Director, Account Management - US


Fully Remote

Job Description

We are looking for a Director, Account Management, to drive the success and growth of existing strategic partnerships in the Retail sector. This role is responsible for delivering on account revenue and gross margin targets as well as overall client satisfaction and driving innovation and continuous improvement in partnership with internal and external stakeholders in a matrix environment.  

Expected key activities include building relationships with client executive stakeholders including the C-suite, owning the client strategy/account plan, building and growing account relationships, overall operational performance and client satisfaction, and growing revenue/margin with the client. The focus of this role is on the sale and delivery of outsourced customer experience solutions including contact center solutions as well as software, analytics and other services, in order to drive better customer experiences and positive outcomes for the client. 


  • Work to develop and refine client specific strategies and account plans including sales targets, forecasting, relationship mapping/strategies, whitespace opportunities as well as growing existing business lines.
  • Create and develop key client executive relationships, up to the C-suite, at target clients, while building consensus across multiple functional areas.
  • Identify, articulate and synthesize client needs in order to close complex and comprehensive outsourcing engagements.
  • Articulate client business strategies/needs and overlay Concentrix’ solutions to develop a client sales strategy to drive revenue.
  • Drive a holistic sales strategy that represents a breadth of services (customer contact solutions, analytics, software, etc.). 
  • Analyze client’s business needs and customize Concentrix offerings to meet those needs, including innovative outsourcing service approaches and an ROI/cost benefit analysis.
  • Lead a team of subject matter experts through the sales and delivery processes by collaborating to drive all solution elements including training, HR, implementation, IT, and operations. 
  • Deliver positive results in a matrixed/cross-functional environment, both internally and within client accounts.

Desired Profile:

  • Demonstrated ability to develop business relationships across all levels of an organization, including senior executives.
  • Experience successfully managing long-term sales cycles which require precise management of projects across multiple organizations, both internally and externally.
  • Strong knowledge of outsourced solutions and services sales; knowledge of contact center solutions is desired.
  • Retail industry experience is required.
  • High level of strategic thinking with the ability to execute tactically.
  • Attention to detail and, when necessary, strong financial acumen.
  • Ability to travel worldwide (~35% travel; post-COVID-19).
  • Demonstrated ability to identify client business problems, assess risks and profitability, drive the development of strong mutually beneficial account plans and define the appropriate internal resources (technical assistance, project management, alternate sales channel support).
  • Ability to engage and negotiate effectively with internal and external partners.
  • Ability to establish and maintain trust by displaying honesty, integrity and ethical conduct.
  • Ability to adjust quickly to shifting priorities and rapid changes.
  • Required Education: BA/BS or similar work-related experience.
  • Minimum of ten years working in outsourcing operations, sales and or consulting.
  • Willing and able to roll up your sleeves. 
  • Relevant operational experience is desired but not required.

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