Account Manager (Consulting)

Company Description: Volenday Group has a proud heritage of being a boutique go-to provider for Technical Staffing for 15 years. Supporting clients across North America, Europe, and Southeast Asia. Born out of our Staffing business, Volenday Group focuses on providing capabilities that best assist in delivering client goals. A Full Stack Software Development Studio, Technology enabled Business process optimization business, and high-end executive support. Volenday Staffing: By supporting over 50 highly specific role disciplines, Volenday Staffing has been able to solve our clients' unique challenges. This would not be possible without Volenday’s ability to find and onboard the in-demand skills thanks to our trusted relationships with top talent. The talent knows we understand them as well as the industries they operate in so we can place them into the right environments. This commitment to quality over volume-focused placement is why both clients and talent keep coming back to us. The core of Volenday’s Staffing organization operates from the Philippines, complemented by additional locations such as Singapore, Spain, Sri Lanka, Greece, Switzerland, and the US. Volenday Staffing is entering a new phase in its journey with a newly appointed Managing Director Patrick Manicad. With plans to enhance its go-to-market, website, technology, and geographic coverage, and double down on its differentiation now is an exciting time to join Volenday Staffing. Role outline: The Account Manager is the center point of our staffing service with the responsibility of managing each account relationship. As a key member of Volenday Staffing, they will be responsible for client relationships, managing staffing solutions, revenue growth, and ensuring the successful deployment of staff. This person is expected to keep abreast about business trends & labor market conditions in order to become a trusted advisor for clients. The account manager will be supported by HR and Finance in order to deliver for each account. This is a fantastic opportunity for an Account Manager who has experience in the market with professional services and is looking for the opportunity to innovate on the back of an established brand and service. Key Areas of Responsibilities Client Relationship Management: Manage up to 20 accounts with up to 200 staffed resources in total. Develop strong relationships with clients and aim for a client NPS score of 8 or higher. Drive a client retention rate of 90% every year. Conduct client satisfaction surveys and implement initiatives based on client feedback. Maintain Client account plan and stakeholder map. Commercial negotiations. Pro-active client engagement and networking across existing accounts. Requirements Analysis: Collaborate with clients to thoroughly understand their staffing requirements, including skill sets, project details, and timelines. Translate client needs into clear and actionable recruitment strategies. Facilitate the entire staffing process, from candidate submission to onboarding. Performance Metrics and Reporting: Establish and track key performance indicators (KPIs) to measure client satisfaction and business growth. Provide regular reports to clients on staffing activities and outcomes. Issue Resolution: Proactively identify and address any challenges or issues that may arise during the staffing process. Collaborate with internal teams to find timely and effective solutions. Sales Revenue Support sales proposals and new client acquisition activity. Achieve a sales growth of 15% by upselling additional resources and securing repeat business. Identify opportunities for broader Volenday Group cross sales. Staffing Solution Delivery Accountable for account delivery performance. Liaise with lead Staffer to always have a current and clear understanding of client performance and context. Achieve a placement success rate of XX% while maintaining a time-to-fill metric of 45-60 calendar days. Work with HR support to ensure Staffed workers have any issues with performance or administrative resolved in a timely manner. Ensure Staff engaged on their accounts have a high (X%) engagement score. Ensure staff attrition rate of <10%. Provide a market analysis report every 2 months containing strategies based on industry changes and best practices. Collaboration & Improvements Foster strong collaboration with the talent acquisition team to ensure a seamless handover of client requirements and timely delivery of resources. Run training sessions twice a year with the wider Volenday organization to raise awareness of the account management function as well as enhance everyone's understanding. Contracts Management Negotiate contracts with clients Ensure compliance with service level agreements and all other terms and conditions. Review contracts and identify opportunities for improvement Qualifications and Experience: Graduate of Business Management or any 4-year equivalent course 6+ years of experience as an Account Manager or in a similar sales/account management role from a staffing or recruitment industry Effective verbal and written communication with the capability to articulate ideas clearly and listen actively to client needs. Adept at tailoring communication styles to suit different clients and situations. In-depth understanding of the recruitment and hiring selection process Proven track record of achieving and surpassing goals whilst driving sales revenue Proficiency with CRM (Customer Relationship Management) & ATS (Applicant Tracking System) tools Experience in anticipating client needs and proactively addressing concerns that enhance the client experience. Ability to prioritize client satisfaction and be committed to delivering value understanding both short and long-term goals.