Entreprise
Sitel Group devient officiellement Foundever™.
Foundever™ est un leader mondial de l'expérience client (CX). Avec 170 000 collaborateurs dans le monde, nous sommes l’équipe derrière les meilleures expériences des 750 plus grandes marques internationales et digitales.
Nos solutions CX innovantes, notre technologie et notre expertise sont conçues pour répondre aux besoins opérationnels de nos clients et leur offrir une expérience sans couture, partout et à tout moment. Prenant en charge 9 millions d’expériences chaque jour dans plus de 60 langues et 45 pays, Foundever combine la force d’une présence mondiale à une approche entrepreneuriale, permettant aux entreprises de toutes tailles et de tous secteurs de transformer leur CX.
Adresse
1100 Bd El Qods, Sidi Maârouf), Casanearshore Park
Poste
ABOUT THE JOB
The Account Management team acts as the conduit between the client and Foundever, understanding the client strategy, ensuring account strategy and delivery. As the relationship owner and builder, the Account Management team retains, grows and diversifies the account.
The Account Manager is the primary client’s day-to day service delivery point of contact. Responsibilities include developing strong relationships with the client, connecting with key business stakeholders. They will respond to client queries and ensure implementations are deployed according to the plan. The Account Manager should ensure aligned Account Strategy and delivery to it across all areas of the business and relationship. They are the subject matter expert for product, policies, operations, quality, training, reporting and IT. The Account Manager should also understand the customer thoroughly, their strategy, their organization, company culture, pain points and needs, especially the not-so-obvious ones, and proactively offer win solutions to address and exceed the needs of the client.
KEY RESPONSIBILITIES
Developing a solid and trusting relationship between Clients and Foundever.
Strategic Growth: developing a complete understanding of account needs, and anticipating account changes and improvements.
Driving proposal management with clear WIN strategy processes.
Communicating with clients to understand their needs and explain product value.
Managing communications between clients and internal teams and resolving key client issues and escalations.
Collaborating on negotiations and contracts management with the client (MSA, SOW, renewals, amendments)
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.
OTHER QUALIFICATIONS
Profile recherché
Minimum 3 years in a client management related role (operations managers experience internal and external candidates)
BPO Industry experience
Client-facing role experience
Operational excellence experience
Managing diverse and multi-functional teams
Proven ability to manage people and accounts
Education
Higher education
Certifications and Licenses
Six Sigma green belt is a plus
Languages
English (B2 minimum required)
Other languages (nice to have)
Tools and Applications
CRM (e.g. Salesforce)
MS Office (Excel, Word, PowerPoint, Teams)
Assessment Process:
