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Lead Account Manager
About the Role
We are looking for a highly successful, experienced Senior Account Manager who has a background in the BPO / Contact Centre Outsourcing industry.
This role will lead a set of strategic client accounts and working closely with the operational leaders will ensure quality service and operational performance is delivered in line with contractual requirements. The successful individual will develop client relationships and understanding of client business to identify service needs, plan service delivery and identify future services which may benefit the client, collaborating with sales and support groups to demonstrate value of support offering to the client base and identify opportunities for expanded support business.
The successful individual will be a Contact Centre BPO professional, will have a background in leading complex client relationships across a number of mediums and will have the following responsibilities:
- Supports the client by acting as the voice of the customer and identifying product support and development needs championing the client needs within the operation.
- Leads and ensures retention and maintenance of long-term relationships with clients based on strategic direction of client's business.
- Develops an intrinsic understanding of the client business to identify new product or service needs.
- Leads quality reviews and monitors operational performance to ensure service delivery is within the parameters of the contractual agreement.
- Owns the revenue line of the client and eensures revenue targets for new and existing accounts are met.
This is a superb role for an individual who has an extensive and solid background in Contact Centre Outsourcing and Client management.