Account Manager

4 weeks ago

Liverpool, United Kingdom Concentrix Full time

The Associate, Account Management oversees a team of analytic staff, developing the analytic strategy in support of call center performance improvement initiatives. This position oversees a team that assesses processes having a negative impact on customer satisfaction scores and other key metrics and oversees the design and implementation of initiatives to improve those scores.

Essential Functions/Core Responsibilities:

• Oversees the implementation of analytic and process improvement activities for smaller accounts and/or lines of business within a larger, more complex account in conjunction with business unit and support groups

• Leads a team of Associate Analysts, Analysts, or Sr. Analysts to deliver high quality analysis and clear recommendations that create value for clients. Oversees the delivery of consultative recommendations to clients, drawing from information captured from the team and leveraging prior experience

• Ensures consistency of approach, quality of insight and accuracy of delivery across programs

• Oversees descriptive and statistical analysis, qualitative process documentation via interviews, focus groups, and side by side or remote observations, recommendation development and initiative measurement

• Provides technical guidance, answering questions, strategizing analytical framework and work plan development, checking and validating results and findings, etc.

• Communicates results of detailed data analysis in way that ties to business impacts and is compelling to stakeholders and clients

• Co-leads internal and external client presentations of key insights, gap assessments, solution recommendations, and initiative success measurement

• Establishes metrics to be used for performance monitoring and reporting; directs the measurement of initiatives

• Builds relationships with peers in Operations and support groups to understand current operational processes and identify possible gaps that may be contributing to lower key metric results

• Ensures that standards are incorporated into the project and to process improvement efforts

• Demonstrates an understanding of internal profitability drivers and is accountable for actual hours versus budget for self and team

• Assists in carrying out departmental goals and objectives


Qualifications:


  • Previous account management experience.
  • 5 years minimum in sales, including 2 years at Level 4 or equivalent role involving detailed solution selling
  • 4 years minimum in Account Management, including 2 years at a Level 4 equivalent role.
  • 2 years minimum working in a general CRM environment.
  • Articulate and well accustomed to a client facing role.
  • Willingness and ability to travel.
  • Bachelor's Degree.

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