Account Manager

Job Title: Account Manager Location: Fully Remote, Philippines

Rate: Competitive rate depending on experience

Schedule: Monday to Friday, Eastern Standard Time

Job Type: Full-Time

Job Description The Account Manager is responsible for managing and strengthening AbroadWorks’ relationships with its clients throughout the client lifecycle. This role serves as the primary point of contact for clients, ensuring clear and timely communication, understanding client needs, addressing concerns, and maintaining a strong and positive working relationship.

The Account Manager will work closely with clients and internal departments to support successful client and contractor onboarding, gather and communicate contractor performance feedback, monitor client satisfaction and attrition risks, and ensure that client needs are properly addressed.

The ideal candidate is highly communicative, relationship-oriented, organized, proactive, and capable of managing multiple client accounts while maintaining a high level of responsiveness and professionalism.

Requirements

• 3+ years of experience in Account Management, Client Services, Customer Success, Customer Support, Operations, or a related role.
• Experience managing client relationships, preferably in an outsourcing, staffing, BPO, recruitment, or professional services environment.
• Strong written and verbal communication skills.
• Excellent relationship-building and interpersonal skills.
• Strong organizational and follow-up skills with the ability to manage multiple accounts simultaneously.
• Highly responsive and proactive when addressing client needs and concerns.
• Strong problem-solving and conflict-resolution skills.
• Ability to communicate professionally with clients and internal stakeholders at different levels.
• Strong attention to detail and documentation skills.
• Ability to handle sensitive feedback and difficult conversations professionally.
• Comfortable working in a fast-paced and client-focused environment.

Key Responsibilities Client Relationship Management

• Serve as the primary point of contact for assigned clients and maintain strong, professional relationships throughout the engagement.
• Build trust and rapport with clients through consistent communication, responsiveness, and proactive account management.
• Develop a strong understanding of each client's business, workforce needs, expectations, and goals.
• Maintain regular communication with clients to ensure their needs and concerns are identified and addressed promptly.
• Act as a client advocate internally while ensuring client expectations remain aligned with AbroadWorks' services and capabilities.
• Identify opportunities to strengthen client relationships and improve the overall client experience.

Client Communication & Coordination

• Manage day-to-day communications with assigned clients through email, calls, meetings, and other appropriate communication channels.
• Respond to client questions, requests, concerns, and escalations in a timely and professional manner.
• Coordinate with internal departments to ensure client requests and concerns are properly addressed and followed through.
• Ensure important client information, decisions, requests, and action items are accurately documented and communicated to the appropriate teams.
• Follow up on outstanding concerns or requests until resolution and provide clients with timely updates.

Contractor Performance & Feedback Management

• Regularly collect performance feedback from clients regarding their assigned AbroadWorkers/contractors.
• Conduct performance check-ins and gather feedback related to productivity, communication, attendance, quality of work, and overall client satisfaction.
• Communicate relevant client feedback to the appropriate internal departments, including Operations, HR, Recruitment, or other stakeholders.
• Ensure performance concerns are properly documented and followed through.
• Coordinate with relevant departments on performance improvement plans, corrective actions, coaching, or other appropriate interventions when necessary.
• Recognize and communicate positive contractor performance and client feedback to support employee engagement and recognition initiatives.

Client & Contractor Onboarding

• Coordinate the onboarding of new clients and ensure all required information, documentation, expectations, and processes are properly communicated.
• Serve as a key point of contact for clients during the initial onboarding and transition period.
• Coordinate with Recruitment, HR, Operations, and other internal teams to ensure client requirements are clearly understood and properly implemented.
• Support the onboarding of newly assigned AbroadWorkers/contractors by ensuring they understand the client's expectations, workflows, communication channels, and other relevant requirements.
• Monitor the onboarding process and address issues that may affect a successful client or contractor transition.
• Conduct post-onboarding follow-ups to ensure both the client and contractor are adjusting well.

Client Retention & Attrition Management

• Monitor client satisfaction, engagement, and account health to identify potential risks of client attrition.
• Maintain awareness of client concerns, changes in business needs, reduced engagement, dissatisfaction, or other indicators that may lead to client churn.
• Proactively engage clients who may be at risk of disengagement or termination.
• Escalate significant client concerns and potential attrition risks to management in a timely manner.
• Develop and coordinate appropriate action plans to address client concerns and improve retention.
• Maintain accurate records of client attrition, reasons for termination, and relevant feedback to help identify trends and opportunities for improvement.

Regular Client Check-Ins

• Conduct regular client check-ins based on the assigned account schedule and client needs.
• Use check-ins to assess overall client satisfaction, contractor performance, workload, upcoming needs, and potential concerns.
• Proactively ask clients about their experience and identify opportunities for improvement before issues escalate.
• Document key discussion points, concerns, action items, and follow-ups from client meetings.
• Ensure action items identified during client check-ins are assigned to the appropriate departments and followed through to completion.

Internal Coordination & Collaboration

• Work closely with Recruitment, HR, Operations, Payroll, and other relevant departments to address client and contractor-related concerns.
• Ensure client requirements and feedback are communicated accurately and promptly to the appropriate teams.
• Coordinate cross-functional solutions when client concerns require involvement from multiple departments.
• Provide internal teams with relevant client context to help ensure appropriate and timely resolution of issues.
• Maintain clear documentation of client interactions, requests, feedback, and account developments.

Account Reporting & Documentation

• Maintain accurate and up-to-date records for assigned client accounts.
• Track client check-ins, feedback, concerns, action items, and resolutions.
• Monitor account health indicators, including client satisfaction, contractor performance, engagement, and attrition risk.
• Prepare regular account updates and reports for management.
• Identify recurring client concerns or trends and recommend improvements to management

Successful candidates for this role are expected to possess the following attributes:

• Must have excellent English communication skills.
• Has the ability to complete projects in a timely manner and quickly adjust to changing circumstances and embrace new technologies, processes, or methods.
• Great logical and verbal reasoning skills.
• Exceptionally detail-oriented.
• Exceptional problem-solving and information-processing skills.
• Ability to think outside the box.
• A great work ethic and interest in learning new concepts and growing with the job.
• Ability to work both independently and as part of a team.
• Must have their own work device (preferably a desktop or laptop) and a stable internet connection.

Successful candidates for this role will be rewarded with the following benefits:

• A total of five paid vacation days per year (additional days can be taken unpaid).
• A 5% raise per year guaranteed (additional raises or bonuses may be given for outstanding performance).
• A paid 15-minute break for every 4 hours of work.