Senior Manager, Account Management (Remote, Any Location, United States of Ameri

About the Role

In this context, the ability to build and maintain strong, trust-based relationships with client stakeholders is crucial. The role also demands a deep understanding of client objectives, operating models, and priorities, as well as the ability to communicate Foundever's value proposition effectively. Given the remote nature of the work, proficiency in digital communication tools and the ability to work independently are essential.

Foundever operates at the forefront of the customer experience industry, providing innovative CX solutions, technology, and expertise to over 750 of the world's leading brands. The company's commitment to delivering seamless experiences to customers in moments that matter has established it as a global leader, with 170,000 associates worldwide.

What You Will Do

• Act as the primary day-to-day contact for assigned client accounts, ensuring high levels of client satisfaction and retention.
• Build and maintain strong, trust-based relationships with client stakeholders, understanding their objectives, operating models, and priorities.
• Communicate Foundever's value proposition clearly and consistently, aligning services with client needs and expectations.
• Identify opportunities for incremental revenue, upsell, and cross-sell, supporting proposal development and business case preparation.
• Assist in contract management, including MSA, SOWs, renewals, and amendments, ensuring compliance with contractual obligations.
• Support RFP and RFI processes, coordinating with internal teams to deliver comprehensive and competitive proposals.
• Work closely with Operations to ensure delivery aligns with SOW and SLA commitments, monitoring performance metrics and proactively addressing risks or issues.
• Collaborate with internal teams, including Sales, Marketing, and Finance, to support account growth and client engagement strategies.
• Contribute to forecasting, reporting, and budget tracking, preparing and presenting account updates and performance reviews to clients and internal stakeholders.
• Support change management initiatives and project execution, ensuring smooth transitions and minimal disruptions to client services.

What We Are Looking For

• Bachelor's degree in Business, Marketing, or a related field; or equivalent work-related experience.
• Strong knowledge of outsourced solutions and services sales, with a focus on customer experience and contact center solutions.
• Minimum of five years of client service or account management experience, preferably in a BPO/contact center environment or a related role.
• Proven ability to effectively manage multiple client accounts, consistently meeting or exceeding service goals and driving account growth.
• Commercial acumen and financial awareness, with experience in contract management and negotiation.
• Excellent relationship management skills, with the ability to build and maintain trust with client stakeholders.
• Strong execution and follow-through, with a focus on delivering results and meeting deadlines.
• Cross-functional collaboration and problem-solving skills, with the ability to work effectively in a remote environment.

Nice to Have

• Experience with CRM software and data analysis tools, particularly Excel.
• Certification in account management or a related field, demonstrating a commitment to professional development.
• Knowledge of the customer experience industry, including trends and best practices.

Benefits and Perks

• Competitive compensation package, reflecting the candidate's experience and qualifications.
• Opportunity to work with a global leader in the customer experience industry, offering a chance to make a significant impact.
• Collaborative and dynamic work environment, with a focus on innovation and teamwork.
• Professional development opportunities, including training and certification programs.
• Flexible remote work arrangements, providing the autonomy to work effectively from any location.

• Ensure your resume and cover letter are tailored to the account management role, highlighting your experience in client relationship management and contract negotiation.
• Prepare examples of how you've driven account growth and managed complex client relationships in previous roles.
• Familiarize yourself with Foundever's services and the customer experience industry, demonstrating your interest and knowledge during the application process.
• Develop a strong understanding of Excel and its applications in data analysis and reporting, as this is a key skill for the role.
• Be prepared to discuss your experience with remote work and how you maintain productivity and communication in a virtual environment.
• Consider creating a portfolio or case studies that showcase your achievements in account management, particularly in driving growth and improving client satisfaction.