• Job Description

  Req#: 407018

  About Foundever®

  Foundever® is the next-generation services leader reinventing customer experience (CX). Built on diverse and proven industry experience, we proudly combine the latest in digital operations with a 150,000-strong, people-led workforce across +45 countries.

  Each year we enable 3.3 billion conversations in +60 languages for more than 800 world-leading brands, helping them keep their brand promises in every moment that matters. And every day our AI-powered solutions integrate deep human insight to deliver technology-enabled, people-led and insight-driven outcomes at scale. We are building new ways to simplify the complexity of change, accelerate digital transformation and create measurable brand and business momentum for our clients.

  How’s it going so far? Here’s what others have to say about the work we’re doing: check out our award-winning results.

  And, we’re having fun while we do it – learn more about our award-winning culture.

  Get to know more about us at foundever.com and connect with us on LinkedIn, Facebook and Instagram.

  Or hear directly from our people about what it’s like to wake up and keep brand promises: Foundever stories.

  Job Summary

  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.

  Primary Job Responsibilities

  • 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.

  What you need in order to succeed

  Experience

  • Minimum of 3 years in a client management role.
  • Experience in the BPO industry is essential.
  • Proven track record in client-facing roles.
  • Strong operational experience in managing projects and processes.
  • Demonstrated ability to manage diverse and multi-functional teams remotely.
  • Proven capability to oversee people and accounts effectively.

  Languages

  • Fluent in both French and English.

  Tools and Applications

  • Proficient in CRM systems (e.g., Salesforce).
  • Experienced with Document and Contract Management tools (e.g., Spring CM).
  • Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Teams).

  Long Description

  • Competitive compensation package.
  • Excellent learning and development opportunities (AI, technology, evolving CX landscape).
  • Growth opportunities within an expanding team.
  • Located in Paris
  • Hybrid 2-3 days a week

  #LI-Remote

  #LI-KH1

• 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!

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