Account Manager

The Account Manager will serve as the named point of contact and own the end-to-end relationship for clients, coordinating across internal departments without directly owning operational delivery. This role ensures sustained client satisfaction, manages operational escalations, oversees the client onboarding process, and handles contractual and legal-adjacent operations to guarantee a superior client experience. 

Key Responsibilities:

Sales & Business Development

• Respond to inbound sales enquiries and qualify client requirements.
  

• Record and track enquiries through the sales process.
  

• Prepare proposals, quotations, and tender/RFQ submissions.
  

• Coordinate with internal teams to develop pricing and service solutions.
  

• Negotiate commercial terms, pricing, and contracts with prospective clients.
  

• Identify opportunities to grow existing accounts and generate new business.
  

• Build relationships with referral partners and business prospects.
  

• Support marketing and business development initiatives, including client-facing materials and events.
  

Client Relationship Management

• Serve as the primary point of contact for assigned client accounts.
  

• Build and maintain strong client relationships.
  

• Conduct regular client check-ins and business reviews.
  

• Understand client business needs and staffing requirements.
  

• Manage client expectations and ensure client satisfaction.
  

• Facilitate client onboarding.
  

• Respond to basic client inquiries about iScale Solutions' services.
  

• Identify opportunities to grow existing accounts.
  

Internal Team Coordination

• Act as the liaison between clients and iScale Solutions' internal support teams (Recruitment, HR, Workspaces, and Finance).
  

• Introduce clients to the appropriate internal support team when specialized assistance is required.
  

• Monitor the status of client requests and provide updates without directing or managing the internal teams.
  

• Coordinate with internal teams to facilitate communication and timely resolution of client concerns.
  

• Support cross-functional collaboration to deliver a seamless client experience.
  

Commercial & Contract Management

• Prepare proposals, quotations, client costings, and pricing computations.
  

• Present staffing solutions and support pricing discussions to ensure account profitability.
  

• Prepare and manage B2B service agreements, Statements of Work (SOWs), and contract amendments.
  

• Coordinate contract reviews, negotiations, renewals, and maintain contract documentation.
  

• Identify opportunities for account growth, upselling, and contract expansions.
  

Escalation Management

• Receive and coordinate client concerns and escalations.
  

• Route issues to the appropriate internal team and monitor progress.
  

• Escalate critical concerns to management when necessary.
  

• Recommend preventive actions to improve service delivery.
  

Requirements:

• 2–5 years of Account Management experience, preferably within BPO, IT, or Staff Augmentation sectors.
  
• Proven ability to independently manage B2B client relationships and conduct business reviews.
  
• Strong commercial and financial literacy with experience drafting SOWs and calculating pricing models.
  
• Solid background handling client escalations and cross-functional team coordination.
  
• Strong organizational skills and the ability to track multiple accounts/projects while delivering results in a timely manner.
  
• Excellent analytical, troubleshooting, and problem-solving abilities.
  
• Familiarity with CRM tools like HubSpot or Salesforce is an advantage
  
• Outstanding written and verbal communication skills.
  
  

What we offer:

• Competitive Salary Package: Receive a pay package that matches your skills and experience.
  
• Vacation and Sick Leave credits: Enjoy vacation and sick leave credits to maintain work-life balance.
  
• Health Coverage: Get medical, dental, and vision insurance for you and your dependents.
  
• Government-Mandated Benefits: Full coverage of all statutory benefits like SSS, PhilHealth, and Pag-IBIG.
  
• Learning Opportunities: Access training, certifications, and mentorship to grow your career.
  
• Team Engagement: Join team-building activities and wellness programs.
  
• Modern Tools: Use the latest technology to excel in your role.
  
• Career Growth: Clear paths for promotion and professional development.
  
• Inclusive Culture: Be part of a diverse, supportive, and collaborative global team.