Account Director
il y a 3 semaines
**Date**:27 avr. 2023
**Emplacement**: Paris, FR, 75009
**Entreprise**:Foundever
The Account Director is the owner of a logo, and manages a team of Account Managers.
The Account Director should should ensure that Sitel Group strategy is fully deployed across the account to understand client strategy and priorities and to ensure aligned Account Strategy and delivery to it across all areas of the business and relationship. They are the contract custodian, pricing lead and support the Account Manager product, policies, operations, quality, training, reporting and IT.
The Account Director should understand the customer thoroughly, their strategy, their organization, company culture, their industry vertical, customer journey, pain points and needs, especially the not-so-obvious ones, and proactively offer win-win solutions to address and exceed the needs of the client.
**A propos**:
**Résumé du poste**:
**Principales responsabilités**:
**Compétences/Connaissances**:
**Formation**:
**Expérience**:
**Certifications**:
- Strategic Growth: developing a complete understanding of account needs, and anticipating account changes and improvements. Driving proposal management with a clear WIN strategy.
- Developing a solid and trusting relationship between clients and Sitel.
- Communicating with clients to understand their needs and explain product value.
- Manage delivery to SOW as One Sitel team.
- Planning account strategy (SWOT, RASIC and governance models).
- Managing communications between clients and internal teams and resolving key client issues and escalations.
- Negotiating and managing contracts with the client (MSA, SOW, renewals, amendments)
- Managing budgets, forecasting, reporting and pricing models of clients
- Working on RFP and RFI processes
- 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.
- Developing a complete understanding of account needs, and anticipating account changes and improvements.
Experience
- 5+ years in an Account Management role, minimum 3 years as Account Manager
- 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, including large scale logo growth in scale and diversification
Education
- Higher education
Languages
- French and English (required)
- Other languages (nice to have)
Tools and Applications
- CRM (e.g. Salesforce)
- Document/Contract management (e.g. Spring CM)
- MS Office (Excel, Word, PowerPoint, Teams)
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