Director, Account Management- Retail
**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.
**Remote-US**
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
**Job Summary**
Foundever is currently looking for a Director of Account Management for their Retail vertical. You must have experience in Business Process Outsourcing. You will be joining our Account Management team and 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 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 and management of people.
**You Will**
• 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 relationship that is measurable and actionable through our client satisfaction. Measures, creates, maintains and executes 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 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.
• Meet sales objectives and goals on an annual basis.
• Managing a team to include, but not limited to; building and overseeing the work of a team of individuals.
• Responsible for ensuring the compliant delivery of contract requirements, by driving accountability in stakeholder teams
• Lead strategic meetings with client and Sitel stakeholder teams on quarterly, semi-annually or annual basis
**You Have**
• 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
• 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 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 prospect
• Collaborated cross-functionally and worked closely with leaders from other internal teams.
• Pro-actively identified opportunities to cross-/up-sell into accounts
• Collaborated with VP of Account Management on account planning and selling efforts
• Collaborate with Product and Solutions to identify selling opportunities
• Experience in pricing and contract negotiations
• Create, maintain and execute on vertical strategic plan
• 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
• 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
**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.