Director - Account Management (UK)

Sitel Corp.; Remote; GBP 75,000 - 100,000; Full time

Job summary

A leading customer experience firm is seeking an experienced Account Director to manage client relationships and implement account strategies. This role requires understanding client priorities and ensuring successful delivery of services. The ideal candidate will have a strong background in outsourcing and sales, with a minimum of seven years of experience. Join a dynamic team focused on driving success for clients globally in a fully remote capacity.

Qualifications

• Minimum of seven years working in outsourcing operations, sales and/or consulting.
• Experience successfully managing large, complex client accounts and generating growth.

Responsibilities

• Serve as the contract custodian and pricing lead.
• Collaborate with teams on operations and quality.
• Develop a comprehensive understanding of the customer.

Skills

Strategic management

Client relationship management

Sales cycle management

Contract negotiation

Education

BA/BS in Business, Marketing, or related field

Job description

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.

Our Account Management team, acts as the conduit between the client and Foundever™, understanding the client strategy, ensuring account strategy and delivery. As the relationship owner and builder, the Account Management team retains, grows and diversifies the account.

Job Summary

As the owner of a logo, the Account Director may lead a team of Account Managers to ensure the seamless implementation of Foundever Group's strategy across their account. This position is essential for understanding client strategies and priorities, enabling a cohesive Account Strategy that aligns with our business objectives and enhances relationships.

Key Responsibilities include:

• Serve as the contract custodian and pricing lead.
• Collaborate with Account Managers on products, policies, operations, quality, training, reporting, and IT.
• Develop a comprehensive understanding of the customer—delving into their strategy, organizational culture, industry verticals, customer journeys, and unique pain points.

The ideal Account Director will proactively identify both obvious and hidden client needs, providing innovative, win-win solutions that go above and beyond expectations.

Join us in driving success for our clients and making a meaningful impact! 🚀

Day to Day

• Strategic Growth. Developing a complete understanding of account needs, and anticipating account changes and improvements. Driving proposal management with a clear WIN strategy.
• Developing a solid and trusting relationship between clients and Foundever.
• Communicating with clients to understand their needs and explain product value.
• Manage delivery to SOW as One Foundever team.
• Planning account strategy (SWOT, RASIC and governance models).
• Managing communications between clients and internal teams and resolving key client issues and escalations.
• Negotiating and managing contracts with the client (MSA, SOW, renewals, amendments)
• Managing budgets, forecasting, reporting and pricing models of clients
• Working on RFP and RFI processes
• Working with internal teams dedicated to the same client account to ensure the highest quality delivery and all client needs met.
• Planning and presenting reports on account progress, goals, and initiatives to share with internal stakeholders and client.
• Maintaining updated knowledge of company products and services.
• Acting as the client's representative to ensure that their demands are met with a focus on improving the customer experience.
• Managing changes and projects.
• Developing a complete understanding of account needs, and anticipating account changes and improvements.

What you need in order to be successful

• Experience successfully managing long-term sales cycles which require precise management of projects across multiple organizations, both internally and externally.
• Strong knowledge of outsourced solutions and services sales; knowledge of contact center solutions
• Experience in leading a team of professional employees.
• Experience successfully managing long-term sales cycles
• Minimum of seven years working in outsourcing operations, sales and or consulting.
• Proven track record in managing large, complex client accounts and generating significant growth
• BA/BS in Business, Marketing, or related field; or equivalent work-related experience

The Environment

Location UK (Fully Remote)
Global Travel Required
Working Pattern 37.5 hours per week Core Business Hours
Contract Type Permanent