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Manager, Account Management (Remote-US)

Req ID#:  219122


Manager, Account Management (Remote-US)



Sitel is looking for a Manager of Account Management- (Remote-US) that comes from BPO operations side and wants to grow into Account Management.  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 Manager 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.

The assigned clients are 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.





  • Manage existing business accounts operationally 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, strengthen relationships.
  • 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 contracts inclusive of complex pricing agreements with clients based on company business needs. 
  • Meet financial objectives and goals on a monthly basis.




  • Work with operations to ensure the team is meeting contractual expectations, and partner to deliver data-driven value add beyond the contract.
  • Be a trusted advisor, managing 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.
  • Communicate, present and influence with current clients, prospects, and within Sitel.
  • Collaborate cross-functionally and work closely with leaders from internal teams.
  • Proactively identify opportunities to cross-/up-sell into accounts
  • Collaborate with the Director of Account Management on account planning and selling efforts.
  • Collaborate with Product and Solutions to identify selling opportunities.
  • Collaborate to build and develop the 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 a solid networking strategy and work the plan.
  • A 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 is helpful



Knowledge /Abilities:


  • Understand landscapes and trends.
  • Be 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 and develop and communicate strategies to stakeholders.
  • Prepare 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.
  • Design 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 a solid networking strategy.
  • Demonstrated ability to manage time in an efficient manner.
  • Develop tactical plans and manage daily operation of a large organizational department or high impact program.
  • Problem-solver with demonstrated advanced knowledge of field.
  • Strong self-awareness and commitment to professional self-development.





Experience Target:


  • 2 or more years’ experience in the BPO (Business Process Outsourcing) sector with knowledge in BPO operations and client facing.
  • Previous experience in account management and sales is a plus.





  • Bachelor’s degree, or we will consider equivalent combination of education and experience for the right candidate




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.


About Sitel Group®


As a global leader in end-to-end customer experience (CX) products and solutions, Sitel Group® partners with the world’s best-loved brands, from Fortune 500 companies to local startups, to design, build and deliver a competitive edge across all customer touchpoints. With our award-winning culture built on 35+ years of industry-leading experience and commitment to improving the employee experience, we improve business results by pairing innovative design thinking and digital solutions – including self-service, artificial intelligence (AI), automation, and data-driven analytics – with the expertise, emotion, and empathy of our people to Create Connection. Value Conversation.


To learn more, visit www.sitel.com or join the conversation on TwitterFacebook, and LinkedIn.


Manager, Account Management (Remote-US)

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