Global Account Manager

Confidential Company; Turkey; On-site; TRY 1,800,000 - 3,000,000; Full time

Job summary

Confidential Company in Turkey seeks a senior Global Account Manager to own end-to-end relationships with strategic clients across regions, driving growth and governance in a matrix, multicultural environment.

The role requires building executive-level partnerships, managing commercial performance, and leading reviews to translate metrics into strategic actions. Fluency in English and German is expected.

Qualifications

• Significant experience in strategic/global account management, client partnership, or commercial leadership in CX/BPO/tech-enabled services.
• Experience in sales and account management.
• Proven track record of managing large, complex, multi-country accounts and building relationships with senior/C-level stakeholders.
• Strong commercial and financial acumen including revenue growth, profitability, pricing, forecasting, contract negotiations.
• Ability to operate in a matrix, multicultural organization.
• Experience with CX transformation, AI, automation, analytics, digital channels, and emerging customer-service technologies.
• Advanced level English and German language.

Responsibilities

• Own end-to-end global relationship with assigned strategic clients across countries/regions/service lines.
• Develop and execute the global account strategy aligned with client priorities and growth objectives.
• Build relationships with senior client stakeholders and executive sponsors.
• Drive revenue growth and account expansion through upselling, cross-selling, and new opportunities.
• Own the account's commercial performance including revenue, profitability, pricing, and forecasts.
• Establish global governance and align across regional/local operations.
• Partner with Operations to ensure delivery against SLAs, KPIs, and contractual commitments.
• Lead Executive Business Reviews / Quarterly Business Reviews with the client.
• Develop understanding of client's business model, customer strategy, and transformation agenda.
• Identify opportunities to introduce digital CX, AI, automation, analytics, and omnichannel solutions.
• Coordinate cross-functional teams to deliver against the global account strategy.
• Manage risks, escalations, renewals, and client retention.
• Share best practices to ensure a consistent global client experience.
• Maintain an accurate account pipeline and multi-year growth/retention plans.

Skills

Strategic account management

Client partnership

Commercial leadership

Sales and account management

Multi-country accounts

Financial acumen

Matrix organization

CX transformation

AI & automation

Digital channels

English & German

Job description

• Own the end-to-end global relationship with assigned strategic clients, acting as the primary point of contact across countries/regions/service lines.
• Develop and execute the global account strategy, aligned with the client’s business priorities and the company’s growth objectives.
• Build strong relationships with senior client stakeholders and executive sponsors, positioning the organization as a strategic CX partner rather than solely a service provider.
• Drive revenue growth and account expansion by identifying upselling, cross-selling, new geography, and new service opportunities.
• Own the account’s commercial performance, including revenue, profitability, pricing, contract commitments, forecasts, and overall account health.
• Establish effective global governance, ensuring alignment and consistency across regional and local operations.
• Partner with Operations leadership to ensure delivery against SLAs, KPIs, contractual commitments, and client expectations, while maintaining clear accountability between account and operational ownership.
• Lead Executive Business Reviews / Quarterly Business Reviews, translating operational performance into strategic business insights and recommendations.
• Develop a deep understanding of the client’s business model, customer strategy, competitive environment, and transformation agenda.
• Identify opportunities to introduce digital CX, AI, automation, analytics, omnichannel solutions, and process transformation that create measurable client value.
• Coordinate cross-functional teams including Operations, Solutions, Finance, Legal, Technology, WFM, Transformation, and Business Development to deliver against the global account strategy.
• Proactively manage commercial and relationship risks, escalations, contract renewals, and client retention.
• Ensure best practices and innovations are shared across countries and programs to create a consistent global client experience.
• Maintain an accurate account pipeline and develop multi-year growth and retention plans for strategic accounts.

Candidate Profile / Expectations

• The ideal candidate should bring significant experience in strategic/global account management, client partnership, or commercial leadership, preferably within the CX, BPO, contact center, technology-enabled services, or outsourcing industry.
• Experience in sales and account management.
• They should have a proven track record of managing large, complex, multi-country accounts and building relationships with senior and C-level client stakeholders.
• Strong commercial and financial acumen is essential, including experience with revenue growth, profitability, pricing, forecasting, contract negotiations, and account P&L.
• The role requires the ability to operate effectively in a matrix and multicultural organization, influencing regional and operational teams without necessarily having direct authority over them.
• Experience with CX transformation, AI, automation, analytics, digital channels, and emerging customer-service technologies would be highly valuable.
• Advanced level English and German language are required.