[Hiring] Account Manager @Foundever®

Role Description

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.

• Ensure alignment of the Account Strategy and delivery across all areas of the business and relationship.
• Act as the subject matter expert for product, policies, operations, quality, training, reporting, and IT.
• Understand the customer thoroughly, their strategy, organization, company culture, pain points, and needs.
• Proactively offer win solutions to address and exceed the needs of the client.
• Support a book of business, providing exceptional contact center services, strategic consulting, and innovative CX products.
• Focus on nurturing and growing existing client relationships, emphasizing client retention and satisfaction.
• Located and authorized to work within the LATAM region.

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.
• 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, and drive the development of strong mutually beneficial account plans.
• 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.

Requirements

• Fluent in English (C1 level minimum).

Benefits

• 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.
• 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 confidentiality.