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Senior Director, Account Management

Req ID#:  300991


Senior Director, Account Management


Job Summary


Due to the needs of this role and it being client facing,  you must have experience in Telecommunications and Business Process Outsourcing (BPO)!  


Sitel is looking for a Senior Director, Account Management for the Americas division.  This is a remote role, with travel requirements of 30%+.   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 Senior Director, Account Management is to work with a key strategic to ensure best in class delivery and provide customer success that generate year-over-year value creation. Utilization of relationship  development skills and execution are key to success for this leadership role.


This position will have the responsibility for the health and ongoing success of a global highly complex partnership . This leader will be responsible for developing executive level relationships and ensuring client success while growing the portfolio of clients.



  • Responsible for the overall health of business and customer success.
  • Lead out on development and delivery of value add propositions to enhance the business environment.
  • 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.
  • Build trust and drive deeper and wider client relationship that is measurable and actionable through our client satisfaction.   
  • Negotiate commercials inclusive of complex pricing agreements with clients based on company business needs. 
  • Partner with internal stakeholders to ensure achievement of financial targets and performance.
  • Managing a team to include, but not limited to; building and overseeing the work of a team of individuals.
  • Responsible for ensuring the compliant delivery of contract requirements, by driving accountability in stakeholder teams.
  • Lead strategic meetings with client and Sitel stakeholder teams on quarterly, semi-annually or annual basis.



  • 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
  • Create, maintain and execute on vertical strategic plan
  • 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





  • 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
  • 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



Experience Target


  • 5 or more years’ experience in account management, account growth, and sales with experience creating strategies that exceed the business goals of our clients
  • 3 or more years of management of people
  • Experience in pricing and contract negotiations



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


About Us


Learn, Lead & Grow at Sitel Group® 


We believe experiences are everything, and that happy associates are successful ones. That’s why we give our people the tools and the freedom to learn, grow, have fun and be themselves.

  • GROW AS YOU GO. We invest in you, with internal programs, training, and initiatives to develop your skills and help you reach your goals. We promote from within. We provide you with the tools, skills, and resources to develop, both professionally and personally. You choose where you want to go; we help you get there.   
  • BE BOLD, BE YOU. #SitelLife represents our commitment to our people -to YOU. It's about coming exactly as you are. We empower everyone to live their truth, be themselves and use their voice -and we give them a platform to do so.   
  • WORK TOGETHER TO MAKE AN IMPACT. We strive to make the world a better place and empower others to do the same. We are mission-driven -and we leverage the power of our people to make a positive impact in the communities in which we live and work.
  • GAIN STABILITY, EXPAND POSSIBILITIES. We celebrate successes and reward our people for the hard work they do every day. We offer benefits to keep you healthy and happy, such as paid time off and referral bonuses. Plus, fun perks like employee discounts.
  • MAXIMIZE YOUR EXPERIENCE. We value open, honest, and constructive conversation. We encourage you to speak up -and we listen when you do. Through MAX, our global community, we leverage our people's innovative ideas, experiences, and feedback to shape and drive the future of Sitel Group®. 



As one of the largest global providers of customer experience (CX) products and solutions, Sitel Group® empowers brands to build stronger relationships with their customers by creating meaningful connections that boost brand value. Inspired by each brands’ unique vision and goals, we ask “what if?” applying our expertise to create innovative solutions that reduce customer effort.

With 160,000 people around the globe – working from home or from one of our CX hubs – we securely connect best-loved brands with their customers over 8 million times every day in 50+ languages. Whether digital or voice-based, our solutions deliver a competitive edge across all customer touchpoints. Our award-winning culture is built on 40+ years of industry-leading experience and commitment to improving the employee experience.


EXP+™ from Sitel Group is a flexible solution with complete cloud capability, designed to simplify the delivery of end-to-end CX services, while boosting efficiency, effectiveness and customer satisfaction. EXP+ creates a robust ecosystem by harnessing the power of four connected product families.


Senior Director, Account Management

Job Segment: Account Manager, Manager, Telecom, Telecommunications, Outside Sales, Sales, Management, Technology

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