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Director, Account Management

Req ID#:  153871


Director, Account Management




Sitel is looking for Directors of Account Management, with experience in BPO- Business Process Outsourcing.  Would prefer expertise in  the  Healthcare and Property and Casualty Insurance or  Financial Services verticals, but would consider any verticalThis role can work virtually within the United States, but must be open to travel. 


You will be joining our Account Management team. Within our team, you’ll join an energized and positive organization dedicated to rolling up their sleeves to deliver value-added services for our clients. The primary focus of the Director, Account Management is to work with prestigious brands to identify and close a consistent flow of opportunities that generate year-over-year value creation. Utilization of business development skills is a key to success for this leadership role.


The assigned clients typically are mid-tier, modestly complex and generate substantial portions of Sitel revenue. Contract services are fulfilled from multiple delivery sites from one region or across multiple global regions. This leader will be responsible for developing executive level relationships while growing portfolio of clients in the insurance and health vertical.  


About Sitel Group


We are Sitel. Our 90,000 people across the globe connect many of the world’s best-known brands with their customers – 3.5 million times every day. As a global leader in customer experience (CX) management, we deliver experiences through voice, chat, social media and for 400+ clients, from Fortune 500 companies to startups.

Guided by our values, we encourage our people to Be Bold, Work Together, Build Trust and Wow Customers. Within the customer experience management industry, we believe innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our clients achieve their goals. Together, we are redefining the way brands connect with their customers – one experience at a time.





  • Manage existing business accounts as well as identify and secure new business opportunities from within assigned vertical. 
  • Meet face to face with assigned clients and prospects daily/weekly to assess business needs, manage complex customer transactions, and resolve customer concerns.
  • Create, maintain and execute on 1-3 year plan aligned and actionable with small tent of stakeholders inclusive of diversified growth, SWOT and strategic roadmap.
  • Prepare complete, accurate, and timely paperwork to ensure efficient processing of customer transactions. 
  • Utilize Salesforce.com and other support systems pertaining to the specific needs for the customer and Sitel, such as; customer pricing, customer profiles, customer updates and account call and cycle records. 
  • Negotiate commercials inclusive of complex pricing agreements with clients based on company business needs. 
  • Meet sales objectives and goals on a monthly basis.


Experience Target:


  • 5 or more years’ experience in the BPO (Business Process Outsourcing) sector with knowledge in the account management, account growth, and sales and experience creating strategies that exceed the business goals of our clients. 




Bachelor’s degree strongly preferred, will consider equivalent combination of education and experience for the right candidate



  • Trusted advisor with ability to manage client expectations throughout the duration of client engagement
  • Strategize and develop best in-class practices to effectively create, communicate and deliver customized sales opportunities that address the client’s compelling events and help drive incremental sales growth. Retain existing clients by ensuring high satisfaction and quality
  • Communicate, present and influence with current clients, prospects and within Sitel
  • Collaborate cross-functionally and work closely with leaders from internal teams.
  • Pro-actively identifies opportunities to cross-/up-sell into accounts
  • Collaborate with VP of Account Management on account planning and selling efforts
  • Collaborate with Product and Solutions to identify selling opportunities
  • Experience in pricing and contract negotiations
  • Create, maintain and execute on vertical strategic plan
  • Build a sales pipeline and execute on it
  • Manage multiple projects simultaneously and appropriately prioritize to meet business deadlines
  • Excellent interpersonal and collaborative skills including strong verbal and written communications skills, presentation skills and facilitation skills
  • Create solid networking strategy and work the plan
  • Self-motivated individual capable of quickly adapting to change and shifting focus towards new goals
  • PC literate with the ability to use a variety of software packages including Word, Excel, Access, PowerPoint and Outlook.  Previous experience with contact management applications such as Salesforce, Siebel, ACT or Goldmine helpful


Knowledge /Abilities:


  • Understand landscapes and trends; aware of competition and client strategic alignment, and demonstrate ability to anticipate and react to evolving market conditions in order to maximize opportunities and manage risks
  • Provide ongoing market intelligence & develop and communicate strategies to stakeholders
  • Prepares long and short term strategic plans to achieve assigned goals
  • History with P&L management and optimizing financial outcomes
  • Track record of successfully developing and presenting compelling written/oral proposals for the formal presentation of products, solutions and services to clients that parallel our value proposition
  • Designing proactive proposals outside of RFP process. 
  • Demonstrated ability to identify and resolve problems and develop alternative solutions
  • Demonstrated ability to research, uncover, manage, and resolve obstacles that hinder delivery of positive business solutions
  • Design and implement solid networking strategy
  • Demonstrated ability to manage time in an efficient manner
  • Develops tactical plans and manages daily operation of a large organizational dept. or high impact program
  • Problem-solver with demonstrated advanced knowledge of field 
  • Strong self-awareness and commitment to professional self-development


Director, Account Management

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