The Director, Account Management serves as the strategic owner of a client logo or vertical and may oversee a team of Account Managers. This role ensures full deployment of the Foundever Group strategy across the account—aligning closely with the client’s business objectives, operational priorities, and long-term vision. The Director acts as the primary contract custodian and pricing lead, while also supporting product, policy, operations, quality, training, reporting, and IT functions.
To be successful, the Director must have a deep understanding of the client—their strategy, organizational structure, culture, industry vertical, customer journey, pain points, and emerging needs, including those that may not be immediately visible. They proactively identify and deliver mutually beneficial solutions that drive value and exceed expectations. The role is centered on nurturing and expanding existing client relationships, with a strong emphasis on retention, satisfaction, and revenue growth through continuous, consultative account management.
Job Responsibilities
- Drive Strategic Growth: Deeply understand client needs, anticipate changes, and lead proposal management with a clear win strategy
- Expand Business Opportunities: Identify and pursue new and diverse offerings that increase revenue and margin, partnering closely with sales and marketing
- Strengthen Client Relationships: Build trusted, long‑term partnerships by communicating proactively, understanding client objectives, and clearly articulating product value
- Lead Account Strategy: Develop strategic account plans, oversee delivery to SOW, and ensure alignment between client expectations and internal performance standards
- Team Leadership: Lead and coach a team of account managers, fostering a culture of high performance, innovation, and continuous development
- Operational Excellence: Collaborate cross‑functionally to solve complex client challenges, optimize processes, and drive efficiency and profitability
- Contract & Financial Oversight: Serve as contract custodian, support pricing, manage budgets and forecasts, and ensure accurate reporting
- Issue Resolution & Communication: Manage escalations, maintain clear communication between clients and internal teams, and ensure seamless service delivery
- Performance Management: Present account performance updates, identify growth opportunities, and support talent development and succession planning
- Governance & Compliance: Ensure adherence to SLAs, policies, and compliance standards; protect company and client data; and report concerns as required
- Continuous Improvement: Lead initiatives to enhance customer experience, streamline processes, and strengthen Foundever’s position as a strategic partner
Skills and Qualifications
- BA/BS in Business, Marketing, or related field, or equivalent professional experience
- Proven success managing complex, long‑term sales cycles across internal and external stakeholders
- Strong background in outsourced solutions, services sales, and contact center environments
- Demonstrated leadership experience managing professional teams
- Minimum seven years in outsourcing operations, sales, or consulting
- Track record of growing large, strategic client accounts
- Strategic thinker able to execute both long‑term plans and tactical initiatives
- Builds trust through integrity, transparency, and ethical leadership
- Strong account leadership with the ability to align strategy to business goals
- Expert relationship builder with strong client intimacy skills
- Proven ability to lead, inspire, and develop high‑performing teams
- Skilled in consultative selling and cross‑functional collaboration
- Strong financial acumen and data‑driven decision‑making
- Effective change leader with a customer‑centric mindset and up‑to‑date market knowledge
- Creative problem‑solver with strong analytical and financial skills
- Skilled at identifying client challenges, assessing risks, and building effective account plans
- High emotional intelligence; able to identify opportunities and navigate complex environments
- Strong negotiation and communication skills, internally and externally
- Able to adapt quickly to shifting priorities and fast‑changing situations
- Strong relationship‑building skills with the ability to influence at all levels
- Capable of driving long‑term growth and creating innovative client solutions
- Clear, effective verbal and written communicator
- Ability to travel globally as needed
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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