Jobs in Norwich, United Kingdom

Job Title: Director, Account Management EMEA

Job Description

We're Concentrix. The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech‑powered, intelligence‑fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game‑changing careers in over 70 countries, attracting the best talent.

Our game‑changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," "Best Companies for Career Growth," and "Best Company Culture," year after year.

Join us and be part of this journey towards greater opportunities and brighter futures.

The Account Director plays a key role with the Go‑to‑Market organization managing specific accounts on a day‑to‑day basis and is responsible for developing, nurturing and retaining client relationships.

In everything we do, we believe in doing right by and for people – our clients, their customers, our people, our community, and our planet.

• Demonstrates a clear understanding of client’s business, its objectives, strategy and industry where they operate. Supports the Portfolio Leader in the development of portfolio/sector strategy.
• Demonstrates a strong knowledge of BPO and Technical Services associated with their allocated accounts and industry sector.
• Leverages expertise and communication skills to speak at forums both internally and externally.

• Builds and maintains strong, long‑term relationships with assigned clients. These relationships should reflect coverage of the client’s comprehensive buyer personas, including but not limited to the CIO, CMO, CTO and CXO ensuring a partnership charter with their team.
• Develops sustainable and profitable strategic account plan that addresses whitespace planning, cross‑selling and up‑selling opportunities and incorporates the full extent of Concentrix services. Ensures Financial KPIs (revenue, new business signings, gross margin) are met, maximizes the share of TAM (total addressable market) within client(s).
• Ensures clients fully benefit from Concentrix Technology offer (internal and Technology Partnerships). Aligns Concentrix Technology solutions with client’s business opportunities and strategy.
• Installs collaboratively the necessary account governance with the client and manages this governance framework in accordance with the account needs and contractual obligations.
• Demonstrates the gravitas and maturity to engage and hold the attention of the C‑Level within the account.
• Proactive Risk Management: mitigating financial, competitive, and technological threats.
• Achieves exceptional client satisfaction including fulfilling all contractual obligations while providing robust, tailored solutions to effectively address and exceed client expectations. Works closely with Client Success, Practices, Catalyst, etc. to ensure consistent, high quality service delivery. Drives development and monitoring of improvement plans if required.
• Acts as the first point of escalation for clients, addressing inquiries, resolving issues, and providing regular updates, escalating to Portfolio Leaders when necessary.
• Analyzes market trends and client data to identify growth opportunities and makes informed recommendations to the client.
• Assists Portfolio Leaders and Sector Leads in developing and executing Portfolio and Sector growth strategies and meeting business objectives.

• Works closely with Portfolio Leaders, Sector Leads, and other internal teams to align account activities with overall business goals.
• Leverages internal resources and expertise to deliver high‑value and profitable solutions to clients.
• Collaborates with the broader account team by sharing insights, best practices, and assisting with account‑related tasks.

• Monitors and reports on account performance, tracking key metrics, and reports on progress to Portfolio Leaders.
• Gathers and shares client feedback and insights with internal teams to inform strategy and improve service offerings.
• Prepares and delivers regular reports and updates to clients on account performance and metrics.

• Stays updated on industry trends, emerging technologies, and best practices in account management.
• Participates in training and development programs to enhance skills and knowledge.
• Actively seeks opportunities for professional growth and career advancement within the organization.

Facilitates senior executive relationships between Client and CNX, uncovers challenges and opportunities within Client’s business to develop a forward‑looking strategic account business plan and propose solutions, proactively expands the relations outside of usual buying towers.

• Proactively develops Multi‑Service proposals that include CNX or Partner Technology products.
• Demonstrates a consultative selling approach to uncover Client’s challenges and propose solutions.
• Negotiates a contract.

• Understands Account / Client financials and the levers to drive profitability and revenue attainment/improvement.
• Accurately forecasts (both with Clients and internally).
• Optimizes revenue (price negotiation, contractual clauses, etc).

Leads a multi‑functional team to build the best possible solution, collaborates efficiently in a highly international and diverse environment internally and externally and builds meaningful connections.

• Efficiently accumulates and develops sector knowledge.
• Knowledge on the industry trends and ability to see the ‘next big thing’.

• Knowledge of the recent technologies and ability to implement them for the Client needs.
• Knowledge of the competitors’ and partners’ technology offers.
• Ability to present Technology driven proposals to the Client.

We embrace our game‑changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are.

• Bachelor’s degree in business administration, Marketing, or a related field with extensive years of experience.
• Proven experience in account management or client relationship management roles, preferably within the BPO or Technology services industry.
• Strong communication and interpersonal skills with the ability to build and maintain client relationships.
• Excellent problem‑solving and conflict‑resolution abilities.
• Ability to analyze data and use insights to inform account strategies.
• Proficiency in using CRM systems (e.g., Salesforce) and other relevant tools.
• Strong organizational and time‑management skills.
• Ability to work collaboratively within a team environment.
• A “Portfolio” is Concentrix terminology defining a sub‑group of accounts within a particular sector.

At Concentrix, we invest in our game‑changers because we know that when our people thrive, our clients and their customers thrive.

If all this feels like the perfect next step in your career journey, we want to hear from you. Apply today and discover why over 440k+ game‑changers around the globe call Concentrix their “employer of choice.”

We're proudly united as one team, one company, globally. We're committed to equal employment opportunities for all candidates and a work environment free from discrimination and harassment. All our recruitment practices are based on business needs, job requirements, and professional qualifications, without regard to race, age, gender identity, sexual orientation, religion, ethnicity, family or parental status, national origin, disability, or any other classification protected by applicable national laws.

UK, Work at Home, GB

Full time

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