Account Manager

Recruiter
SiTEL
Location
Bermuda Park
Posted
09 Sep 2017
Closes
24 Oct 2017
Contract Type
Full Time

Sitel pride ourselves on delivering a market leading customer and client experience.

Accountability, integrity, open communications and team work all feed into a culture of service excellence.

Our clients are well known brands across an international spectrum and generate substantial swathes of Sitel's revenue. A Sitel Account Manager can focus on a specific industry segment or have broader client bases, and will be expected to take full account ownership across a full range of products/services and actively participate and lead management of major accounts. A Sitel Account Manager is responsible for negotiating and securing new business as well as contract renewal.

Key responsibilities include:

Solutioning for Client

  • Grows account share of wallet by building meaningful client relationships, identifying client pain points, and account planning
  • Maintains deep understanding of account industry dynamics and trends
  • Develops deep understanding of the client’s business, strategy, and programs
  • Manages client terms including SOW and pricing to deliver profitable revenue
  • Keeps clients abreast of Sitel strategies and capabilities
  • Meets / exceeds client KPIs as well as Sitel revenue and gross margin targets
  • Ensure development needs are identified and development programs/activities are taking place

Active Partner to Client

  • Serves as primary day-to-day contact for client executives in tune with client culture
  • Regular account planning to identify up-/cross-selling opportunities

Collaborates with Others in Sitel to Add Value

  • Interfaces with CSD to ensure excellence and quality of client programs
  • Adds value for client by collaborating with Solutions and Product teams to proactively bring innovative ideas that address client pain points before RFP
  • Ensures direct reports have current goals, objectives aligned to the needs of the client / business through the Performance Management system and performance is reviewed on a regular basis throughout the yea
  • Works with supporting organizations to ensure alignment of PMS to client / business needs
  • Maintains high level of communication across Sitel supporting organization with respect to Client business performance, key initiatives, Sitel performance with respect to reaching #1 provider
  • Works with supporting organization functional management to develop and maintain a high performing team managing client business

Knowledge/Skills/Abilities:

  • Documented ability to develop and maintain mutually beneficial partnerships throughout a large client organization.
  • Strong interpersonal, presentation, and communications skills.
  • Strong track record of selling in a large customer support environment.
  • Strong commercial acumen and analytical, problem solving skills.
  • Ability to develop and articulate explicit business solutions and outcomes to C-level executives and designates.
  • Demonstrated ability to develop and maintain high performing teams in a matrix environment.

Key competencies include:

Relationship

  • Trusted advisor that brings thought leadership
  • Strategic planner who knows the client’s business
  • Engages high and wide in regular intervals
  • Has respect of Sitel leadership, peers and support teams

Financial

  • Balances a P&L between client satisfaction and operational performance
  • Manages client terms to deliver revenue and enable profitability and free cash flow

Operational

  • Sets up client and operations for success with clear expectations
  • Understands Sitel’s GOS and how role impacts service delivery and support
  • Understands how client KPIs tie-back to client strategy

Sales

  • Builds a clean and accurate pipeline, efficiently moving opportunities through the process
  • Plans and navigates the sales process, anticipating objections and pitfalls
  • Closes deals that bring value to client and Sitel

Education

University / College degree in business discipline or significant industry experience

Experience Target

  • 3+ years of experience managing large, complex, customer-facing operations/accounts in a multi-national environment.
  • Industry vertical expertise relevant to the clients industry strongly preferred.

Relationship-Building & Interpersonal Skills

•Proven ability to maintain and develop meaningful client relationships with C-level executives

•Strong professional, interpersonal, presentation, and communications skills

•Documented ability to develop and maintain beneficial partnerships

Problem-Solving

•Ability to develop and articulate explicit business solutions and outcomes

•Ability to develop actionable account plans

•Strong commercial acumen and analytical, problem solving skills