Director, Account Management - Retail

Foundever® • Remote (Any, US) • 2d ago

About the Team

The Account Management unit plays a pivotal role in maintaining and enhancing the relationships between the organization and its clients. This unit is responsible for effectively managing client accounts, understanding their needs, and ensuring the delivery of optimal services. The goal of Account Management is to drive client satisfaction, retention, and growth, ultimately contributing to the organization’s overall success.

The Account Management Department 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.

Job Summary

The Director, Account Management is the owner of a logo or client vertical, and may lead a team of Account Managers. The Account Management Director should ensure that Foundever Group strategy is fully deployed across the account to understand client strategy and priorities and to ensure alignment and delivery across all areas of the business and relationship. The Director, Account Management is the contract custodian, pricing lead and supports the 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. Focus is on nurturing and growing existing client relationships, emphasizing client retention, satisfaction, and revenue growth through ongoing account management.

Job Responsibilities

Strategic Growth: developing a complete understanding of account needs, and anticipating account changes and improvements. Driving proposal management with a clear WIN strategy
Responsible for exploring and identifying opportunities for new and diverse offerings and service expansion to grow account revenue and margin
Collaborate with sales and marketing teams to support strategic new business initiatives
Developing a solid and trusting relationship between clients and Foundever
Develop and implement strategic account plans focused on enhancing client satisfaction and driving business growth
Manage a diverse portfolio of client accounts, ensuring alignment between client objectives and service delivery standards
Communicating with clients to understand their needs and explain product value
Build and maintain a robust network of industry relationships
Lead, mentor, and develop an assigned team of account managers, fostering a culture of high performance, innovation, accountability, and continuous improvement
Conduct regular performance evaluations, providing constructive feedback and identifying training and development needs for team members
Drive talent development and succession planning initiatives to strengthen team capabilities
Manage delivery to SOW as One Foundever team
Ensure compliance with Service Level Agreements (SLAs) and performance standards across all accounts
Plan account strategy (SWOT, RASIC and governance models)
Manage communications between clients and internal teams and resolving key client issues and escalations
Collaborate cross-functionally to create innovative solutions tailored to complex client needs
Negotiate and manage contracts with the client (MSA, SOW, renewals, amendments)
Work closely with finance and operations to develop accurate forecasts and resource allocations
Manage budgets, forecasting, reporting and pricing models of clients
Work on RFP and RFI processes and generating new opportunities for business diversity
Work with internal teams dedicated to the same client account to ensure the highest quality delivery and all client needs met
Plan and present reports on account progress, goals, and initiatives to share with internal stakeholders and clients (review performance metrics, address client concerns, and identify new growth areas)
Maintain updated knowledge of company products and services
Act as the client's representative to ensure that their demands are met with a focus on improving the customer experience
Develop a complete understanding of account needs, and anticipating account changes and improvements
Manage changes and projects
Drive operational excellence by optimizing processes to improve efficiency and profitability
Drive continuous improvement initiatives to enhance efficiency and customer experience

Skills and Qualifications

Experience successfully managing long-term sales cycles which require precise management of projects across multiple organizations, both internally and externally
Strong knowledge of outsourced solutions and services sales; knowledge of contact center solutions
Experience in leading a team of professional employees
Experience successfully managing long-term sales cycle
Minimum of seven years working in outsourcing operations, sales and or consulting
Proven track record in managing large, complex client accounts and generating significant growth
BA/BS in Business, Marketing, or related field; or equivalent work-related experience
High level of strategic thinking with the ability to execute tactically
Ability to establish and maintain trust by displaying honesty, integrity and ethical conduct
Strategic Vision and Account leadership: Ability to develop and articulate a clear strategic vision for the Account Management function that aligns with overall business goals
Client Relationship Management and Intimacy: Expertise in building and maintaining strong, long-lasting relationships with key clients and stakeholders
Leadership and Team Development: Lead, Inspire and develop high performing teams
Consultative Sales Approach
Cross Functional Collaboration
Performance Management and Accountability
Financial Acumen
Change Management
Customer-Centric Mindset
Up-to-date knowledge of industry trends, competitive landscape, and best practices in account management
Demonstrated results in designing and implementing Creative Solutions
Agility and Resiliency
Positive solution orientated mindset
Attention to detail and, when necessary, strong financial acumen
Demonstrated ability to identify client business problems, assess risks and profitability, drive the development of strong mutually beneficial account plans and define the appropriate internal resources (technical assistance, project management, alternate sales channel support)
Emotional Intelligence – ability to read the room and understand when to explore additional opportunities for revenue and offering enhancements
Demonstrated Expertise and Positive Results in Negotiations
Skilled in the Art of Negotiation
Ability to engage and negotiate effectively with internal and external partners
Ability to adjust quickly to shifting priorities and rapid changes
Willing and able to roll up your sleeves
Skill in identifying long-term growth opportunities and innovative strategies to enhance client relationships
Strong analytical skills to assess client data, market trends, and performance metrics to inform strategic decisions
Exceptional verbal and written communication skills to articulate the value proposition to clients and convey critical information across the organization
Strong interpersonal skills to build rapport and influence stakeholders at all levels
Ability to travel worldwide

About Us

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 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.