Senior Director, Account Management- FinTech

Overview

 

Do you have experience in the BPO/Contact Center environment?  Are you looking to work in Account Management for one of the top Global BPO’s and help drive success for our clients? If yes, please continue reading!

 

Foundever™ is looking for a Senior Director of Account Management that has experience in the BPO- Business Process Outsourcing or Contact Center environment.   In this role you will be responsible for developing executive level relationships while growing their portfolio.  The ideal candidate will have experience in the BPO/Contact Center space working in the financial / technology vertical. 

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.

• Winner of Comparably’ s Award for Best Global Culture in 2024, 2022 and 2021
• Gold Stevie Award Winner for Great Employers
• We foster an exciting culture of creativity, connection, and commitment.

 

Read more about our culture: Foundever™ Stories.

 

Responsibilities

 

• Manage existing business accounts as well as identify and secure new business opportunities from within assigned vertical. 
• Work with first time or newer outsources helping clients with shaping outsourcing strategy.
• Meet face to face with assigned clients and prospects daily/weekly to assess business needs, manage complex customer transactions, and resolve customer concerns.
• Build trust and drive deeper and wider client relationships that is measurable and actionable through our client satisfaction.  
• Measures, creates, maintains and executes on 1–3-year plan aligned and actionable with stakeholders inclusive of diversified growth, SWOT and strategic roadmap.
• Prepare complete, accurate, and timely paperwork to ensure efficient processing of customer transactions and contracts.
• Utilize Salesforce.com and other support systems pertaining to the specific needs for the customer and Foundever, such as customer pricing, customer profiles, customer updates and account call and cycle records. 
• Negotiate commercials inclusive of complex pricing agreements with clients based on company business needs. 
• Meet sales objectives and goals on an annual basis.
• Responsible for ensuring the compliant delivery of contract requirements, by driving accountability in stakeholder teams.
• Lead strategic meetings with client and Foundever stakeholder teams on quarterly, semi-annually or annual basis.

 

 

Qualifications

 

• Bachelor’s degree strongly preferred, will consider equivalent combination of education and experience for the right candidate

• 4 or more years’ experience in the BPO or Contact Center arenas- FinTech vertical preferred
• 4 or more years’ experience in account management, account growth, and sales with experience creating strategies that exceed the business goals of our clients

• Experience as a trusted advisor with ability to manage client expectations throughout the d