Job Description: Senior Account Manager BPO
Objective of the Role
The Senior Account Manager will be responsible for overseeing strategic client relationships, ensuring the successful delivery of outsourced services, and driving growth opportunities within assigned accounts. This role requires a balance of operational excellence, client relationship management, and commercial acumen to maximize client satisfaction and company profitability.
Key Responsibilities
- Serve as the primary point of contact for key BPO clients, managing day-to-day communication and fostering long-term partnerships.
- Develop and execute account strategies aligned with client objectives and company goals.
- Oversee the delivery of services across multiple processes (customer service, sales, back office, technical support, etc.), ensuring compliance with KPIs and SLAs.
- Collaborate with Operations, Workforce Management, and Quality teams to ensure optimal service delivery.
- Identify and pursue upselling and cross-selling opportunities to expand service offerings within accounts.
- Monitor account performance, prepare reports, and present results to clients and senior management.
- Resolve escalations effectively and proactively implement corrective actions.
- Lead quarterly business reviews (QBRs) with clients to evaluate performance and define future roadmaps.
- Mentor and guide junior account managers and client services staff.
Requirements
- Bachelors degree in Business Administration, Marketing, Management, or related field (Masters preferred).
- Minimum 57 years of experience in account management or client services, with at least 3 years in the BPO sector.
- Proven track record managing large or complex accounts (preferably Fortune 500 or multinational clients).
- Strong knowledge of BPO operations, metrics (KPI/SLA), and workforce management processes.
- Excellent communication, negotiation, and presentation skills (bilingual English/Spanish highly preferred).
- Strong analytical and problem-solving skills.
- Ability to manage multiple projects and clients simultaneously in a fast-paced environment.
Key Competencies
- Strategic Thinking & Commercial Acumen
- Client Relationship Management
- Leadership & Team Collaboration
- Data-Driven Decision Making
- Negotiation & Conflict Resolution
- Adaptability & Resilience in High-Pressure Environments
Compensation & Benefits
- Competitive base salary plus performance bonus tied to client satisfaction and revenue growth.
- Full benefits package (health insurance, retirement plan, paid time off, etc.).
- Career development and international growth opportunities.