world-class clients who value people as much as results. This one is for someone ready to grow.
If you’re passionate about this position and ready to grow your career with a global team, we’d love to hear from you!
