Job Description
Are you a results-driven professional looking to make a significant impact in the BPO industry? CiviCom is seeking a highly motivated Account Manager to join our dynamic team in Alabang. In this role, you will be the linchpin in our ambitious mission to transform how our clients engage with their customers, serving as the primary point of contact and strategic partner for our valued accounts.
As an Account Manager at CiviCom, you will be at the forefront of driving customer success, fostering long-term relationships, and ensuring that our service delivery consistently exceeds expectations. We offer a flexible hybrid work environment that promotes work-life balance while keeping you connected to our high-energy, collaborative office culture in the heart of Alabang.
We are looking for an individual who thrives in a fast-paced environment and possesses the communication prowess to navigate complex client needs while aligning them with our internal operational goals. If you are passionate about customer experience and looking to grow your career within a forward-thinking BPO organization, we want to hear from you.
Responsibilities
- Act as the primary point of contact for assigned client accounts, ensuring a seamless and positive customer experience.
- Develop and implement strategic account plans to increase client satisfaction and identify upsell opportunities.
- Collaborate with internal operations and support teams to resolve client issues and escalate concerns appropriately.
- Conduct regular business reviews (QBRs) to present performance metrics and strategic recommendations to key stakeholders.
- Maintain accurate records of client interactions, communications, and progress in the CRM system.
- Monitor service level agreements (SLAs) to ensure all deliverables meet company and client quality standards.
- Drive client retention through proactive engagement and effective problem-solving.
Qualifications
- Bachelor’s degree in Business Administration, Communications, Marketing, or a related field.
- At least 2-3 years of experience in Account Management or Customer Success, preferably within a BPO or SaaS environment.
- Exceptional verbal and written communication skills in English.
- Strong analytical and problem-solving abilities with a data-driven mindset.
- Proficiency in CRM software (e.g., Salesforce, HubSpot, or Zoho) and MS Office Suite.
- Ability to work effectively in a hybrid setup and manage a dynamic workload independently.
- Demonstrated ability to build and maintain professional relationships with diverse stakeholders.