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Manager, Account Management

Req ID#:  360113


Manager, Account Management


Learn, Lead & Grow at Sitel Group®


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

With 160,000 people around the globe – working from home or one of our CX hubs – we securely connect best-loved brands with their customer’s 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.  

Job Summary


Sitel is looking for a Manager of Account Management that has experience in Business Process Outsourcing. 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. 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 their portfolio.  The ideal candidate will have experience in the BPO space working across verticals. 

You Will


  • Manage existing business accounts as well as identify and secure new business opportunities from within assigned vertical. 
  • Meet with assigned clients and prospects daily/weekly to assess business needs, strengthen relationships and ensure growth within the account.
  • 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 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.
  • Engage and coordinate with Sitel functional departments to drive actions that ensure program success. Working with operations to ensure team is meeting contractual expectations, and partnering to deliver data-driven value add beyond the contract.


  • 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.
  • Meet financial objectives and goals on a monthly basis.
  • 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.
  • Design and implement solid networking strategy
  • Develops tactical plans and manages daily operation of a large organizational dept. or high impact program
  • Create, maintain and execute on vertical strategic plan.
  • Build a sales pipeline and execute on it.

You Have


  • Bachelor's Degree or related field or equivalent work experience required.
  • 2 or more years’ experience in the BPO (Business Process Outsourcing) sector with knowledge in the account management, account growth, operations, and sales and experience creating strategies that exceed the business goals of our clients. 
  • Trusted advisor with ability to manage client expectations throughout the duration of client engagement.
  • Experience in pricing and contract negotiations.
  • Demonstrated ability to research, uncover, manage, and resolve obstacles that hinder delivery of positive business solutions
  • Demonstrated ability to manage time in an efficient manner
  • Problem-solver with demonstrated advanced knowledge of field 
  • Strong self-awareness and commitment to professional self-development
  • 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.
  • Demonstrated ability to identify and resolve problems and develop alternative solutions

Our Perks


Competitive salaries, benefits, 401K contribution matching and paid time off.

Onsite and remote work at home available (depending on the market).

Fun and engaging company-wide initiatives, including our SitelFit wellness program.

Growth opportunities through various development programs.

Employee discounts.

Casual dress code.

Excellent work culture.

Join the #SitelLife


GAIN STABILITY, EXPAND POSSIBILITIES. We celebrate successes and reward our people for their hard work every day. We offer benefits to keep you healthy and happy, such as paid time off. Plus, fun perks like employee discounts.  


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 professionally and personally. You choose where you want to go; we help you get there.  


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.  


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.  


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®.  

Manager, Account Management

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

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