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