Key skills
Communication
About this role
Role Overview
- Manage one or two strategic and multiple non-strategic accounts, both new and existing, through the client lifecycle and ensure that all campaign metrics/SLAs are met and all clients are highly satisfied with the team’s performance
- Conducts weekly/monthly/quarterly business reviews
- Is the proactive conduit in reporting progress/activities to/from clients and facilitates communication between internal teams regarding client needs
- Conducts face-to-face meetings with clients, wherever they are, to effectively manage the accounts and become a trusted partner for those clients
- Achieves annual top-line revenue generated by campaign as forecasted, gross margin % month/month as forecasted by finance
- Grows headcount, revenue, and margins on accounts
- As needed, lead contract negotiations during the lifecycle of the contract
- Able to charm and influence people around the world
- Provides actionable feedback for improvement/course correction internally and externally
- Comfortable influencing across teams/stakeholders
- Professionally presents to groups and 1/1 and hosts engaging client visits
- Demonstrates an attitude where they roll up their sleeves and handle issues that arise
- Achieves expectations for their team’s contribution to the Contractual KPIs for each account
- Reaches the Customer Satisfaction Score of 8+
- Responsible for the administration of internal/external reporting requirements
- Strategizes with clients to ID opportunities for growth
- Leads internal teams to ensure we have a focus on long-term and short-term objectives
- Identifies risks and provides solutions that allow for innovation and change
- Brainstorm with management/peers for best practices
- Continuously drives performance enhancement and drives real value initiatives for clients
Requirements
- 8+ years of professional experience in the BPO industry or Operational background
- Experience managing client relationships and growing business
- Experience in start-ups or high-growth companies preferred
- Experience managing direct reports
- Driven to self-improve and extend spheres of knowledge and influence
- Practical and action-oriented
- Ability to sell, be persistent, and be entrepreneurial
- Must be able to inspire and persuade people
- Willing to work hard; sometimes clients have urgent needs after hours and on weekends
- Ability to travel up to 50% of the time
- Standing and sitting for sustained periods of time, at least 50%
- Close visual acuity to perform activities such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; and extensive reading
- Passport in good standing
Benefits
- Competitive industry salaries
- Comprehensive benefits packages
- Total Rewards department
- Wellness programs
- HR support
- Diversity initiatives