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VP, Account Management - Manufacturing (Remote-US)

Req ID#:  268434

US

VP, Account Management - Manufacturing (Remote-US)

Sales/Marketing

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. 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.   

Summary

 

As a vertical lead over Manufacturing, you will build and lead a small cross-functional effort internally including Business Development, Sitel Group’s EXP+ (end to end Cx platform) Solution and Product teams and Operations.  To be successful in this role you will have a “doer” mentality and demonstrate integrity, thought leadership, and an entrepreneur  work ethic.

Responsibilities

 

In addition to the people management and achieving the portfolio’s financial targets you will be responsible for.

 

  • Reviewing everything the vertical is currently doing domestically and globally to support Clients/ Customers. 
  • Identify within your vertical where we excel as a company, how we stack up against our competition, and where we may need to further refine, develop or invest in capabilities supporting your ambition of market leadership in your respective category.  
  • Create a solutions and capabilities roadmap for your vertical to include, but not limited to:  specialization within the contact center, EXP+ products and solutions specific to solve industry-wide problems, and solutions relevant to trends.
  • Partner with Marketing and other functional support areas of the business to identify a vertical-specific integrated marketing communication plan.  This will include content creation, development, and moving forward into the market via channels mutually defined by vertical lead and marketing.
  • Cultivate a culture of thought leadership, manage and develop your team of Account Managers and Directors remotely.
  • Oversee management of existing accounts by ensuring you and your team develops a solid and trusting partnership within each account; while expanding and securing share of wallet and new business opportunities.
  • Meet with assigned clients and prospects with appropriate regularity to assess business needs, manage complex customer transactions, and resolve customer concerns.  Be available on short notice to field escalations.

Responsibilities (continued)

  • Oversee your team’s creation, maintenance and execution of 3 year actionable strategic account plans inclusive of diversified growth, SWOT analysis and strategic roadmap.
  • Negotiate complex commercial agreements with clients beneficial to both the client and meeting company needs. 
  • Provide ongoing market intelligence, thought leadership & communicate your expert insights to client stakeholders to strengthen and expand business.
  • Overseeing account budgets, forecasting, reporting and commercial models.
  • Utilizing Salesforce and other support systems pertaining to the specific needs of the customer and Sitel.
  • Network and participate in industry events to evangelize the Sitel market value proposition.

Experience

 

  • 8 or more years’ experience in an Account Management client-facing role with experience in account growth and creating strategies that exceed the business goals of our clients
  • 5+ years’ experience managing a team, with P&L or budget responsibility
  • Experience in the BPO industry preferred
  • Experience in end-to-end customer experience (CX) services
  • Experience in pro-actively identifying opportunities to cross-/up-selling into accounts
  • Experience in pricing, contract negotiations and proactive thoughtful proposals
  • Designing proactive proposals outside of RFP process

Skills/Knowledge/Abilities

 

  • Ability to strategize and develop best in-class practices to effectively create, communicate and deliver customized solutions specific to your vertical, and those which address your customer’s pain points and help drive incremental sales growth.
  • Proven ability to manage diverse teams of people and complex, large scale accounts.
  • Ability to positively influence current clients, prospects, and internal stakeholders.
  • Knowledgeable in designing and preparing long and short-term strategic plans to achieve assigned goals.
  • Demonstrated ability to quickly identify and resolve problems, or develop alternative solutions.
  • Ability to create, articulate and execute your strategy to achieve revenue targets.
  • Excellent strategic, sales and negotiation skills.
  • Effective priority and time management skills.
  • Excellent verbal, written and presentation communications skills.

Education

 

Bachelor’s degree.  MBA preferred.

VP, Account Management - Manufacturing (Remote-US)


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