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Director, Client Account Management

Req ID#:  86780


Director, Client Account Management


About Sitel


Sitel is a leading global outsourcing provider of customer experience management. We collaborate with some of the best-known global brands to harness the industry’s digital transformation and help consistently deliver outstanding customer experiences. With more than 30 years of industry-leading experience, our 75,000 passionate and talented associates support more than 400 clients in 48 languages from 150 offices strategically located in 24 countries.


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.


Job Description

Sitel is seeking a Director, Account Management responsible for managing the overall health of client relationships, growth of stakeholder relationships within the clients, and leveraging new and current stakeholder relationships to drive growth within a portfolio of life and health service clients. The Account Manager will develop value propositions meeting client requirements, present them in a consultative fashion, and lead the execution of resulting new sales pursuits.


Duties and Responsibilities

The Account Manager will be responsible for solidifying relationships and maintaining the health of current accounts in addition to pursuit of sales within new and existing life and health client account(s). This role will encompass:


  • Reporting to the Vertical Leader, manages a single or multiple clients’ accounts with responsibility to meet revenue, new business, and Net Promoter Scores (NPS).
  • Manages delivery (internal/external) teams and related revenue, indirectly thru a matrix organization, acting as a liaison between client and cross-functional internal teams.
  • Responsible and accountable for new business, driving growth opportunities across entire portfolio/segment through cross selling of new services, using consultative selling expertise.
  • Provides industry and company knowledge within the life and health services business (vertical).
  • Partnering with sales executives and solutions leaders to develop new value propositions in digital processing, payments, compliance and next generation customer care.
  • Develop and support value propositions for focus areas and ensure alignment with Sitel and business unit strategy.
  • Responsible for client satisfaction that is measured by Net Promoter Scores (NPS) supplied by client stakeholders for whom various Sitel services are delivered.
  • Escalation point for client issues or concerns that may surface day to day
  • Actively visits Sitel and Client locations to build and strengthen relationships
  • Recommending and initiating enhancements to the sales and marketing operations. Establish sales goals, analyze growth and provide accurate, complete and timely submission of required progress reports, forecasts, quotations, budgets and rates.
  • Developing a detailed knowledge of Sitel services, solutions and offerings certainly within the Insurance industry, but also a basic understanding of Sitel specialty BPO solutions and will help guide the client in major application and business decisions.
  • Supporting the development of marketing plans that will appeal to a variety of clients on a global basis in order to support sales and profit objectives.
  • Maintains effective relationships with internal and external constituents including consultants.
  • All other duties as assigned.


Position Requirements

  • Consultative account manager and seller who develops deep relationships and adds value to the client's business over the long term.
  • 5 or more years of proven experience with large scale of life and health clients as well as sales & account management.
  • Demonstrates advanced knowledge of BPO Solution Selling, relationship, & account management processes.
  • This is a high-profile position that calls for strong leadership experience, pursuit, self-motivation, and excellent presentation skills.
  • Team player who can partner with delivery organizations for added value.
  • Aggressive seller who able to forge relationships with CEO's and other C-suite executives as well as key line of business contacts.
  • Experience in new logo business development and sales.
  • Bachelor's degree in related field or equivalent work experience.
  • Skilled in account strategy, account planning, relationship strategy.
  • Possesses deep industry expertise in life and health operations.
  • Experience working closely with service delivery counterparts.
  • Proven track record of significantly growing existing accounts.
  • Proven track record of attaining and exceeding quotas.
  • Ability to dig deep into account to uncover new opportunities.
  • Possess excellent oral and written communications, including the ability to effectively present information to top management and executives (internally and externally) as required.               


Travel Required

To be successful, at least 50% of the time.

Interested candidates should send a resume and cover letter to jessica.alack@sitel.com



Director, Client Account Management

Job Segment: Account Manager, Manager, Business Development, Marketing Manager, BPO, Sales, Management, Marketing, Operations

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