Head of Account Management (Leadership Team Member)

Duties & Responsibilities:

• Lead and manage client relationships, ensuring high levels of engagement and satisfaction.
• Develop and implement account management strategies that align with both client goals and company's service capabilities.
• Serve as the primary point of contact for key clients, handling inquiries, concerns, and strategic discussions while also ensuring offshore teams receive adequate support.
• Ensure proactive account management, identifying potential challenges early and implementing strategic solutions for both client and team concerns.
• Collaborate closely with internal teams to facilitate smooth service delivery, provide mentorship, and continuously improve both client and team experiences.
• Oversee and refine client onboarding processes, ensuring a structured and effective integration of offshore teams into client operations while fostering a strong team culture.
• Mentor and train internal teams, ensuring they have the skills, knowledge, and motivation to enhance client engagement and minimize offshore team attrition.
• Drive business growth, identifying expansion opportunities within existing accounts and ensuring offshore team members are positioned for long-term success.
• Monitor both client satisfaction and team retention metrics, ensuring continuous improvement and strategic alignment.
• Act as a brand ambassador, representing the company professionally in various business settings, including high-level client meetings and industry events.
• Champion the growth of offshore teams, providing guidance and insights to encourage the organic expansion of client accounts while fostering a positive and productive environment for offshore team members.

Qualifications:

• A Bachelor’s degree in Business Administration, Marketing, Communications, or a related discipline is preferred.
• 10+ years of experience in account management, client relations, or a leadership role in a customer-facing environment preferably in a BPO set-up.
• Exceptional communication and relationship-building skills to engage with both clients and internal offshore teams effectively.
• Strong business acumen and a deep understanding of diverse industries to provide informed guidance to clients and offshore staff.
• Proven problem-solving and negotiation abilities, capable of navigating complex situations and delivering effective solutions for both clients and team members.
• High-level organizational skills and attention to detail to manage multiple client accounts and team dynamics seamlessly.
• A proactive mindset, anticipating client and team needs while addressing potential challenges before they arise.
• Empathy to understand and balance both client and offshore team perspectives, ensuring alignment and job satisfaction.
• A consistently positive attitude and professional appearance, representing the company with credibility and energy.
• Flawless English language skills, essential for articulate and persuasive communication in a global business environment.
• Authority in offshoring, with the ability to educate and guide clients in expanding their offshore teams while ensuring offshore team members thrive in their roles.