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Director, Account Management

Req ID#:  153994


Director, Account Management



Sitel is looking for a Director of Account Management that must have experience in Business Process Outsourcing to work remotely within the United States with travel requirements of 50%+.   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 of 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. In this role, you will also be responsible for ensuring teams across different Operations are performing towards Client Expectations and leverage this to retain business as well as add value as a SME of Clients’ business which will eventually allow for you to position our portfolio of products/technologies

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 client’s technology realm, including Insurance and Finance companies. 


About Sitel Group

We are Sitel. Our 80,000 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.
  • Working with operations to ensure team is meeting contractual expectations, and partnering to deliver data-driven value add beyond the contract.
  • Negotiate complex pricing agreements with clients based on company business needs. 
  • Meet financial 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.
  • Experience creating strategies that exceed the business goals of our clients.

Experience in pricing and contract negotiations.




  • Bachelor’s degree , 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 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, Product, and Solutions on account planning, identifying and selling opportunities
  • Create, maintain and execute on vertical strategic plan to 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
  • 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
  • Financial modeling
  • 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 research, uncover, manage, and resolve obstacles that hinder delivery of positive business solutions






Director, Account Management

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