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Concentrix · 5 hours ago

Director Account Management

United States

Full-time

Remote

Director/Executive

$132K/yr - $165K/yr

Concentrix is a global technology and services leader that empowers organizations by streamlining their operations and interactions. The Director of Account Management is responsible for developing and maintaining client relationships, managing specific accounts, and ensuring client satisfaction while driving business growth through strategic account planning.

Customer ServiceInformation TechnologyOutsourcingSalesUX Design

Responsibilities

Demonstrates a clear understanding of client’s business, its objectives, strategy and industry where they operate. Supports the Portfolio Leader in the development of portfolio/sector strategy

Demonstrates a strong knowledge of BPO and Technical Services associated with their allocated accounts and industry sector

Leverages expertise and communication skills to speak at forums both internally and externally

Builds and maintains strong, long-term relationships with assigned clients. These relationships should reflect coverage of the client’s comprehensive buyer personas, including but not limited to the CIO, CMO, CTO and CXO ensuring a partnership charter with their team

Develops sustainable and profitable strategic account plan that addresses whitespace planning, cross-selling and up-selling opportunities and incorporates the full extent of Concentrix services. Ensures Financial KPIs (revenue, new business signings, gross margin) are met, maximizes the share of TAM (total addressable market) within client(s)

Ensures clients fully benefit from Concentrix Technology offer (internal and Technology Partnerships). Aligns Concentrix Technology solutions with client’s business opportunities and strategy

Installs collaboratively the necessary account governance with the client and manages this governance framework in accordance with the account needs and contractual obligations

Demonstrates the gravitas and maturity to engage and hold the attention of the C-Level within the account

Proactive Risk Management: mitigating financial, competitive, and technological threats

Achieves exceptional client satisfaction including fulfilling all contractual obligations while providing robust, tailored solutions to effectively address and exceed client expectations. Works closely with Client Succes and Practices to ensure consistent, high quality service delivery. Drives development and monitoring of improvement plans if required

Acts as the first point of escalation for clients, addressing inquiries, resolving issues, and providing regular updates, escalating to Portfolio Leaders when necessary

Analyzes market trends and client data to identify growth opportunities and makes informed recommendations to the client

Assists Portfolio Leaders and Sector Leads in developing and executing Portfolio and Sector growth strategies and meeting business objectives

Works closely with Portfolio Leaders, Sector Leads, and other internal teams to align account activities with overall business goals

Leverages internal resources and expertise to deliver high-value and profitable solutions to clients

Collaborates with the broader account team by sharing insights, best practices, and assisting with account-related tasks

Monitors and reports on account performance, tracking key metrics, and reports on progress to Portfolio Leaders

Gathers and shares client feedback and insights with internal teams to inform strategy and improve service offerings

Prepares and delivers regular reports and updates to clients on account performance and metrics

Stays updated on industry trends, emerging technologies, and best practices in account management

Participates in training and development programs to enhance skills and knowledge

Actively seeks opportunities for professional growth and career advancement within the organization

Qualification

Account ManagementBPO KnowledgeClient Relationship ManagementCRM ProficiencyData AnalysisCommunication SkillsProblem-SolvingTeam CollaborationOrganizational SkillsTime Management

Required

Bachelor's degree in Business Administration, Marketing, or a related field

A significant number of years' experience in account management or client relationship management roles, preferably within the BPO or Technology services industry

Strong communication and interpersonal skills with the ability to build and maintain client relationships

Excellent problem-solving and conflict-resolution abilities

Ability to analyze data and use insights to inform account strategies

Proficiency in using CRM systems (e.g., Salesforce) and other relevant tools

Strong organizational and time management skills

Ability to work collaboratively within a team environment