Senior Account Manager

The Senior Account Manager is a high-impact role responsible for owning and growing SEBPO's most strategic client relationships. As part of the Account Management team, this role plays a critical part in driving revenue growth, increasing client engagement and retention, and expanding service adoption.The ideal candidate has a strong background in Business Process Outsourcing (BPO) or managed services, with a proven track record of growing and expanding enterprise-level client accounts. They should have experience driving strategic revenue growth, expanding service adoption, and deepening executive-level client relationships at the enterprise level.Essential Duties & ResponsibilitiesRevenue Growth & ExpansionOwn and drive revenue growth for assigned accounts through upselling, cross-selling, and strategic expansion of services.Demonstrated experience driving growth in enterprise-level accounts, ensuring long-term client expansion.Partner closely with Sales, Client Success, Implementations, and Service Delivery to identify new opportunities within existing client accounts.Develop tailored account strategies focused on client needs and future business objectives.Maintain a strong pipeline in Salesforce, tracking opportunities and ensuring a steady path to growth.Client Relationship ManagementAct as the primary executive-level point of contact for assigned accounts, ensuring alignment with client priorities and long-term goals.Develop and maintain trusted relationships with key stakeholders, from operational teams to C-Level executives.Own and drive strategic account plans, proactively identifying ways to enhance value for clients.Conduct regular in-person meetings and client visits to strengthen partnerships and identify new business opportunities.Operational & Strategic OversightLead operational alignment between client expectations and SEBPO's service capabilities, ensuring high-quality delivery and KPI achievement.Work cross-functionally with Service Delivery, Client Success, and Implementations to ensure seamless execution and process improvement.Act as an escalation point for complex client challenges, working with leadership to ensure rapid issue resolution and risk mitigation.Identify gaps in service delivery, working with SEBPO leadership to implement scalable solutions.Client Retention & Performance ManagementMaintain high client satisfaction and retention rates by ensuring SEBPO services consistently deliver value.Use data-driven insights to measure performance against client KPIs, proactively addressing service deficiencies.Partner with internal teams to optimize processes, streamline workflows, and increase efficiency for clients.Assist in budgeting, forecasting, and financial planning for assigned accounts.Market & Industry EngagementStay ahead of BPO industry trends, identifying new opportunities to support client needs.Represent SEBPO at industry events, conferences, and key client meetings.Monitor competitor activities and provide strategic recommendations to leadership.Qualifications & Requirements5+ years of experience in a BPO, outsourcing, managed services, or client engagement/account management role with a proven track record of growing and expanding enterprise-level client accounts.Demonstrated ability to drive strategic revenue growth, expand service adoption, and deepen executive-level client relationships at the enterprise level.Ability to interface with C-Level and VP-Level stakeholders, driving high-value conversations.Proven ability to create and execute strategic account plans, delivering measurable revenue growth.Strong problem-solving and decision-making skills, with a proactive and solutions-oriented mindset.Excellent communication and presentation skills, with the ability to convey complex ideas to diverse audiences.Experience with Salesforce, MS Office, and Google Workspace.Bachelor's degree in business, operations, or a related field (or equivalent work experience).Why SEBPO?Aggressive growth goals with significant opportunities for career advancement.Work with industry-leading clients and a fast-paced, high-impact team.A collaborative, innovative culture focused on client success and continuous improvement.Opportunity to shape the future of SEBPO's client partnerships and drive transformative change in the BPO industry.

Created: 2025-02-19