The Senior Account Manager at SEBPO is responsible for driving revenue growth and managing strategic client relationships, requiring experience in BPO and account management, with a focus on upselling, client retention, and operational oversight.
SEBPO
The Senior Account Manager is a high-impact role responsible for owning and growing SEBPO’s most strategic client relationships. As part of the Account Management team, this role plays a critical part in driving revenue growth, increasing client engagement and retention, and expanding service adoption. The ideal candidate has a strong background in Business Process Outsourcing (BPO) or managed services, with a proven track record of growing and expanding enterprise-level client accounts. They should have experience driving strategic revenue growth, expanding service adoption, and deepening executive-level client relationships at the enterprise level. Essential Duties & Responsibilities Revenue Growth & Expansion • Own and drive revenue growth for assigned accounts through upselling, cross-selling, and strategic expansion of services. • Demonstrated experience driving growth in enterprise-level accounts, ensuring long-term client expansion. • Partner closely with Sales, Client Success, Implementations, and Service Delivery to identify new opportunities within existing client accounts. • Develop tailored account strategies focused on client needs and future business objectives. • Maintain a strong pipeline in Salesforce, tracking opportunities and ensuring a steady path to growth. Client Relationship Management • Act as the primary executive-level point of contact for assigned accounts, ensuring alignment with client priorities and long-term goals. • Develop and maintain trusted relationships with key stakeholders, from operational teams to C-Level executives. • Own and drive strategic account plans, proactively identifying ways to enhance value for clients. • Conduct regular in-person meetings and client visits to strengthen partnerships and identify new business opportunities. Operational & Strategic Oversight • Lead operational alignment between client expectations and SEBPO’s service capabilities, ensuring high-quality delivery and KPI achievement. • Work cross-functionally with Service Delivery, Client Success, and Implementations to ensure seamless execution and process improvement. • Act as an escalation point for complex client challenges, working with leadership to ensure rapid issue resolution and risk mitigation. • Identify gaps in service delivery, working with SEBPO leadership to implement scalable solutions. Client Retention & Performance Management • Maintain high client satisfaction and retention rates by ensuring SEBPO services consistently deliver value. • Use data-driven insights to measure performance against client KPIs, proactively addressing service deficiencies. • Partner with internal teams to optimize processes, streamline workflows, and increase efficiency for clients. • Assist in budgeting, forecasting, and financial planning for assigned accounts. Market & Industry Engagement • Stay ahead of BPO industry trends, identifying new opportunities to support client needs. • Represent SEBPO at industry events, conferences, and key client meetings. • Monitor competitor activities and provide strategic recommendations to leadership. Qualifications & Requirements • 5+ years of experience in a BPO, outsourcing, managed services, or client engagement/account management role with a proven track record of growing and expanding enterprise-level client accounts. • Demonstrated ability to drive strategic revenue growth, expand service adoption, and deepen executive-level client relationships at the enterprise level. • Ability to interface with C-Level and VP-Level stakeholders, driving high-value conversations. • Proven ability to create and execute strategic account plans, delivering measurable revenue growth. • Strong problem-solving and decision-making skills, with a proactive and solutions-oriented mindset. • Excellent communication and presentation skills, with the ability to convey complex ideas to diverse audiences. • Experience with Salesforce, MS Office, and Google Workspace. • Bachelor’s degree in business, operations, or a related field (or equivalent work experience). Why SEBPO? • Aggressive growth goals with significant opportunities for career advancement. • Work with industry-leading clients and a fast-paced, high-impact team. • A collaborative, innovative culture focused on client success and continuous improvement. • Opportunity to shape the future of SEBPO’s client partnerships and drive transformative change in the BPO industry.