Director, Account Management- Telecommunications-Remote

Job Summary

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

 

Foundever is looking for a Director 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 Director 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 Foundever revenue. Contact 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 and management of people. 

 

About Foundever®

Foundever is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 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, 2023, 2022 and 2021
• Gold Stevie Award Winner for Great Employers in 2024 and 2022
• We foster an exciting culture of creativity, connection, and commitment

 

 

Responsibilities

 

• Manage existing business accounts as well as identify and secure new business opportunities from within assigned vertical. 
• Identify opportunities to improve operational practices; develop a solution, secure client approval and implement solutions.
• 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 relationship that is measurable and actionable through our client satisfaction. 
• Develop maintain and execute 1–3-year strategic plans 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 and contracts
• 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 commercials inclusive of complex pricing agreements with clients based on