Remote, Any Location, USJob Description:The Director, Account Management serves as the strategic owner of a client logo or vertical and may oversee a team of Account Managers. This role ensures full deployment of the Foundever Group strategy across the account—aligning closely with the client’s business objectives, operational priorities, and long‑term vision. The Director acts as the primary contract custodian and pricing lead, while also supporting product, policy, operations, quality, training, reporting, and IT functions.To be successful, the Director must have a deep understanding of the client—their strategy, organizational structure, culture, industry vertical, customer journey, pain points, and emerging needs, including those that may not be immediately visible. They proactively identify and deliver mutually beneficial solutions that drive value and exceed expectations. The role is centered on nurturing and expanding existing client relationships, with a strong emphasis on retention, satisfaction, and revenue growth through continuous, consultative account management.Job ResponsibilitiesDrive Strategic Growth: Deeply understand client needs, anticipate changes, and lead proposal management with a clear win strategyExpand Business Opportunities: Identify and pursue new and diverse offerings that increase revenue and margin, partnering closely with sales and marketingStrengthen Client Relationships: Build trusted, long‑term partnerships by communicating proactively, understanding client objectives, and clearly articulating product valueLead Account Strategy: Develop strategic account plans, oversee delivery to SOW, and ensure alignment between client expectations and internal performance standardsTeam Leadership: Lead and coach a team of account managers, fostering a culture of high performance, innovation, and continuous developmentOperational Excellence: Collaborate cross‑functionally to solve complex client challenges, optimize processes, and drive efficiency and profitabilityContract & Financial Oversight: Serve as contract custodian, support pricing, manage budgets and forecasts, and ensure accurate reportingIssue Resolution & Communication: Manage escalations, maintain clear communication between clients and internal teams, and ensure seamless service deliveryPerformance Management: Present account performance updates, identify growth opportunities, and support talent development and succession planningGovernance & Compliance: Ensure adherence to SLAs, policies, and compliance standards; protect company and client data; and report concerns as requiredContinuous Improvement: Lead initiatives to enhance customer experience, streamline processes, and strengthen Foundever’s position as a strategic partnerSkills and QualificationsBA/BS in Business, Marketing, or related field, or equivalent professional experienceProven success managing complex, long‑term sales cycles across internal and external stakeholdersStrong background in outsourced solutions, services sales, and contact center environmentsDemonstrated leadership experience managing professional teamsMinimum seven years in outsourcing operations, sales, or consultingTrack record of growing large, strategic client accountsStrategic thinker able to execute both long‑term plans and tactical initiativesBuilds trust through integrity, transparency, and ethical leadershipStrong account leadership with the ability to align strategy to business goalsExpert relationship builder with strong client intimacy skillsProven ability to lead, inspire, and develop high‑performing teamsSkilled in consultative selling and cross‑functional collaborationStrong financial acumen and data‑driven decision‑makingEffective change leader with a customer‑centric mindset and up‑to‑date market knowledgeCreative problem‑solver with strong analytical and financial skillsSkilled at identifying client challenges, assessing risks, and building effective account plansHigh emotional intelligence; able to identify opportunities and navigate complex environmentsStrong negotiation and communication skills, internally and externallyAble to adapt quickly to shifting priorities and fast‑changing situationsStrong relationship‑building skills with the ability to influence at all levelsCapable of driving long‑term growth and creating innovative client solutionsClear, effective verbal and written communicatorAbility to travel globally as neededAbout UsFoundever® 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.#J-18808-Ljbffr