Account Manager

Description

Xillium Professional Services is a leading clinical support outsourcing company based in the Philippines, specializing in virtual medical assistant and related services for US healthcare clients. As an Account Manager, you will play a pivotal role in ensuring exceptional client satisfaction and operational excellence across our service portfolio.

Key responsibilities include:

• Build and maintain strong client relationships through regular check-ins, proactive communication, and comprehensive business reviews.
• Collaborate with internal departments to ensure seamless service delivery, operational efficiency, and smooth client onboarding.
• Conduct performance assessments, address client concerns, and develop strategies to enhance client retention.
• Communicate client updates, expectations, and concerns to relevant stakeholders.
• Serve as the primary point of contact for client escalations and risks, implementing effective mitigation strategies.
• Identify upselling and cross-selling opportunities to expand accounts and drive revenue growth.
• Assess and refine internal processes to improve efficiency, service quality, and workflow optimization.
• Monitor staff and virtual medical assistant performance, identify gaps, recommend upskill training, and provide coaching and mentorship.
• Track key indicators such as performance decline, disengagement, attendance issues, and negative feedback, providing data-driven recommendations to reduce resignations and client terminations.
• Ensure compliance with company policies, procedures, and contract terms.
• Collaborate with department heads on operational, administrative, and compliance execution, as well as special projects.
• Study competitors to enhance client acquisition and retention strategies.

Requirements

Required Qualifications:

• Proficiency with Google Workspace, especially Google Sheets
• Experience working with service delivery metrics and agreements (KPIs, OLAs, SLAs)
• Contract management experience
• Professional working proficiency in English
• Authorized to work in the Philippines (Filipino citizen)
• Able to travel as needed between company sites/hubs
• Available to work US time zone hours

Preferred Qualifications:

• Bachelor’s degree in a business-related field
• 3+ years of mid- to senior-management experience
• 5+ years of client-facing experience in the BPO industry
• Experience managing client accounts for US healthcare clients
• Project management training or practical project management experience
• PMP certification

Benefits

• Statutory health insurance coverage
• Paid vacation and sick leave in accordance with Philippine labor standards
• Hybrid work setup with both office and work-from-home flexibility
• Opportunities for professional development and training
• Supportive team environment and collaborative company culture
• Travel allowance for inter-site visits

Competitive Pay

• Paid training
• Annual salary increase
• 10% night differential & holiday pay
• Attendance bonus
• Career advancement & incentives

Health & Protection

• Free HMO after training
• 1 free dependent (Year 1)
• Up to 2 dependents (under 5 years tenure)
• HMO upgrade at Year 5
• SSS, PAG-IBIG, PhilHealth

Paid Time Off

• Service Incentive Leave (prorated)
• Sick & Vacation Leave
• Bereavement, Maternity/Paternity
• Solo Parent & Gynecologic Leave
• Tiered leave credits
• Convertible leave credits

Financial & Long-Term Benefits

• 13th month pay (June & December release)
• No-interest cash advance (after 1 year, subject to conditions)
• FWD retirement fund (Year 4 eligible, Year 7 fully covered)
• Year-end performance incentive
• Milestone recognition packages

Work Environment

• Company equipment + IT support
• Work-life balance
• Performance appraisal
• Continuous learning
• Inclusive, values-driven leadership