Senior Manager, Account Management (Remote, Any Location, United States of Ameri

About Us

™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Job Summary

The Account Manager is responsible for the day-to-day management and growth of one or more client accounts under the guidance of an Account Director. The role focuses on client satisfaction, contract execution, delivery alignment, and identifying incremental growth opportunities. The Account Manager works closely with Operations, Finance, Sales, Marketing, and Product teams to ensure services are delivered in line with contractual commitments, SLAs, and client expectations. The role requires strong relationship management skills, commercial awareness, and the ability to coordinate internal teams to resolve issues and support account growth. The focus of this role is on retaining and expanding existing accounts through effective execution, proactive client engagement, and disciplined account management.

Primary Job Responsibilities

Account & Client Management

• Act as the primary day-to-day contact for assigned client accounts

• Build and maintain strong, trust-based relationships with client stakeholders

• Understand client objectives, operating model, and priorities

• Communicate ’s value proposition clearly and consistently

Account Growth & Commercial Support

• Identify opportunities for incremental revenue, upsell, and cross-sell
• Support proposal development, pricing inputs, and business case preparation
• Assist in contract management (MSA, SOWs, renewals, amendments)
• Support RFP and RFI processes as required

Delivery & Operational Alignment

• Work closely with Operations to ensure delivery to SOW and SLA commitments
• Monitor performance metrics and proactively flag risks or issues
• Coordinate issue resolution and manage escalations in collaboration with leadership
• Support change management initiatives and project execution

Planning, Governance & Reporting

• Support account planning activities (SWOT, action plans, governance cadence)
• Contribute to forecasting, reporting, and budget tracking
• Prepare and present account updates and performance reviews to clients and internal stakeholders

Cross-Functional Collaboration

• Collaborate with Sales, Marketing, Finance, IT, Quality, and Training teams
• Ensure client needs are clearly communicated internally and addressed effectively
• Support account-based marketing and go-to-market initiatives

Compliance & Ethics

• Ensure compliance with policies, contractual obligations, and regulatoryrequirements
• Protect confidential and proprietary information

Adhere to the Company Code of Conduct and Information Security policies

Qualifications

• Bachelor's degree in Business, Marketing, or related field; or equivalent work-related experience
• Strong knowledge of outsourced solutions and services sales; knowledge of contact center solutions
• Minimum of five years of client service/account management experience, consulting, outsourcing, or related roles; preferably in BPO/contact center environment.
• Exposure to outsourced services, CX, or contact center solutions preferred
• Experience supporting long sales cycles and contract-based relationships
• Proven ability to effectively manage multiple client accounts and consistently meet or exceed service goals
• Client relationship management (including strategic growth and account planning)
• Commercial acumen and financial awareness
• Strong execution and follow-through
• Cross-functional collaboration
• Problem-solving, decision making and issue management
• Customer-centric mindset
• Change adaptability
• Service Delivery and Operational Excellence
• Financial Acumen & Contract Management

Pre-Employment Requirements

Pre-employment Requirements

Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.

EEO Statement

is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination

Pre-employment Requirements

EEO Statement

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