Manager Account Management (Paris)

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 150000-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.

Hows it going so far Heres what others have to say about the work were doing: check out our award-winning results.

And were having fun while we do it learn more about our award-winning culture.

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

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

Job Summary

The Account Manager is the primary clients 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 clients 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 yearsin a client management role.
• Experience in the BPO industryis essential.
• Proven track record inclient-facing roles.
• Strongoperational experiencein managing projects and processes.
• Demonstrated ability tomanage diverse and multi-functional teamsremotely.
• Proven capability tooversee people and accountseffectively.

Languages

• Fluent in both French and English.

Tools and Applications

• Proficient inCRM systems(e.g. Salesforce).
• Experienced withDocument and Contract Managementtools (e.g. Spring CM).
• Proficient inMicrosoft 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

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