Job Description

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 company business needs. 

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• Meet sales objectives and goals on an annual basis.
• Create a strong cross-functional team across departments to execute and deliver client goals
• 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

Requirements

• 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
• 4 or more years’ experience in account management, account growth, and sales with experience creating strategies that exceed the business goals of our clients

• 3 or more years of people management experience preferred
• Experience as a trusted advisor with ability to manage client expectations throughout the duration of client engagement
• Experience strategizing and developing 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. Retain existing clients by ensuring high satisfaction and quality
• Communicated, presented and influenced with clients and prospects
• Collaborated cross-functionally and worked closely with leaders from other internal teams

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• Pro-actively identified opportunities to cross-/up-sell into accounts
• Collaborated with VP of Account Management on account planning and selling efforts
• Collaborated with Product and Solutions to identify selling opportunities
• Experience in pricing and contract negotiations
• Create, maintain and execute on vertical strategic plans
• Built a sales pipeline and execute on it
• Managed 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

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• Create solid networking strategy and work the plan
• Self-motivated individual capable of quickly adapting to change and shifting focus towards new goals
• PC literate with the ability to use a variety of software packages including Word, Excel, Access, PowerPoint and Outlook.  Previous experience with contact management applications such as Salesforce, Siebel, ACT or Goldmine helpful
• Designing proactive proposals outside of RFP process

Travel

Up to 35% domestic and international 

Salary Range

The base pay range for this position in the United States is up to $140,000.00 per year; however, base pay offered may vary depending on location, job-related knowledge, education, skills, and experience. In addition, this role will be eligible for an annual 30% Account Management Incentive Plan. 

Pre-employment Requirements

Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.

Foundever is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination. 

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