Account Manager / Client Success Manager - BPO & Staffing

Account Manager / Client Success Manager – BPO & Staffing

Location: South Africa
Job Type: Full-Time, Remote
Working Hours: US Hours (9am–5pm EST)
Salary: R33 500 – R35 000

About the Role

We are looking for an Account Manager / Client Success Manager with experience in BPO, staffing, recruitment, outsourcing or a similar people-driven environment.

This is a hands-on account management role where you will be responsible for managing both client relationships and the people delivering the service.

You will act as the link between our clients and their remote teams, making sure client expectations are understood, team members are supported, performance is managed and any issues are addressed quickly and professionally.

We're looking for someone who is hungry to learn, adaptable and comfortable taking ownership. You don't need to come from a traditional corporate Account Management background. In fact, experience in a BPO or staffing environment where you have had exposure to both clients and employees/contractors would be highly valuable.

This is a great opportunity for someone who has built a strong foundation in BPO, staffing or recruitment and is ready to take the next step into a broader client-facing role.

Requirements

Key Responsibilities

• Manage day-to-day relationships with a portfolio of international clients.
• Act as the main point of contact between clients and their assigned remote teams.
• Build strong, professional relationships with clients and understand their expectations.
• Manage and support contractors, agents or remote team members assigned to client accounts.
• Monitor team performance, attendance, productivity and overall delivery.
• Address performance concerns and work with team members on improvement where required.
• Communicate client feedback clearly to the relevant team members.
• Identify and resolve issues before they become larger client concerns.
• Handle client queries, escalations and day-to-day account requirements.
• Coordinate with recruitment, sourcing, operations and other internal teams when additional support is required.
• Support onboarding and ensure new team members understand client expectations.
• Conduct regular check-ins with clients and team members.
• Maintain accurate records, trackers and account information.
• Monitor account health and identify potential risks.
• Ensure client expectations and internal delivery remain aligned.
• Contribute to improving processes and the overall client experience.
• Take ownership of problems and follow them through to resolution.

What We're Looking For

• 3–5+ years of experience in BPO, staffing, recruitment, outsourcing, operations, account management, client success or a similar environment.
• Experience working directly with international clients is highly advantageous.
• Experience managing or supporting employees, contractors, agents or remote teams.
• Strong client-facing and relationship management skills.
• Comfortable having difficult conversations and managing expectations on both sides.
• Strong organisational skills and attention to detail.
• Able to manage multiple clients, people and priorities simultaneously.
• Strong communication skills, both written and verbal.
• Comfortable working independently and taking ownership.
• Practical and solutions-focused when dealing with problems.
• Able to work effectively in a fast-paced environment.
• Hungry to learn and develop, rather than needing to know everything from day one.
• Humble, coachable and open to feedback.
• Comfortable working US hours and supporting international clients.

The Profile We're Looking For

The ideal candidate isn't necessarily someone with the biggest title or the longest corporate background.

We're looking for someone who has potential, drive and the right attitude.

You may currently be working as an:

• BPO Account Manager
• Client Success Coordinator
• Operations Coordinator
• Team Leader
• Workforce/Operations Specialist
• Staffing Coordinator
• Recruitment/Staffing Account Manager
• Client Services Manager
• BPO Team Lead

What matters most is that you have experience dealing with people and clients at the same time.

You should be someone who can speak to a client about their concerns in the morning, work with a contractor or agent on a performance issue in the afternoon, and then coordinate internally to make sure the problem is actually resolved.

International Experience

Experience working with US, UK or other international clients is strongly preferred.

You should be comfortable communicating with international stakeholders, understanding different expectations and working across different cultures and time zones.

Leadership Potential

This role would suit someone who has started developing leadership experience but is still relatively early in their management career.

You don't need to have managed a huge department.

We are interested in someone who has demonstrated:

• Ownership and initiative.
• The ability to influence and support others.
• Confidence when dealing with clients and team members.
• Good judgement when handling problems.
• A willingness to take responsibility.
• The potential to grow into a larger leadership role.

Highly Advantageous

• BPO or offshore staffing experience.
• Experience managing both clients and contractors/agents.
• Experience supporting US-based clients.
• Experience in a remote staffing or outsourcing environment.
• Previous experience handling escalations or performance issues.
• Experience working with recruitment, workforce management or operations teams.
• Previous team leadership or mentoring experience.
• Psychology or a people-focused academic background.
• Experience working with performance KPIs and operational reporting.

The Ideal Candidate

The ideal candidate is hungry, humble, adaptable and people-focused.

They're comfortable enough to deal with clients but aren't overly senior or set in their ways. They are willing to learn, take feedback and get stuck into the operational side of the role.

They understand that successful account management isn't just about keeping the client happy — it's also about making sure the people delivering the service are supported, accountable and set up for success.

If you've come from a BPO, staffing or outsourcing environment and have experience sitting between the client and the team delivering the work, this could be a strong next step for you