Client Services Account Manager  

Full Potential Solutions is looking for Client Services & Account Manager to support the company’s operational growth. As a client services & account manager, you need to understand that every campaign is unique and will require different approaches for you be successful in supporting them.

Expectations from the Client Services & Account Manager are as follow: client success, operational growth, and innovation of the business with strategic initiatives. Your day-to-day output should lead you to one goal: company’s revenue growth in the specified timeframe set by management.

As a Client Services & Account Manager, you will also manage with autonomy one or more campaign/s, both strategic and non-strategic accounts. These include new and existing accounts, supporting them through the client lifecycle under the guidance of a Senior Director and ensure that all campaign metrics/SLAs are met and all clients are highly satisfied through the teams’ sustainable performance.

As a Client Services & Account Manager, you are also expected to facilitate weekly/monthly/quarterly business reviews, both internally and with client stakeholders. You also need to do progress and activity reports to/from clients. You will also enable communication between the teams and the clients to make sure that expectations are met and exceeded, whenever applicable.

Overall, as a Client Services & Account Manager you need to grow headcount, revenue, and margins on accounts you are supporting. As needed, leading contract negotiations during the lifecycle of the contract will also be part of your scope. You will also provide actionable feedback for improvement, course-correction, both internally and externally. You are also expected to effectively coordinate and positively influence various stakeholders and lead the teams to achieving common objectives.

Duties/Responsibilities

• Provide overall account leadership including coordination of internal support resources to deliver client's needs and expectations.
• Accountable for financial health and performance of accounts, including revenue, gross margin, and full P&L responsibility.
• Ensure complete understanding and compliance with all account specific contractual requirements.
• Understand client business needs, participate in solution development and effectively communicate solutions to stakeholders
• Directly manage assigned program managers and/or team managers and indirectly lead operational and support group personnel.
• Partner and closely work with Operations counterparts, or function on their behalf to ensure execution of committed action plans, delivery of sustainable performance
• Handle and oversee multiple programs or varying but reasonable headcount or FTE size across multiple locations, sites, and/or geographies
• May require occasional business-related domestic and international travels, as required by management and/or clients

• Bachelor’s Degree; or 5 plus years’ experience in a client facing role (required)
• 7 plus years in a contact center leadership position (required).
• Measurable experience in managing and growing profitable, satisfied accounts and/or relevant client-side experience
• Proven account management, analytical, and problem-solving skills.
• Strong negotiation skills
• Excellent written and oral communications skills
• Superb organizational skills and attention to details
• Strong relationship-building skills strategic counselor to clients at a senior level proven day-to-day leadership for assigned direct staff
• Excellent familiarity and actual experience working through contracts, MSAs, SOWs and the like
• Significant experience in new accounts launches and pilots, and project management