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Concentrix Associate Director, Account Management in Boston, Massachusetts

Job Title:

Associate Director, Account Management

Job Description

ROLE: Associate Director, Account Management

REPORTING TO: GVP, Account Management


About the Company

Concentrix is a technology-enabled global business services company (Nasdaq listed: CNXC) specializing in customer engagement and improving business performance for some of the worlds best brands. Every day, from more than 40 countries and across six continents, our staff delivers next generation customer experience and helps companies better connect with their customers. We create better business outcomes and differentiate our clients through technology, design, data, process, and people. Concentrix provides services to clients in ten industry verticals: automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; energy and public-sector. We are Different by Design.

Our team enjoys a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, in a friendly, casual work environment. We are fanatical about our staff and our clients. To learn more, visit:

About the Role

Concentrix is looking for an Account leader to drive the success of on-going strategic partnerships within a client portfolio in the Banking, Financial Services, and Insurance industry. This role is responsible for delivering on account revenue and gross margin targets as well as overall client satisfaction.

Expected activities include owning the client portfolio strategy/account plan, building and growing account relationships, overall operational performance and client satisfaction, and growing revenue/margin within the client portfolio.

The focus of this role is on the sale and delivery of outsourced customer experience solutions including contact center solutions as well as software, analytics and other services, in order to drive better customer experiences and positive outcomes for the client.

Key Responsibilities

  • Account Growth When growth opportunities arise, work with various Concentrix teams (Operations, Solutions, Pricing, Sales) to deliver client proposals.

  • Contract Changes and Renewals With support from Operations and Legal, negotiate with clients to agree on terms and conditions for contract amendments and change requests.

  • Opportunity Management Ensure CRM is updated for both account expansions and account renewals.

  • Pricing Work with Solutions and Pricing teams to finalize pricing for growth opportunities, leveraging the Concentrix Pricing Tool (CPT).

  • Invoicing Work with Finance to identify potential payment issues. Support CNX client focal point in resolving payment issues with the client.

  • Client Satisfaction Ensure the CSAT measurement process is administered for portfolio accounts.

Experience /Competencies/Qualifications

The ideal candidate will bring both a successful track-record in contact center sales, as well as experience providing digital customer engagement solutions. Successful candidates will be able to build strong relationships within existing and new partners, as well as understand where the client needs intersect with Concentrix capabilities across all business lines.

  • 7+ years of Business Process Outsourcing through Account Management or Operations Management disciplines in Contact Center environment

  • Required Education: BA/BS or similar work-related experience.

  • Banking, Financial Services or Insurance experience helpful but not required

  • Experience working across multiple sites and geographies

  • Demonstrated ability to develop business relationships across all levels of an organization, including senior executives, both internally and externally

  • Experience successfully managing long-term sales cycles which require precise management of projects across multiple organizations, both internally and externally

  • High level of strategic thinking with the ability to execute tactically

  • Attention to detail and, when necessary, strong financial acumen

  • Ability to travel (25% travel; post-COVID-19).


The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

EEO Statement

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristics.


USA, TX, Work-at-Home

Language Requirements:

Time Type:

Full time