Job Summary
The Key Account Representative is responsible for maintaining strong relationships with assigned clients, ensuring their needs are met and their subscriptions are actively managed and renewed on time. This role involves proactive client support, regular follow-ups, issue resolution, and coordination with internal teams to deliver an exceptional customer experience. The ideal candidate is client-focused, detail-oriented, and thrives on ensuring customer satisfaction and account retention.
Key Responsibilities
Client Support & Relationship Management
● Act as the primary point of contact for assigned key accounts.
● Respond promptly and professionally to client inquiries, concerns, and support requests
via phone, email, or messaging platforms.
● Maintain a strong understanding of client needs, usage patterns, and business
objectives.
Subscription Management
● Monitor and track subscription statuses, ensuring all client subscriptions are active and
up to date.
● Coordinate internally to ensure timely delivery, activation, and performance of services
covered by the subscription.
● Maintain accurate client records and subscription data in the CRM system.
Renewals and Retention
● Proactively engage with clients prior to renewal dates to ensure smooth and timely
renewals.
● Identify potential risks of non-renewal and escalate appropriately.
● Coordinate with sales and billing teams to process renewals and any adjustments to
subscription terms.
Issue Escalation & Resolution
● Collaborate with technical support, billing, and operations teams to resolve client issues
efficiently.
● Track and follow up on open tickets or concerns until completion and client satisfaction.
Reporting & Documentation
● Prepare client reports, subscription summaries, and account health updates as needed.
● Maintain documentation of all client interactions and action points in the system.
Qualifications
● Bachelor’s degree in Business, Communications, Marketing, or related field.
● Minimum 1–2 years of experience in customer service, client relations, or account
management (preferably in SaaS or subscription-based businesses).
● Excellent verbal and written communication skills.
● Strong organizational skills and attention to detail.
● Proficiency in CRM tools (e.g., HubSpot, Salesforce) and Microsoft Office/Google
Workspace.
● Ability to multitask and manage competing priorities in a fast-paced environment.
Key Competencies
● Customer-centric mindset
● Problem-solving and issue resolution
● Proactive follow-through
● Time and task management
● Team collaboration and cross-functional coordination
● Accountability and ownership
Performance Metrics (KPIs)
● Client retention and renewal rate
● Customer satisfaction (CSAT) score
● First response time (FRT) to client inquiries
● Resolution time of client concerns
● Accuracy of subscription records and documentation
Job Types: Full-time, Permanent
Pay: Php20,000.00 - Php25,000.00 per month
Benefits:
- Company Christmas gift
- Employee discount
- Free parking
- On-site parking
- Opportunities for promotion
- Promotion to permanent employee
Schedule:
- 8 hour shift
- Day shift
Supplemental Pay:
- 13th month salary
- Overtime pay
Ability to commute/relocate:
- Quezon City: Reliably commute or planning to relocate before starting work (Preferred)
Language:
- English (Required)
Location:
- Quezon City (Preferred)
Work Location: In person
