BPO Account Manager

(Australian Accounts | Fully Remote / WFH)

Job Summary

We are looking for an experienced BPO Account Manager to handle Australian client accounts in a fully remote environment. The ideal candidate has 3–5 years of experience managing Australian clients in a BPO setting, strong stakeholder management skills, and the ability to drive service quality, retention, and account growth. This role serves as the main point of contact between the client and delivery teams, ensuring excellent service performance and long-term partnerships.

Key Responsibilities

• Act as the primary liaison for Australian clients, ensuring satisfaction and contract compliance
• Manage end-to-end client relationships, including onboarding, renewals, escalations, and performance reviews
• Monitor KPIs, SLAs, and service quality metrics; prepare weekly/monthly reports for clients
• Coordinate with operations, HR, recruitment, and training teams to ensure staffing and performance needs are met
• Identify upsell and cross-sell opportunities within existing accounts
• Handle client concerns, risks, and escalations professionally and proactively
• Conduct regular client meetings (Zoom/Teams) aligned with Australian business hours
• Ensure compliance with company policies, data privacy, and client requirements
• Support contract negotiations and commercial discussions when needed

Qualifications

• 3–5 years of Account Management experience in a BPO servicing Australian clients (non-negotiable)
• Strong understanding of Australian business culture, compliance, and client expectations
• Excellent verbal and written English communication skills
• Proven experience handling KPIs, SLAs, performance reporting, and client retention
• Background in BPO, shared services, outsourcing, or offshore staffing firms
• Highly organized with strong problem-solving and negotiation skills
• Comfortable working remotely and independently

Tools & Skills (Preferred)

• CRM tools (HubSpot, Salesforce, Zoho, or similar)
• Google Workspace / MS Office
• Project & ticketing tools (ClickUp, Jira, Asana, Zendesk)
• Video conferencing (Zoom, MS Teams)

Work Setup

• Fully remote (Work from Home)
• Must be willing to work Australian business hours
• Competitive salary + performance incentives