The Account Manager is the primary day-to day service delivery point of contact for the client. This pivotal role develops strong client relationships, connects with key business stakeholders, and ensures client expectations are consistently met and exceeded driving satisfaction and loyalty. They will respond to client queries and ensure implementations are deployed according to the plan. The Account Manager ensures alignment of the Account Strategy and delivery across all areas of the business and relationship. They are the subject matter expert for product, policies, operations, quality, training, reporting and IT. The Account Manager understands the customer thoroughly, their strategy, their organization, company culture, pain points and needs, especially the not-so-obvious ones, and proactively offers win solutions to address and exceed the needs of the client. The Manager will support a book of business, providing exceptional contact center services, strategic consulting, and innovative CX products. Focus is on nurturing and growing existing client relationships, emphasizing client retention, and satisfaction.
This individual will need to be located and authorized to work within the LATAM region.
Job Responsibilities
- Develop a solid and trusting relationship between clients and Foundever
- Manage a portfolio of client accounts, ensuring timely, effective service delivery aligned with client goals
- Serve as the primary point of contact for client needs, issues, and escalations
- Develop and implement tailored client service plans to meet specific business objectives
- Strategic Growth: developing a complete understanding of account needs, and anticipating account changes and improvements
- Communicate with clients to understand their needs and explain product value
- Drive proposal management with clear WIN strategy processes
- Manage communications between clients and internal teams and resolving key client issues and escalations
- Collaborate on negotiations and contracts management with the client (MSA, SOW, renewals, amendments)
- Conduct regular client meetings to review performance, address concerns, and identify opportunities for improvement
- Monitor and ensure adherence to SLAs and performance metrics
- Collaborate cross-functionally to address client needs and deliver customized solutions
- Track and report key service metrics and performance indicators to share with internal stakeholders and clients
- Oversee change management initiatives and financial performance of accounts
- Act as the client's representative to ensure their demands are met with a focus on improving customer experience
- Foster strong, trust-based client relationships to encourage retention and growth
- Develop a deep understanding of client business goals, organization, company culture, and challenges
- Proactively identify and address client pain points, offering win solutions that exceed client needs
- Maintain open, regular communication with clients to provide updates and gather feedback
- Identify opportunities to grow programs and revenue through strategic account planning and whitespace analysis
- Coordinate with operations, consulting, and CX product teams to ensure seamless, end-to-end service delivery
- Support the development and ongoing training of team members
- Foster a client-centric, high-performance culture and drive accountability for results
- Proactively identify opportunities for process improvement and implement best practices
- Stay informed on industry trends, competitive landscape, and emerging technologies to enhance service offerings
- Collaborate with cross-functional teams to drive innovation and optimize the customer experience
- Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role. Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement
- Protect company assets, systems, proprietary and confidential information in accordance with Foundever Associate Agreement
- Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in the confidentiality, integrity or availability of Information assets as per the Company’s policy
- Fluent in English (C1 level minimum)
Skills and Qualifications
- Bachelor's degree in Business, Marketing, or related field; or equivalent work-related experience
- Strong knowledge of outsourced solutions and services sales; knowledge of contact center solutions
- Minimum of five years of client service/account management experience, preferably in BPO/contact center environment
- Proven ability to effectively manage multiple client accounts and consistently meet or exceed service goals
- High level of strategic thinking with the ability to execute tactically
- Creative Solutioning
- Ability to establish and maintain trust by displaying honesty, integrity and ethical conduct
- Client Relationship Management/Client Intimacy: Expertise in building and maintaining strong, long-lasting relationships with key clients and stakeholders
- Up-to-date knowledge of industry trends, competitive landscape, CX best practices, emerging technologies and best practices in account management
- Attention to detail and, when necessary, strong financial acumen
- Skilled in the Art of Negotiations
- Demonstrated ability to identify client business problems, assess risks and profitability, drive the development of strong mutually beneficial account plans and define the appropriate internal resources (technical assistance, project management, alternate sales channel support)
- Ability to engage and negotiate effectively with internal and external partners
- Ability to adjust quickly to shifting priorities and rapid changes
- Skill in identifying long-term growth opportunities and innovative strategies to enhance client relationships
- Strong analytical skills to assess client data, market trends, and performance metrics to inform strategic decisions
- Exceptional verbal and written communication skills to articulate the value proposition to clients and convey critical information across the organization
- Strong interpersonal skills to build rapport and influence stakeholders at all levels
- Ability to travel worldwide
About Us
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.
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