Account Manager – Client Relations & Developmen

Position Summary:

The Account Manager is responsible for strengthening partnerships with key clients, managing and developing existing accounts, and identifying business solutions to enhance project performance and client experience.

Key Responsibilities:

Client Partnership & Relationship Management

• Build and maintain strong, long-term relationships with clients, acting as their primary point of contact and ensuring a deep understanding of their needs and objectives.
• Drive strategic discussions with clients to enhance collaboration and foster trust and loyalty.
• Serve as the client advocate within the organization, addressing their needs and concerns proactively.

Global Coordination & Operational Excellence

• Collaborate with global cross-functional teams, ensuring seamless coordination and execution of client strategies.
• Facilitate operational processes and maintain regular communication to drive consistent service quality.
• Actively participate in KPI negotiation with clients, ensuring mutual alignment and accountability.

Account Development & Growth

• Identify opportunities to expand the relationship with existing accounts by proposing innovative digital business services and solutions to enhance project development and customer experience.
• Develop and execute strategic account plans to support client goals, identifying areas for growth, optimization, and increased engagement.
• Track and analyze account performance, presenting reports to clients and internal teams on a regular basis.

Contract Management & Pricing Negotiation

• Oversee and manage contract documents, renewals, and modifications, ensuring compliance with company policies and client requirements.
• Lead negotiations on pricing, terms, and agreements with clients to ensure mutually beneficial terms.
• Maintain a thorough understanding of BPO pricing models and contractual obligations to support informed negotiation strategies.

Sales Support & Business Development

• Work closely with the sales team to support the onboarding of new clients, participating in presentations, proposal development, and client meetings as needed.
• Support the business development process by and providing insights into client needs and market trends.
• Stay up-to-date with industry trends, competitive landscape, and emerging BPO services to provide valuable insights to clients.

Qualifications:

Education: Bachelor’s degree in Management, Business, Marketing, or a related field.

Experience:

• 3+ years of experience in client management, account management, or business development within the BPO/contact center industry.
• Proven track record of managing and growing complex accounts, especially in a global environment.
• Strong experience in contract management, pricing negotiation, service agreements.

Skills:

• English – B2-C1 level
• Exceptional interpersonal and communication skills, with an ability to influence and negotiate with high-level stakeholders.
• Strong analytical and problem-solving skills, with the ability to create strategic plans and translate them into actionable steps.
• Familiarity with digital services and emerging technologies in BPO and customer experience is an asset.