Learn, Lead & Grow at Sitel Group®

We believe experiences are everything and that happy associates are successful ones. That is why we give our people the tools and the freedom to learn, grow, have fun and be themselves. As one of the largest global providers of customer experience (CX) products and solutions, Sitel Group® empowers brands to build stronger relationships with their customers by creating meaningful connections that boost brand value.

With 160,000 people around the globe - working from home or one of our CX hubs - we securely connect best-loved brands with their customer's over 8 million times every day in 50+ languages. Whether digital or voice-based, our solutions deliver a competitive edge across all customer touchpoints. Our award-winning culture is built on 40+ years of industry-leading experience and commitment to improving the employee experience.

MUST HAVE EXPERIENCE IN BUSINESS PROCESS OUTSOURCING (BPO) and understanding Contact Centers/Call Centers.

You Will

As a Director of Account Management you will specialize in our existing Portfolio Accounts. Within our team, you'll join an energized and positive organization dedicated to rolling up their sleeves to deliver value-added services for our clients.

In this roll you will be responsible for the governance of our traditionally non-account managed accounts, covering a range of small- to large accounts. Contract services are fulfilled from multiple delivery sites from one region or across multiple global regions. This leader will be responsible for developing executive level relationships while growing the portfolio.

• Onboard existing operations managed accounts as well as identify opportunities for further engagement and growth within your assigned portfolio of accounts.
• Develop strong foundational relationship with the operations team, and any other functional areas of the business which have been managing the account.
• From time to time, serve as a trusted advisor by meeting face to face with assigned clients and prospects to close out renewal negotiations, assess business needs, strengthen relationships and ensure Sitel Group is top of mind.
• Manage client expectations throughout the duration of client engagement.
• Pro-actively create schedule of forthcoming contract renewals. Engage operations teams to understand client dynamics, any commercial issues which will require negotiation, and evaluate opportunities for growth.
  

• Collaborate cross-functionally and work closely with leaders from internal teams.
• Proritize your book of business based on growth opportunity and criticality for strategic relationship engagement.
• For key accounts, create, maintain and execute on 1-3 year plan aligned and actionable with key stakeholders inclusive of diversified growth, SWOT and strategic roadmap.
• Negotiate contracts , prepare complete, accurate, and timely documents to ensure efficient execution of customer transactions.
• Utilize Salesforce.com and other support systems pertaining to the specific needs for the customer and Sitel, such as; customer pricing, customer profiles, customer updates and account call and cycle records.
• Meet financial objectives and goals on a monthly basis.
  

You Have

• Bachelor's degree, will consider equivalent combination of education and experience for the right candidate

• 3 or more years' experience in the BPO (Business Process Outsourcing) sector with experience in account management, and value-added selling and experience creating strategies that exceed the business goals of our clients

• Experience in pricing and contract negotiations
• Created, maintained and executed on strategic account plans
• Managed multiple projects simultaneously and appropriately prioritize to meet business deadlines.
• Excellent interpersonal and collaborative skills including strong verbal and written communications skills, presentation skills and facilitation skills
• Capability of quickly adapting to change and shifting focus towards new goals.
• PC literacy with the ability to use a variety of software packages including Word, Excel, Access, PowerPoint and Outlook. Previous experience with contact management applications such as Salesforce, Siebel, ACT or Goldmine helpful

• Understanding of landscapes and trends; aware of competition and client strategic alignment, and demonstrate ability to anticipate and react to evolving market conditions in order to maximize opportunities and manage risks
• History with P&L management and optimizing financial outcomes
  

You Have

• Financial modeling experience
• Track record of successfully developing and presenting compelling written/oral proposals for the formal presentation of products, solutions and services to clients that parallel our value proposition
• Designed proactive proposals outside of RFP process
• Demonstrated ability to identify and resolve problems and develop alternative solutions
• Demonstrated ability to research, uncover, manage, and resolve obstacles that hinder delivery of positive business solutions
• Ability to manage time in an efficient manner
• Problem-solving skills
• Strong self-awareness and commitment to professional self-development

Our Perks

Competitive salaries, benefits, 401K contribution matching and paid time off.

Onsite and remote work at home available (depending on the market).

Fun and engaging company-wide initiatives, including our SitelFit wellness program.

Growth opportunities through various development programs.

Employee discounts.

Casual dress code.

Excellent work culture.

Join the #SitelLife

GAIN STABILITY, EXPAND POSSIBILITIES. We celebrate successes and reward our people for their hard work every day. We offer benefits to keep you healthy and happy, such as paid time off. Plus, fun perks like employee discounts.

GROW AS YOU GO. We invest in you with internal programs, training, and initiatives to develop your skills and help you reach your goals. We promote from within. We provide you with the tools, skills, and resources to develop professionally and personally. You choose where you want to go; we help you get there.

WORK TOGETHER TO MAKE AN IMPACT. We strive to make the world a better place and empower others to do the same. We are mission-driven -and we leverage the power of our people to make a positive impact in the communities in which we live and work.

BE BOLD, BE YOU. #SitelLife represents our commitment to our people - to YOU. It's about coming exactly as you are. We empower everyone to live their truth, be themselves and use their voice -and we give them a platform to do so.

MAXIMIZE YOUR EXPERIENCE. We value open, honest, and constructive conversation. We encourage you to speak up -and we listen when you do. Through MAX, our global community, we leverage our people's innovative ideas, experiences, and feedback to shape and drive the future of Sitel Group®.

Join the #SitelLife

Our talent is our strategic differentiator. By bringing together diverse perspectives through our people and ideas, we foster an environment where people belong, all voices are heard, and everyone is vital and can contribute their best work. Sitel Group® is proud to be an Equal Opportunity workplace.

Director, Account Management - Portfolio Accounts