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Account Manager

Req ID#:  338828

Pasig, PH, 1800 Riga, LV, 1000 Perigny, FR, 17180 Tarlac City, PH, 2301 Exeter, GB, EX1 1ST Mandaluyong City, PH, 1550 Getafe, ES, 28906 Pasig City, PH, 2605 IN Dusseldorf, DE, 40476 PT Baguio City, PH, 2600 PAU, FR, 64000 Nashville, TN, US, 37203 Las Vegas, NV, US, 89119 Dessau, DE, 6844 AU CO Pasig City, PH, 1600 Varsity Lakes, QLD, AU, 4227 ES Asheville, NC, US, 28803 Las Cruces, NM, US, 88011 Cali, CO MA Tarlac City, PH, 2301 Fes&#160, MA, 30000 MA Managua, NI BG DE PA PL Krefeld, DE, 47807 PT Nisava, RS, 18000 NL São Paulo, BR, 03164-200 Managua, NI Amarillo, TX, US, 79110 MA Dessau, DE, 6844 AU Hyderabad, IN, 500081 FR FR Miami, FL, US, 33131 MX SAINT ETIENNE DU ROUVRAY CEDEX, FR, 76801 Miami, FL, US, 33131 Berlin, DE, 13629 Milano, IT, 20147 Omaha, NE, US, 68134 Burgas, BG, 8000 IN São Paulo, BR, 01144-010 MA Andalusia, AL, US, 36421 MA Baguio City, PH Romainville, FR, 93230 FR MA Coventry, GB, CV12TA Bartlesville, OK, US, 74006 Copenhagen, DK, 2300 US MA Pasig City, PH, 1605 PA PA PA IT IN Warsaw, PL, 02-675 Puerto Princesa, PH Bogotá, CO Augusta, GA, US, 30906 Belgrade, RS, 11070 GB Buffalo, NY, US, 14207 IN Fes , MA, 30000 Bogota, CO Quezon City, PH, 1110 Saint John, New Brunswick, CA, E2J 1M5 WASQUEHAL, FR, 59290 Hamilton, AL, US, 35570 Oak Ridge, TN, US, 37830 GB FR FR Newcastle upon Tyne, GB, NE12 8EW GB Magdeburg, DE, 39112 Onehunga, NZ, 1061 SN Tarlac City, PH, 2301 BG BR Varna, BG, 9009 GB Barcelona, ES, 8940 Baguio City, PH, 2600 Puerto Princesa City, PH, 5300 Polska, PL, 66-400 Pasig City, PH, 1605 US Fes , MA, 30000 Norman, OK, US, 73071 Pasig, PH, 1800 Crows Nest, NSW, AU, 2065 Albuquerque, NM, US, 87109 MA FR Glasgow, KY, US, 42141 Knoxville, TN, US, 37922 GB FR MA CL Milford, DE, US, 19963 PT Rabat, MA, 10000 ES IN St. Catharines, ON, CA, L2R 5L3 IT Exeter, GB, EX1 1ST GB Watford, GB, WD25 7GS Best, NL, 5684 PK IN MA CA MA København N, DK, 2200 Casablanca , MA, 20300 Baguio City, PH, 2600 Pompano Beach, FL, US, 33069 MA, 20000 GB Miami, FL, US, 33131 US IN Tranbjerg J, DK, 8310 Kingston upon Thames, GB, KT2 6LZ Caribou, ME, US, 4736 FR ES BE ST JEAN BONNEFOND, FR, 42650 Gurgaon, IN, 122003 Miami, FL, US, 33131 MA, 10000 PT Bedfordshire, GB, LU4 9TT MA, 10000 Sevilla, ES, 41920 AU EuroCentral, GB, ML1 4WQ MA, 10000 Las Vegas, NV, US, 89119 Pasig City, PH, 1604 MA Angeles City, Pampanga, PH, 2009 US Coventry, GB, CV1 3BH VERVINS, FR, 02140 Baguio City, PH NANCY, FR, 54000 MA Buffalo, NY, US, 14202 PA ROMAINVILLE, FR, 93230 IN B, ES Mumbai, AP, IN, 400072 GB Dakar, SN, 12500 IE Quezon City, PH, 1100 MA GB FR FR FR BR BR, 60110-141 MA Dusseldorf, DE, 40476 Rickmansworth, GB, WD3 9YS Fes , MA, 30000 DE FR Baguio, PH, 2600 Sofia, BG, 1407 DK COURNON D'AUVERGNE, FR, 63800 BR, 24020-082 FR NSW, AU Lisboa, PT, 1990-084 IN Mandaluyong City, PH Maitland, NSW, AU, 2320 Athens, GR, 104 34 NZ MA FR San Angelo, TX, US, 76904 PT RS Dagupan City, PH, 2400 København SV, DK, 2450 FR MA MA, 10000 CA Potsdam, DE, 14471 Rhodes, NSW, AU, 2138 MA, 10000 FR Porto, PT, 4050-344 ES FR AU Quezon City, PH, 1110 Gdańsk, PL IE Fes , MA, 30000 MA, 10000 FR Sevilla, ES, 41011 San Pedro Garza Garcia, MX PT Madrid, ES, 28830 GR GB M, ES, 28045Previ MA, 10000 Fes , MA, 30000 Omaha, NE, US, 68134 Mandaluyong City, PH, 1550 FR Quezon City, PH, 1110 MA Paris, FR, 75009 Paris, FR, 75009 Birmingham, GB, B4 6GA Plymouth, GB Fishers, IN, US, 46037 GB Middlesex, GB, TW6 2GW MA Spartanburg, SC, US, 29303 Sønderborg, DK, 6400 Swansea, GB, SA79BB Dallas, TX, US, 75243 US Pasig City, PH GB MA Cali, CO Lake City, FL, US, 32025 Rabat, MA, 10000 Derriford, GB, PL6 5AA Madrid, ES, 28045 Miami, FL, US, 33131 Wittenberg, DE, 6886 Copenhagen, DK, 1050 AU JUILLAN, FR, 65290 Troyes, FR, 10000 IN US Abidjan #160, CI, 18 BP 323 Baguio City, PH FR NI Potsdam, DE, 14471 PT Berlin, DE, 13629 MA CI NL MA Coventry, GB, CV3 4LF Fes , MA, 30000 Las Rozas, ES, 28230 CA Painted Post, NY, US, 14870 Chennai, AP, IN, 600113 BLOIS CEDEX, FR, 41043 Madrid, ES, 28045 Ocala, FL, US, 34475 Barranquilla, CO IE MA, 20000 Stratford upon Avon, GB, CV37 9HY Krefeld, DE, 47807 PA

Account Manager



The Account Management team acts as the conduit between the client and Sitel, understanding the client strategy, ensuring account strategy and delivery. As the relationship owner and builder, the Account Management team retains, grows and diversifies the account.



The Account Manager is the primary client’s day-to day service delivery point of contact.

Responsibilities include developing strong relationships with the client, connecting with key business stakeholders. They will respond to client queries and ensure implementations are deployed according to the plan.

The Account Manager should ensure aligned Account Strategy and delivery to it across all areas of the business and relationship. They are the subject matter expert for product, policies, operations, quality, training, reporting and IT.

The Account Manager should also understand the customer thoroughly, their strategy, their organization, company culture, pain points and needs, especially the not-so-obvious ones, and proactively offer win solutions to address and exceed the needs of the client.



•             Developing a solid and trusting relationship between Clients and Sitel.

•             Strategic Growth: developing a complete understanding of account needs, and anticipating account changes and improvements.

•             Driving proposal management with clear WIN strategy processes.

•             Communicating with clients to understand their needs and explain product value.

•             Managing communications between clients and internal teams and resolving key client issues and escalations.

•             Collaborating on negotiations and contracts management with the client (MSA, SOW, renewals, amendments)

•             Working with internal teams dedicated to the same client account to ensure the highest quality delivery and all client needs met

•             Planning and presenting reports on account progress, goals, and initiatives to share with internal stakeholders and client.

•             Maintaining updated knowledge of company products and services.

•             Acting as the client's representative to ensure that their demands are met with a focus on improving the customer experience.

•             Managing changes and projects.






•             Minimum 3 years in a client management related role

•             BPO Industry experience

•             Client-facing role experience

•             Vertical experience – industries

•             Operational experience

•             Managing diverse and multi-functional teams remotely

•             Proven ability to manage people and accounts



•             Higher education



•             English (required)

•             Other languages (nice to have)


Tools and Applications

•             CRM (e.g. Salesforce)

•             Document/Contract management (e.g. Spring CM)

•             MS Office (Excel, Word, PowerPoint, Teams)

Account Manager

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