Job Title:

Sr. Director, Account Management EMEA

Job Description

Company Overview: Concentrix is a global leader in customer experience solutions and technology, improving business performance for some of the world's best brands, including over 95 Global Fortune 500 clients and over 2000 clients worldwide.  Our vision is to be the greatest customer engagement services company in the world, rich in diversity and talent - powered by creativity and technology.

Job Profile: Director, Account Executive

Overview:

The Senior Account Director plays a key role with the Go-to-Market organization managing specific accounts on a day-to-day basis and is responsible for developing, nurturing and retaining client relationships.

Essential Functions/Key Responsibilities:

Sector Knowledge and Expertise:

- Demonstrates a clear understanding of client’s business, its objectives, strategy and industry where they operate. Supports the Portfolio Leader in the development of portfolio/sector strategy.

- Demonstrates a strong knowledge of BPO and Technical Services associated with their allocated accounts and industry sector.

- Leverages expertise and communication skills to speak at forums both internally and externally.

Account Management and Business Growth:

- Builds and maintains strong, long-term relationships with assigned clients. These relationships should reflect coverage of the client’s comprehensive buyer personas, including but not limited to the CIO, CMO, CTO and CXO ensuring a partnership charter with their team. 

- Develops sustainable and profitable strategic account plan that addresses whitespace planning, cross-selling and up-selling opportunities and incorporates the full extent of Concentrix services. Ensures Financial KPIs (revenue, new business signings, gross margin) are met, maximizes the share of TAM (total addressable market) within client(s).

- Ensures clients fully benefit from Concentrix Technology offer (internal and Technology Partnerships). Aligns Concentrix Technology solutions with client’s business opportunities and strategy. 

- Installs collaboratively the necessary account governance with the client and manages this governance framework in accordance with the account needs and contractual obligations.

- Demonstrates the gravitas and maturity to engage and hold the attention of the C-Level within the account.

- Proactive Risk Management: mitigating financial, competitive, and technological threats.

- Achieves exceptional client satisfaction including fulfilling all contractual obligations while providing robust, tailored solutions to effectively address and exceed client expectations. Works closely with Client Success, Practices, Catalyst, etc. to ensure consistent, high quality service delivery. Drives development and monitoring of improvement plans if required.

- Acts as the first point of escalation for clients, addressing inquiries, resolving issues, and providing regular updates, escalating to Portfolio Leaders when necessary.

- Analyzes market trends and client data to identify growth opportunities and makes informed recommendations to the client.

- Assists Portfolio Leaders and Sector Leads in developing and executing Portfolio and Sector growth strategies and meeting business objectives.

Collaboration and Coordination:
 

- Works closely with Portfolio Leaders, Sector Leads, and other internal teams to align account activities with overall business goals.

- Leverages internal resources and expertise to deliver high-value and profitable solutions to clients.

- Collaborates with the broader account team by sharing insights, best practices, and assisting with account-related tasks.

Reporting and Analytics:
 

- Monitors and reports on account performance, tracking key metrics, and reports on progress to Portfolio Leaders.

- Gathers and shares client feedback and insights with internal teams to inform strategy and improve service offerings.

- Prepares and delivers regular reports and updates to clients on account performance and metrics.

Professional Development:
 

- Stays updated on industry trends, emerging technologies, and best practices in account management.

- Participates in training and development programs to enhance skills and knowledge.

- Actively seeks opportunities for professional growth and career advancement within the organization.

CONCENTRIX ACCOUNT MANAGEMENT COMPETENCIES:

PROACTIVE RELATIONSHIP MANAGEMENT AND DEVELOPMENT

• facilitates senior executive relationships between Client and CNX
• uncovers challenges and opportunities within Client’s business to develop a forward-looking strategic account business plan and propose solutions
• proactively expands the relations outside of usual buying towers

COMMERCIAL ACUMEN & NEGOTIATION SKILLS

• proactively develops Multi-Service proposals that include CNX or Partner Technology products
• demonstrates a consultative selling approach to uncover Client’s challenges and propose solutions
• negotiates a contract

ACCOUNT FINANCIALS & ANALYTICAL ACUMEN

• understands Account / Client financials and the levers to drive profitability and revenue attainment/improvement
• accurately forecasts (both with Clients and internally)
• optimizes revenue (price negotiation, contractual clauses, etc)

LEADERSHIP & COLLABORATION

• leads a multi-functional team to build the best possible solution
• collaborates efficiently in a highly international and diverse environment internally and externally and builds meaningful connections

SECTOR & INDUSTRY EXPERTISE

• efficiently accumulates and develops sector knowledge
• knowledge on the industry trends and ability to see the ‘next big thing’

TECHNOLOGICAL ACUMEN & DIGITAL LITERACY

• knowledge of the recent technologies and ability to implement them for the Client needs
• knowledge of the competitors’ and partners’ technology offers
• ability to present Technology driven proposals to the Client

Qualifications:
 

- Bachelor’s degree in business administration, Marketing, or a related field with 8+ years of experience.

- Proven experience in account management or client relationship management roles, preferably within the BPO or Technology services industry.

- Experience managing teams.
- Strong communication and interpersonal skills with the ability to build and maintain client relationships.
- Excellent problem-solving and conflict-resolution abilities.

- Ability to analyze data and use insights to inform account strategies.

- Proficiency in using CRM systems (e.g., Salesforce) and other relevant tools.

- Strong organizational and time management skills.
- Ability to work collaboratively within a team environment.

* A “Portfolio” is Concentrix terminology defining a sub-group of accounts within a particular sector

Location:

UK, Work at Home, GB

Language Requirements:

Time Type:

Full time

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