[Hiring] Account Manager @Newstel GmbH

Role Description

Join the dynamic team at Newstel as an Account Manager, where your expertise in managing client relationships will drive success in the Business Process Outsourcing (BPO) sector. As a German-speaking professional, you will utilise your linguistic skills in English & German to communicate effectively with our diverse client base and worldwide teams, ensuring their needs are met with precision and professionalism.

Your day-to-day responsibilities will include managing existing accounts and customer service teams to deliver best in class service. You'll thrive in a fast-paced environment that rewards proactive problem-solving and strategic thinking.

Key Responsibilities

• Client & Account Management
  • Serve as the main point of contact for assigned client accounts, building trusted, long-term relationships.
  • Lead regular client communications, including performance reviews, service updates, and strategic discussions.
  • Ensure all contractual SLAs and KPIs are consistently met or exceeded.
  • Onboard new clients.
• Client Onboarding & Implementation
  • Lead the onboarding of new client accounts, ensuring a structured, efficient, and high-quality transition into operations.
  • Gather, validate, and complete all required client data and operational documentation to support service delivery.
  • Build and manage a clear onboarding timeline and roadmap, aligning internal teams and client stakeholders to agreed milestones.
  • Prepare and coordinate training documentation in collaboration with clients, Operations, and Quality teams.
  • Liaise closely with HR and Talent teams to support recruitment planning, onboarding, and readiness for go-live.
  • Act as the central coordination point throughout the onboarding phase, ensuring risks, dependencies, and timelines are actively managed.
• Performance Management
  • Own the team's performance against agreed KPIs and SLAs, proactively identifying risks and implementing corrective actions.
  • Analyse and share operational data with the client to drive continuous improvement in productivity, quality, and customer outcomes.
  • Oversee quality assurance standards in line with client and internal expectations.
• Account Growth & Commercial Development
  • Identify and propose account growth opportunities, including service expansion, upsell, and optimisation initiatives.
  • Support contract renewals and pricing discussions where required.
• People Management
  • Provide leadership and oversight to Team Leaders and operational management teams.
  • Ensure teams are aligned to client expectations, performance targets, and quality standards.
  • Support performance management, coaching, and development of Team Leaders.
• Forecasting & Reporting
  • Working with internal teams, produce accurate forecasting for volumes, headcount, and performance requirements.
  • Deliver clear, insightful reporting to clients and internal stakeholders.
  • Use data to support strategic planning and operational decision-making.
• Recruitment & Resource Planning
  • Oversee recruitment planning for client accounts in collaboration with HR and Talent teams and in line with client forecasted requirements.
  • Ensure timely hiring and onboarding aligned to forecasted demand and SLA requirements.
  • Create and oversee schedules that accurately reflect operational requirements, forecasted volumes, and client service expectations.

Qualifications

• Fluent in German & English
• Proven experience in an Account Manager or Client Services role, ideally in a contact centre or BPO environment.
• Strong understanding of contact centre metrics, including AHT, CSAT, QA, occupancy, shrinkage, and service levels.
• Demonstrable experience managing performance against KPIs and SLAs.
• Solid understanding of quality assurance frameworks in a contact centre environment.
• Experience using relevant SaaS platforms such as Salesforce, Zendesk, or similar CRM and ticketing systems.
• Strong analytical, reporting, and forecasting skills.
• Excellent stakeholder management and communication skills.

Requirements

• Experience managing multilingual or international accounts.
• Additional language skills beyond German & English are a strong advantage.
• Experience supporting account growth or commercial initiatives.

Personal Attributes

• Client-focused, professional, and commercially aware.
• Highly organised with strong attention to detail.
• Confident decision-maker with a proactive, solution-oriented mindset.
• Comfortable operating in a fast-paced, scaling environment.
• Values-driven and people-focused, with a strong commitment to team engagement, development, and wellbeing.

Benefits

• Remote work
• Opportunity to travel to, or work from our offices in Malta / Hamburg and Portugal
• Performance-based bonus
• Commission from client introductions
• Flexitime

Hiring Process

• Initial assessment
• First interview
• Final interview with C Suite