• Job Description

  Req#: 407813

  About Us

  Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

  Our Account Management team, acts as the conduit between the client and Foundever™, 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.

  Job Summary

  As the owner of a logo, the Account Director may lead a team of Account Managers to ensure the seamless implementation of Foundever Group's strategy across their account. This position is essential for understanding client strategies and priorities, enabling a cohesive Account Strategy that aligns with our business objectives and enhances relationships.

  Key Responsibilities include:

  • Serve as the contract custodian and pricing lead.
  • Collaborate with Account Managers on products, policies, operations, quality, training, reporting, and IT.
  • Develop a comprehensive understanding of the customer—delving into their strategy, organizational culture, industry verticals, customer journeys, and unique pain points.

  The ideal Account Director will proactively identify both obvious and hidden client needs, providing innovative, win-win solutions that go above and beyond expectations.

  Join us in driving success for our clients and making a meaningful impact!

  Day to Day

  • Strategic Growth. Developing a complete understanding of account needs, and anticipating account changes and improvements. Driving proposal management with a clear WIN strategy.
  • Developing a solid and trusting relationship between clients and Foundever.
  • Communicating with clients to understand their needs and explain product value.
  • Manage delivery to SOW as One Foundever team.
  • Planning account strategy (SWOT, RASIC and governance models).
  • Managing communications between clients and internal teams and resolving key client issues and escalations.
  • Negotiating and managing contracts with the client (MSA, SOW, renewals, amendments)
  • Managing budgets, forecasting, reporting and pricing models of clients
  • Working on RFP and RFI processes
  • 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.
  • Developing a complete understanding of account needs, and anticipating account changes and improvements.

  What you need in order to be successful

  • Experience successfully managing long-term sales cycles which require precise management of projects across multiple organizations, both internally and externally.
  • Strong knowledge of outsourced solutions and services sales; knowledge of contact center solutions
  • Experience in leading a team of professional employees.
  • Experience successfully managing long-term sales cycles
  • Minimum of seven years working in outsourcing operations, sales and or consulting.
  • Proven track record in managing large, complex client accounts and generating significant growth
  • BA/BS in Business, Marketing, or related field; or equivalent work-related experience

  The Environment

  Location Paris
  Hybrid: Frequent travel required within Paris region for onsite Team and Client meetings
  Working Pattern 40 hoursper week. Monday to Friday. Core Business Hours
  Contract Type Permanent

  [ever] creative. [ever] committed. [ever] connected.

• About the company

  At Sitel Group, we redefine the way brands connect with their customers – one experience at a time. With our People First culture, we have a commitment to our associates to allow for tremendous growth across an exciting range or global opportunities, including working from home. In fact, around 93 percent of our non-agent positions are filled by internal talent today. We know our success is due to our diverse, talented and passionate people. Begin your journey today!

Notice