Client Relationship Manager (AO-14082)

Job Description ABOUT ACCESS OFFSHORING: At Access Offshoring, we connect great talent with great businesses to enable growth and transform futures. We specialize in building offshore teams in the Philippines that deliver capability, cost savings, and scalability for Australian companies. With a vision to become the most well known offshore recruiter in Australia, we don't just fill roles: we partner with businesses to design scalable, sustainable workforce solutions that drive growth and innovation. POSITION SUMMARY: Access Offshoring is growing, and we're looking for an experienced Account Manager to own a portfolio of Australian client relationships from the moment a placement is made. This is a genuinely varied, relationship first role. You'll be the trusted point of contact for a group of Australian business owners and the Filipino professionals placed with them, helping both sides build a strong, productive working relationship from day one. You'll take ownership of your portfolio's success, working closely with clients to understand their business and workforce needs, spotting and resolving issues early, guiding clients through everyday performance conversations, and identifying opportunities to grow existing accounts. You'll work closely with Sales, Recruitment, HR and an Account Support Officer, and report to our Chief Operating Officer. You'll thrive in this role if you enjoy taking ownership, like solving problems before they escalate, and genuinely enjoy building long term relationships with clients. This is a commercially minded, fast paced and metrics driven role, based in the Philippines in a hybrid arrangement aligned to Australian business hours. We offer a competitive salary package based on experience. KEY RESPONSIBILITIES: 1. Client & Team Member Relationship Ownership Own the relationship for an assigned portfolio of Australian clients and their placed Filipino team members right from the point of placement, acting as the primary point of contact and coordinating the right internal support without taking over specialist responsibilities Build trusted, commercially credible relationships and develop a strong understanding of each client's business and offshore workforce needs 2. Successful Placements Help new placements get off to a strong start by setting clear expectations and success measures for both the client and the team member, staying involved through key stages of the process to build continuity from recruitment through to day to day management Run regular check ins with clients and team members to understand how the working relationship is tracking 3. Account Health, Satisfaction & Retention Keep a close eye on the overall health of every account you manage, including client satisfaction, team member engagement, performance and retention Identify emerging issues early and put practical action plans in place to protect the relationship Coordinate communication with clients around resignations, replacements or other changes that could affect service continuity 4. Performance Guidance & HR Collaboration Guide clients through everyday feedback and informal performance conversations, helping them document expectations and next steps Know when a matter needs to be handed to HR, and stay involved to support the client through that process Help clients understand that fair, well documented performance management is simply part of leading a good team 5. Account Growth Develop a deep understanding of each client's business, workforce plans and future needs Proactively identify opportunities to grow existing accounts through additional team members, expanded roles or new services 6. Collaboration & Operating Standards Work closely with Sales, Recruitment, HR, Account Support and Leadership to deliver a seamless client experience Respond to client inquiries within agreed service standards, keeping communication clear and proactive Maintain accurate, up to date account records and use them to guide your priorities and actions WHAT SUCCESS LOOKS LIKE: Your clients feel genuinely well looked after, with strong retention and few surprises Your team members feel supported, heard and set up to succeed You catch issues early and resolve them calmly before they grow Clients see you as a proactive partner, not just someone they hear from when things go wrong Your accounts grow steadily because you spot and progress the right opportunities Requirements Essential ● 3 to 5 years experience in account management, client success, relationship management or a similar client facing role within a service based business ● A demonstrated track record of owning client relationships end to end, including satisfaction, issue resolution and proactive problem solving ● Strong commercial acumen, sound judgment, and the confidence to advise and guide Australian business owners and leaders ● Excellent written and verbal communication skills, and experience working across internal teams to influence outcomes without relying on formal authority ● Comfortable working in a disciplined way within strong systems and processes, and confident using them consistently to manage your accounts Desirable Bonus points if you have: ● Experience in offshoring, outsourcing, BPO, recruitment or labor hire, or experience working directly with Australian clients ● Experience using a CRM or account management platform Benefits Here at Access Offshoring, we believe in more than finding our clients the right candidate. We believe in the human perspective. We believe in our candidates and their dreams. We believe in finding the right role for you. We are committed to working for you as much as we work for our clients. Access Offshoring is dedicated to saving business owners 2,000,000 hours by 2031 and we need your help. Transforming the way businesses operate, we connect great businesses with amazing offshore talent. We recognise that we often get more done in our own designed workspace, so Access Offshoring offers a complete work from home model. Yep – that’s right, 100% work from home. But wait there’s more. Here are just some of our benefits: Australian clients and Australian hours (giving you great experience and an early finish!) Work Allowance HMO for you AND a dependent 20 Days Annual Leave and 5 Days Sick L​eave Government Statutory Benefits 13th Month Pay Computer Equipment Opportunities for growth And of course, a competitive salary