The posting
Our client is a global Digital Customer Experience and Technology Consulting Service Provider, disrupting the industry with a unique intersection of industry-leading proprietary solutions, resilient operations, and innovative business engagement models. They have emerged as a compelling alternative to support service providers with their premium service offerings and differentiated value propositions that proactively solve clients’ critical business problems. The company is a digital transformation partner of choice for its clients, which include the world’s top innovators across industries, from mid-market players to large enterprises.
Our client is seeking a seasoned Account Manager with a proven track record of managing strategic client relationships, driving organic revenue growth, and expanding business within existing accounts. This individual will assume full commercial ownership of an established $15M–$20M portfolio, with responsibility for strengthening executive relationships, identifying new revenue opportunities, and maximizing account profitability.
This is a highly visible, individual contributor role focused on strategic account growth and relationship development. The successful candidate will bring a proactive hunting mentality, identifying whitespace opportunities, penetrating new buying centers, and expanding service offerings across business units, geographies, and lines of business.
The ideal candidate has extensive experience within the outsourced contact center and Digital Customer Experience (DCX) industry, with a demonstrated ability to sell complex, technology-enabled solutions and deliver measurable revenue growth. Experience managing enterprise relationships across high-tech, retail, and financial services industries is particularly valuable.
Key Responsibilities
- Drive organic revenue growth by identifying and pursuing whitespace opportunities, expanding into new buying centers, engaging additional stakeholders, and introducing new service lines within existing customer organizations.
- Develop and execute comprehensive strategic account plans that identify growth opportunities, map executive relationships, establish revenue targets, and define actionable strategies for expanding market share within each account.
- Build and maintain strong relationships with senior executives and C-suite decision-makers, positioning the organization as a trusted strategic partner capable of solving complex business challenges.
- Lead the full sales cycle for account expansion opportunities, including opportunity identification, solution development, proposal creation, pricing, contract negotiation, and deal closure.
- Position and sell a broad portfolio of outsourced customer experience, digital transformation, AI, automation, and technology-enabled solutions that improve customer engagement, optimize operations, and reduce costs.
- Collaborate closely with operations, delivery, solution engineering, and other cross-functional teams to ensure service excellence, address client challenges, and identify additional opportunities for growth.
- Manage account-level financial performance, including revenue forecasting, profitability, margins, contract performance, and risk mitigation, while ensuring alignment with organizational objectives.
- Establish effective account governance practices, including executive business reviews, stakeholder engagement strategies, pipeline management, and accurate reporting of sales activities and growth opportunities.
- Contribute to the development and execution of go-to-market strategies by leveraging industry expertise, competitive intelligence, market trends, and customer insights to strengthen the organization's value proposition.
- Proactively identify opportunities to introduce innovative solutions, expand delivery capabilities, and deepen relationships across multiple business units and geographies.
- Partner with internal leadership to address commercial challenges, negotiate complex agreements, and ensure long-term account retention while driving incremental revenue growth.
Requirements
- 5+ years of experience, with solid relationship management/account management experience selling digital customer experience solutions in the outsourced contact center space
- Ability to analyze market trends and track competitor’s activities, providing valuable inputs for fine-tuning sales & marketing strategies
- Ability to understand and position progressive technology-driven solutions to reduce cost and elevate the customer experience.
- Strategic account planning and execution skills
- Knowledge of accounting, budget planning, financial forecasting, and financial modeling
- Experience operating at the executive level, and ability to demonstrate excellent client relationships, client engagement, and ability to empathize with and respond to the needs of stakeholders
- Proven track record of success facilitating progressive organizational change and development within a rapidly growing organization
- Energetic, flexible, collaborative, and proactive; a leader with excellent judgment and creative problem-solving skills including negotiation and conflict resolution skills
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Short Term & Long Term Disability
- Work From Home
