Concentrix Global Account Manager in Boston, Massachusetts
Global Account Manager
Concentrix is looking for a Global Account Manager to drive the success of an on-going strategic partnership with one of Concentrixs largest global accounts. This role is responsible for delivering on account revenue, gross margin, and growth targets as well as overall client satisfaction.
Expected key activities include owning the client strategy/account plan, building and growing account relationships, overall operational performance and client satisfaction, and growing revenue/margin with the client. The focus of this role is on the sale and delivery of outsourced solutions including contact center solutions, analytics and other services, in order to drive better customer experiences and positive outcomes for the client.
The ideal candidate will also bring both a successful track-record in contact center client management, as well as experience providing digital customer engagement solutions and value added products. 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.
Position Summary and Responsibilities:
Be a key focal point for all activities on a large complex contract. Accountable for meeting revenue, profit, and growth objectives and for improving overall customer satisfaction targets.
Build and maintain strong client relationships at all levels with the objective of being a trusted business partner.
Proactively work with client to identify their business objectives, priorities and directions, critical success factors and applies this knowledge to establish and implement an Account Strategy.
Understand the competition and work with the client to identify potential areas of growth and ensures growth plans are tied into overall account plan to stem contract erosion.
Anticipate and proactively identify and apply current and future industry business trends that could impact the clients business.
Lead teams, including team Concentrix to execute contract terms & conditions and drive contract growth enabling breakthrough thinking, conflict resolution, effective communications and managing any cultural differences.
Ensure Delivery and manage all major program / project schedules and contract deliverables that support the client's business with a focus on delivering on every commitment made to the client.
Anticipate risks & negative trends, effectively assess these factors and implement the Risk Management System to mitigate events that could jeopardize the contract and revenue goals.
Ensure an effective communications plan is in place between the client, account team and team Concentrix with the goal of no organization being surprised.
Own activities and manage relationships at all functional / executive levels throughout Concentrix and the client's organizations.
Understand dynamics of the client's political and cultural environment to create a mutually beneficial relationship with the client's executives to grow the account.
Proactively work with the client to understand all priorities, define future business plans and translate these plans into tactical plans that include forecasting resources, priorities and costs.
Has applied knowledge of Project Management methodologies, processes and tools. Is a leader in driving new or existing business to achieve or exceed revenue and profit objectives with a focus on contract erosion making all appropriate Concentrix and client trade-offs.
Effectively execute business and financial management principles and forecast business performance accurately.
Incorporate customer business plans into overall account strategy and applies this knowledge to day to day operations of the account.
Communication / Negotiations:
Lead negotiations which result in win-win additions and changes to existing agreements and commitments between Concentrix, client, suppliers, and other Concentrix organizations.
Manage conflicting interests of Concentrix and the client so both sets of objectives can be optimized. Ensure value / thought leadership is provided to the client issues and constantly monitor expectations to address.
Anticipate and proactively identifies and applies current / future industry business trends that could impact the clients business.
Understand and ensure the current delivery processes, procedures, disciplines, and tools are being applied for providing services to contract.
Promote and apply high quality standards, procedures and levels of performance to prevent recurrence and continuous improvement.
Proactively develop action plans to reduce gaps between client expectations and their perceptions of service quality and any Concentrix commitment made to them.
Contribution / Leadership:
Accountable for meeting revenue, profit and growth objectives and for improving overall client satisfaction.
Has working knowledge of people management techniques and disciplines.
Continue to improve teamwork across Concentrix to appear seamless and one voice to the customer.
Lead teams to execute contract terms & conditions and drive contract growth enabling breakthrough thinking, conflict resolution, effective communications and managing any cultural differences.
Participate in negotiations, ensures terms and conditions are satisfactory, engages legally to ensure the contract adheres to Concentrix policies and procedures.
Impact on Business / Scope:
Develop and execute a comprehensive account coverage plan and responsible for achieving accounts financial targets including client satisfaction.
Oversee and drive projects, account activities, and contract deliverables for the client.
Demonstrated ability to develop business relationships across all levels of an organization, including senior executives.
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 solutions; knowledge of contact center solutions is desired.
Consumer Electronics and/tech experience helpful but not required.
High level of strategic thinking with the ability to execute tactically.
Attention to detail and, when necessary, strong financial acumen.
Ability to travel worldwide (35-40% travel; post-COVID-19).
Ability to engage and negotiate effectively with internal and external partners.
Ability to establish and maintain trust by displaying honesty, integrity and ethical conduct.
Ability to adjust quickly to shifting priorities and rapid changes.
Required Education: BA/BS or similar work-related experience.
Minimum of ten years working in outsourcing operations, sales and or consulting.
Willing and able to roll up your sleeves.
Relevant operational experience is desired but not required.
USA, AZ, Work-at-Home
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