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
