Account Manager, German Speaking

Role Overview

• 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.
• 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.
• 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.
• Identify and propose account growth opportunities, including service expansion, upsell, and optimisation initiatives.
• Support contract renewals and pricing discussions where required.
• 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.
• Produce accurate forecasting for volumes, headcount, and performance requirements with internal teams.
• Deliver clear, insightful reporting to clients and internal stakeholders.
• Use data to support strategic planning and operational decision-making.
• 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.

Requirements

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

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