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Sr. Account Manager in All States at Concentrix

Date Posted: 3/28/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    All States
  • Job Type:
    Management
  • Experience:
    Not Specified
  • Date Posted:
    3/28/2018

Job Description

About Concentrix
Concentrix is a global business services firm that transforms the customer experience and streamlines front and back office and industry-specific processes to provide the highest value from every customer interaction. A Top 10 Services Provider, we partner with our clients to deliver end-to-end customer engagement services, technology innovations, analytics, process optimization, and business improvements.
With a presence in more than 25 countries and a staff of more than 100,000 globally who speak 40+ languages.  Concentrix provides highly valued services to clients in 10 primary industries, leveraging outstanding process capabilities, sophisticated operational excellence with global scale, deep analytical capabilities, relevant and innovative technologies, and the best staff in the market.
The Role
The Senior Account Manager serves as the key point of contact for some of Concentrix’s top global clients to build and foster relationships with top executives.  This position provides vision and leadership for developing and implementing key account management initiatives and directs the planning to support continued growth.  Responsibilities include leadership and management of the account management function for assigned clients across North America.
Essential Functions
  • Manage global profit and loss (P&L) responsibility for a Fortune 500 account including revenue forecasting, budgeting and margin improvement
  • Accountable for driving sales and revenue growth for the account
  • Create and maintain 3-year account strategic plans including financial plans and go\\-to\\-market strategies that leverage global delivery capabilities, solutions and offerings that lead to growth of the services portfolios
  • Assist in managing or directly manage delivery team of customer care and/or digital transaction processing services for client
  • Build strong client relationships, anticipate needs, and represent the full Concentrix services portfolio to clients
  • Ability to build relationships and work at very senior executive levels C-suite
  • Actively visit client offices, foster relationships, manage communications and regular monthly and quarterly business reviews, walk the halls of customer locations evaluating opportunities to grow our business with the client
  • Coordinate with account sales team with focus on winning new business within an account
  • Accountable for planning activities including conducting SWOT analysis, evaluating resource requirements, and planning for stakeholder engagement
  • Responsible for developing and managing the strategic account plan
  • Participate in end-to-end sales process from lead generation through deal approval
  • Design of multiple capability solution proposals
  • Improve and maintain customer satisfaction through timely resolution of issues and communicate customer satisfaction results with the firm
  • Review operational results regularly and take necessary actions to meet and exceed contract service requirements, budgeted P&L, OP, and sales quotas
  • Be the “face of Concentrix” to our customer and an escalation point for customers to our service delivery teams
  • Manage client objectives within a partially matrixed model
  • Developing strong relationships with service delivery leaders inside and outside your department
  • Represent Concentrix as an “industry thought leader” within the Retail, Travel, and Logistics business space
 
Required Skills and Experience
  • Externally recognized as an Industry and account expert and considered a thought leader
  • A minimum of 10-15 years of demonstrated experience leading and managing large accounts within the services outsourcing industry, preferably with the last 3-5 years
  • Account P&L responsibility
  • Excellent long-term client management experience
  • An excellent reputation of partnering with internal constituents, partners and other service providers
  • A proven track record of managing an Account team and revenue pipeline and a track record of structuring solutions that meet financial objectives
  • A track record of achieving aggressive business and operational goals within a matrix environment
  • Strong organizational skills
  • The ability to create an effective strategy
  • The passion to direct, organize, prioritize, and motivate a team around that strategy and vision
  • A demonstrated open, collaborative leadership style
  • Capable of inspiring a team despite the changing opportunities dictated by the client environment, the services industry, and from within
  • Position requires experience with US and international based executives and managers
  • Strong customer references
  • A successful record of managing and enhancing client relationships
  • As with all BPO work, strong technical knowledge and computer skills will be advantageous
  • Strong and established network with the target industry
     

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