Manager, Account Management

About Foundever ™
Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we're the team behind the best experiences for +750 of the world's leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.
Job Summary
Foundever is looking for a Manager of Account Management that has experience in Business Process Outsourcing. You will be joining our Account Management team. Within our team, you'll join an energized and positive organization dedicated to rolling up their sleeves to deliver value-added services for our clients.
The primary focus of the Manager of Account Management is to work with prestigious brands to identify and close a consistent flow of opportunities that generate year-over-year value creation. Utilization of business development skills is a key to success for this leadership role.
The assigned clients typically are mid-tier, modestly complex and generate substantial portions of Sitel revenue. Contract services are fulfilled from multiple delivery sites from one region or across multiple global regions. This leader will be responsible for developing executive level relationships while growing their portfolio. The ideal candidate will have experience in the BPO space working across verticals.
You Will
• Manage existing business accounts as well as identify and secure new business opportunities from within assigned vertical.
• Meet with assigned clients and prospects daily/weekly to assess business needs, strengthen relationships and ensure growth within the account.
• Create, maintain and execute on 1-3 year plan aligned and actionable with small tent of stakeholders inclusive of diversified growth, SWOT and strategic roadmap.
• Prepare complete, accurate, and timely paperwork to ensure efficient processing of customer transactions.
• Utilize Salesforce.com and other support systems pertaining to the specific needs for the customer and Sitel, such as; customer pricing, customer profiles, customer updates and account call and cycle records.
• Negotiate contracts inclusive of complex pricing agreements with clients based on company business needs.
• Engage and coordinate with Sitel functional departments to drive actions that ensure program success. Working with operations to ensure team is meeting contractual expectations, and partnering to deliver data-driven value add beyond the contract.
• Strategize and develop best in-class practices to effectively create, communicate and deliver customized sales opportunities that address the client's compelling events and help drive incremental sales growth.
• Meet financial objectives and goals on a monthly basis.
• Communicate, present and influence with current clients, prospects and within Sitel.
• Collaborate cross-functionally and work closely with leaders from internal teams.
• Pro-actively identifies opportunities to cross-/up-sell into accounts
• Collaborate with VP of Account Management on account planning and selling efforts.
• Collaborate with Product and Solutions to identify selling opportunities.
• Design and implement solid networking strategy
• Develops tactical plans and manages daily operation of a large organizational dept. or high impact program
• Create, maintain and execute on vertical strategic plan.
• Build a sales pipeline and execute on it.
You Have
• Bachelor's degree strongly preferred, will consider equivalent combination of education and experience for the right candidate
• 2 or more years' experience in the BPO (Business Process Outsourcing) sector with knowledge in the account management, account growth, operations, and sales and experience creating strategies that exceed the business goals of our clients.
• Trusted advisor with ability to manage client expectations throughout the duration of client engagement.
• Experience in pricing and contract negotiations.
• Demonstrated ability to research, uncover, manage, and resolve obstacles that hinder delivery of positive business solutions
• Demonstrated ability to manage time in an efficient manner
• Problem-solver with demonstrated advanced knowledge of field
• Strong self-awareness and commitment to professional self-development
• Manage multiple projects simultaneously and appropriately prioritize to meet business deadlines.
• Excellent interpersonal and collaborative skills including strong verbal and written communications skills, presentation skills and facilitation skills.
• Demonstrated ability to identify and resolve problems and develop alternative solutions
Our Perks
Competitive salaries, benefits, 401K contribution matching and paid time off.
Onsite and remote work at home available (depending on the market).
Growth opportunities through various development programs.
Employee discounts.
Excellent work culture.
About Foundever
Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we're the team behind the best experiences for +750 of the world's leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.