Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we are the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
The Account Management team acts as the conduit between our clients and Foundever™ for building and nurturing the relationship, aligning the account strategy, and ensuring successful delivery and growth. The relationship owner and strategic advisor, crucial for retaining, expanding, and diversifying the client's business.
The Account Manager is the primary client’s day-to day service delivery point of contact. Responsibilities include developing strong relationships with the client, connecting with key business stakeholders. They will respond to client queries and ensure implementations are deployed according to the plan. The Account Manager should ensure aligned Account Strategy and delivery to it across all areas of the business and relationship. They are the subject matter expert for product, policies, operations, quality, training, reporting and IT.
The Account Manager should also understand the customer thoroughly, their strategy, their organization, company culture, pain points and needs, especially the not-so-obvious ones, and proactively offer win solutions to address and exceed the needs of the client.
Developing a solid and trusting relationship between Clients and Foundever™. Strategic Growth: developing a complete understanding of account needs, and anticipating account changes and improvements. Driving proposal management with clear WIN strategy processes. Communicating with clients to understand their needs and explain product value. Managing communications between clients and internal teams and resolving key client issues and escalations. Collaborating on negotiations and contracts management with the client (MSA, SOW, renewals, amendments) Working with internal teams dedicated to the same client account to ensure the highest quality delivery and all client needs met Planning and presenting reports on account progress, goals, and initiatives to share with internal stakeholders and client. Maintaining updated knowledge of company products and services. Acting as the client's representative to ensure that their demands are met with a focus on improving the customer experience. Managing changes and projects. Skills, knowledge and experience required
Minimum 3 years in a client management related role BPO Industry experience Client-facing role experience Vertical experience – industries Operational experience Managing diverse and multi-functional teams remotely Proven ability to manage people and accounts
Education and Qualifications
Required:
Practical experience - minimum 3 years BPO English language fluency to high competency
Desired:
Bi/multi-lingual skills CRM Salesforce Microsoft Suite including Power BI, Google Workspace (Docs, Sheets, Slides) Document/Contract management (e.g. Spring CM) Our Offer
Competitive compensation package Excellent learning and development opportunities (AI, technology, evolving BPO landscape) Growth opportunities within an expanding team Onsite and remote work at home available Working alongside a team of high-calibre leaders Excellent work-life balance culture