Account Manager

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. 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 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