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