Account Manager

5 hours ago

Hồ Chí Minh, Vietnam Hegka Vietnam Full time

About Thientu BPO Thientu BPO & HR is a leading outsourcing company providing high-quality business solutions to international clients across multiple industries. We are currently seeking a committed and detail-oriented Account Executive cum Project Coordinator to join our expanding team. If you have strong operational knowledge, enjoy working directly with global clients, and are passionate about delivering high-quality service while supporting project start-ups, this is an excellent opportunity to build your career in a dynamic international environment. Key Responsibilities Client Account ManagementServe as the primary point of contact for assigned clients and manage daily communication, escalations, and updates.Lead governance meetings (daily/weekly/MBR/QBR) and present performance metrics, SLA status, and improvement plans.Maintain strong relationships with clients and ensure internal teams understand requirements and expectations. Client Communication (Pre-Sales)Respond to initial chats, inquiries, and messages from potential clients to provide basic service information.Follow up with leads to understand preliminary requirements and maintain engagement until formal discussions.Coordinate introductory calls or meetings with management, sales, or operations as needed.Support the pre-contract process by gathering client details, preparing internal notes, and ensuring smooth communication flow. Project Coordination for New Client Start-UpsSupport end-to-end project transition activities including knowledge transfer, SOP creation, workflow mapping, training coordination, IT setup, and go-live preparation.Track project milestones, timelines, and deliverables in alignment with internal departments.Coordinate with Operations, WFM, Quality, Training, Recruitment, and IT for project readiness.Maintain RAID logs and escalate issues as needed. Operational Support and GovernanceMonitor key BPO performance indicators: AHT, CSAT, QA scores, productivity, staffing adherence, and volume trends.Support root-cause analysis for SLA deviation risks and assist with corrective actions.Prepare dashboards and reporting insights for internal stakeholders and clients.Participate in process improvement and optimization initiatives. Documentation and CompliancePrepare and maintain SOPs, training materials, project documentation, change logs, and communication records.Ensure compliance with Thientu BPO and client-specific security and quality standards (ISO, GDPR, etc.).Manage process updates and documentation version control. Required Skills and CompetenciesStrong knowledge of BPO operations, including customer support and back-office workflows.English proficiency (written and verbal) for client communication and documentation.Experience managing client relationships in a service delivery environment.Strong project coordination skills with the ability to manage multiple priorities.Familiarity with PM tools (Asana, Jira, Smartsheet) and BPO platforms (Genesys, Avaya, NICE).Ability to analyze operational data and generate insights.Strong problem-solving and cross-functional coordination skills. QualificationsBachelor’s degree in Business, Operations, Communications, or a related field.25 years of experience in BPO account management, client services, or project coordination.Experience supporting BPO transitions or new-client onboarding preferred.Certifications such as PMP, Agile, or ITIL are beneficial but not required.

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