Location
Makati, National Capital Region, Philippines
Posted
July 10, 2026
Job Description
The Service Account Manager (SAM) is the Single Point of Contact (SPOC) for assigned customers and is responsible for end-to-end service delivery, relationship management, and SLA adherence across ATM / CRM managed services accounts.
Key Responsibilities
- Act as SPOC for customers and manage all service-related interactions.
- Ensure SLA, uptime, and service TATs are met; minimize penalties and service lapses.
- Track and coordinate issue resolution with internal teams, partners, Incident Management, and Technical Operations.
- Conduct regular service review meetings (weekly/monthly) with customers and internal stakeholders.
- Prepare and present MPRs and service performance reports internally and externally.
- Maintain customer issue tracker and ensure timely closure of escalations.
- Coordinate pre-production, production, and customer projects with Project and Service ...