Key Accounts Manager

Key Responsibilities

• Serve as the primary point of contact for assigned key accounts.
• Build and maintain strong, professional relationships with client stakeholders.
• Conduct regular client meetings, including weekly updates, monthly reviews, and quarterly business reviews.
• Maintain account performance, including SLA adherence, service levels, AHT, QA scores, productivity, and other key metrics.
• Partner with Operations and Client Services to address performance gaps, trends, training needs, and client expectations.
• Ensure client deliverables, reports, timelines, and service expectations are consistently met.
• Proactively identify risks, concerns, and opportunities within assigned accounts.
• Prepare and present clear, accurate client performance reports, insights, trends, and recommendations.
• Identify opportunities for upsell, cross-sell, renewals, program expansion, or scope changes.
• Support account strategy, contract renewal discussions, pricing conversations, and long-term planning.
• Aid in onboarding new programs and expanding existing client services.
• Ensure client programs operate in compliance with company policies, client contracts, and applicable regulations.
• Model professionalism, leadership, and strong communication in all client and internal interactions.
• Occasionally travel for client meetings or on-site visits.

Requirements

• 3–5 years of experience in account management, client services, operations, or a related role.
• Experience working in a call center, BPO, or contact-center environment.
• Strong understanding of call center metrics and performance drivers.
• Excellent communication, presentation, and relationship-building skills.
• Ability to manage multiple accounts and competing priorities in a fast-paced environment.
• Strong problem-solving skills and the ability to identify risks, trends, and opportunities.
• Professional, dependable, and comfortable working cross-functionally with internal teams and external clients.
• Experience supporting enterprise, high-value, or multi-program client accounts.
• Experience using CRM or client management systems.
• Background in sales support, renewals, account growth, or client retention strategies.
• Experience preparing and presenting client-facing performance reports or business reviews.

Benefits

• Medical insurance (full-time employees)
• Dental and Vision insurance (full-time employees)
• 401k
• Paid time off
• Life insurance
• Paid company observed Holidays
• Advancement opportunities