Informazioni Generali

Luogo
Greenvile, SC
Id lavoro
4584
Categoria posizione
Direzione operativa
Requisito linguistico
Inglese

Descrizione e requisiti

Descrizione
Do you have a passion for managing client partnerships?
Do you have a strong background in the BPO industry and/or Contact Center Operation Leadership?

What’s in it for YOU!
  • Health benefits for you and your family, including medical, dental, vision
  • 401(k) investment options with employer match opportunities
  • Paid Vacation Time
  • Great work/life balance

Join our Transcom family as an Account Manager!
The Account Manager plays a critical role in ensuring the success of client partnerships at Transcom. Acting as the primary point of contact for assigned clients, the Account Manager is responsible for maintaining positive relationships, meeting client needs, and exceeding expectations. With a focus on client satisfaction and retention, the Account Manager anticipates client needs, provides thorough reports and analysis, and coordinates resources to support deliverables.

What we are looking for:
We’ve got an exciting career opportunity for you, if you can:
  • Act as the main point of contact for your assigned clients.
  • Serve as the day-to-day contact for the client, ensuring all their needs are met, sharing updates on account status and metrics, and answering any client questions.
  • Anticipate client needs using attention to detail and historical insights, and create thorough reports including complete data analysis of accounts/clients for VP of Client Partnerships/Executives.
  • Build long-term relationships with customers based on trust, respect, and value.
  • Ensure client satisfaction and retention by coordinating Transcom's resources on the client's behalf in support of deliverables.
  • Forecast and track key account metrics and prepare reports on account status.
  • Handle follow-up calls with clients and address complaints, finding reasonable solutions for both the client and Transcom.
  • Manage client expectations and strive towards client satisfaction by meeting and exceeding contractual deliverables.
  • Lead and oversee Risk Assessment and Extra Initiatives as requested based on client need.
  • Maintain positive and collaborative partnerships with Transcom Operations and Support Leaders, working in complete alignment on behalf of client success.
  • Work in partnership with the Account Client Partnership Leader to grow the relationship, support Transcom's internal growth targets, and update strategies to retain and grow the partnership between the client organization and Transcom.

To be successful in this role, you must have the following skills/abilities:
  • Strong Communication Skills: Excellent written and verbal communication skills are essential for effective client interaction, team collaboration, and reporting.
  • Organizational Skills: Ability to prioritize tasks, manage multiple responsibilities, and meet deadlines in a fast-paced environment.
  • Client-Focused Approach: A customer-centric mindset with a dedication to understanding and meeting the needs of clients.
  • Analytical Abilities: Proficiency in data analysis and the ability to derive insights from complex datasets to inform decision-making and strategy.
  • Interpersonal Skills: Strong relationship-building abilities with the capacity to establish rapport, trust, and credibility with clients and internal stakeholders.
  • Problem-Solving Skills: Aptitude for identifying issues, proposing solutions, and resolving conflicts in a professional and diplomatic manner.
  • Leadership Capabilities: Ability to lead and oversee various initiatives, collaborate with cross-functional teams, and drive results.
  • Adaptability and Flexibility: Capacity to adapt to changing priorities, client needs, and organizational dynamics, with a proactive and solution-oriented approach.
  • Client-Facing Experience: Previous experience in client-facing roles, preferably at director level or above, demonstrating the ability to manage relationships and drive client satisfaction.
  • BPO/Contact Center Experience: Knowledge of BPO or contact center operations, processes, and best practices.
  • Passion for Client Success: A genuine passion for delivering exceptional service to clients and contributing to their success and satisfaction.
  • Team Player: Ability to work collaboratively in a team-based environment, supporting colleagues, and contributing to a positive work culture.

Requirements
The following items are mandatory pre-employment requirements and/or skills/experience that are required to be successful in this role.
  • At least 18 years or older
  • A university degree or equivalent higher qualification and experience
  • Able to successfully pass a criminal background check
  • 2-4 years of BPO and/or Contact Center Operation Leadership experience
  • 2-4 years of client-facing experience at the Director and above levels
  • Ability to work well with a team.
  • Collaborative, optimistic, and transparent with a high degree of urgency.

Location Requirements
Must live within reasonable driving distance of our office located in the Greenville, South Carolina area.

What Life at Transcom is like!
Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers and work-at-home agents. We are 30,000+ customer experience specialists at over 90 contact centers across 28 countries, delivering services in 33 languages to international brands in various industry verticals.

Right now, we are growing our virtual footprint in North America and currently hire remote employees in 26 states and 3 Canadian provinces. Proud to be recognized by FlexJobs as #8 on their list of the Top 100 companies to watch for remote work in 2025.
At Transcom, we’re relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.

We are the voice of our clients. We are Transcom.

We are passionate about people and look forward to meeting you!