The Account Manager is the primary client’s day-to day service delivery point of contact. Responsibilities include developing strong relationships with the client, connecting with key business stakeholders. They will respond to client queries and ensure implementations are deployed according to the plan. The Account Manager should ensure aligned Account Strategy and delivery to it across all areas of the business and relationship. They are the subject matter expert for product, policies, operations, quality, training, reporting and IT.  The Account Manager should also understand the customer thoroughly, their strategy, their organization, company culture, pain points and needs, especially the not-so-obvious ones, and proactively offer win solutions to address and exceed the needs of the client. 

This is a hybrid role, candidate must be located and eligible to work in the EMEA region.

Job Responsibilities

• Client NPS: Measure client satisfaction and loyalty through the Net Promoter Score. Update with current scores and trends.

• Client Retention: Track the percentage of clients retained over a specific period. Include recent retention rates.

• CMSR (Client Management Satisfaction Rate): Assess satisfaction with client management. Update with the latest survey results.

• Reaction and Speed-Time on Incident: Measure response times to client issues. Report current average response and resolution times.

• Strategic Partner Status: Evaluate the status of key clients as strategic partners. Provide updates on any changes in partnerships.

• Revenue, Gross Margin, CM: Report current figures for revenue, gross margin, and contribution margin. Compare against historical data.

• Discrepancy vs. Expectation: Analyze budget vs. actuals to identify any discrepancies. Update with recent financial performance data.

• Growth Profitability Management: Assess strategies for maintaining profitability while pursuing growth. Include recent initiatives or results.

• Innovation: Track the implementation of innovative solutions. Update with recent projects or initiatives.

• Opportunity Pipeline: Monitor the current pipeline of potential opportunities. Update with the latest figures and prospects.

• Value Add: Measure the value added to clients through services. Include recent metrics or feedback.

• Account Diversification: Evaluate diversification across accounts in terms of services and sectors. Provide updates on recent progress.

• Account Growth: Assess financial, scope, geographical, and service diversification growth. Update with the latest performance metrics. 

• eNPS: Measure employee satisfaction and engagement through the Employee Net Promoter Score. Update with the latest scores.

• Team Development and Succession Planning: Track progress on team development initiatives and succession plans. Provide recent updates. 
   

Skills and Qualifications

• 3+ years in client management, preferably within the Healthcare and BPO industries
• Proven experience in project management and team leadership
• Fluency in English and another European language

About Us

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

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