Director, Account Management - Financial Services (Remote, Any Location, US)

About the Team The Account Management unit plays a pivotal role in maintaining and enhancing the relationships between the organization and its clients. This unit is responsible for effectively managing client accounts, understanding their needs, and ensuring the delivery of optimal services. The goal of Account Management is to drive client satisfaction, retention, and growth, ultimately contributing to the organization s overall success. The Account Management Department acts as the conduit between the client and Foundever, understanding the client strategy, ensuring account strategy and delivery. As the relationship owner and builder, the Account Management team retains, grows and diversifies the account. Job Summary The Director, Account Management is the owner of a logo or client vertical, and may lead a team of Account Managers. The Account Management Director should ensure that Foundever Group strategy is fully deployed across the account to understand client strategy and priorities and to ensure alignment and delivery across all areas of the business and relationship. The Director, Account Management is the contract custodian, pricing lead and supports the product, policies, operations, quality, training, reporting and IT. The Account Director should understand the customer thoroughly, their strategy, their organization, company culture, their industry vertical, customer journey, pain points and needs, especially the not-so-obvious ones, and proactively offer win-win solutions to address and exceed the needs of the client. Focus is on nurturing and growing existing client relationships, emphasizing client retention, satisfaction, and revenue growth through ongoing account management. Job Responsibilities • Strategic Growth: developing a complete understanding of account needs, and anticipating account changes and improvements. Driving proposal management with a clear WIN strategy • Responsible for exploring and identifying opportunities for new and diverse offerings and service expansion to grow account revenue and margin • Collaborate with sales and marketing teams to support strategic new business initiatives • Developing a solid and trusting relationship between clients and Foundever • Develop and implement strategic account plans focused on enhancing client satisfaction and driving business growth • Manage a diverse portfolio of client accounts, ensuring alignment between client objectives and service delivery standards • Communicating with clients to understand their needs and explain product value • Build and maintain a robust network of industry relationships • Lead, mentor, and develop an assigned team of account managers, fostering a culture of high performance, innovation, accountability, and continuous improvement • Conduct regular performance evaluations, providing constructive feedback and identifying training and development needs for team members • Drive talent development and succession planning initiatives to strengthen team capabilities • Manage delivery to SOW as One Foundever team • Ensure compliance with Service Level Agreements (SLAs) and performance standards across all accounts • Plan account strategy (SWOT, RASIC and governance models) • Manage communications between clients and internal teams and resolving key client issues and escalations • Collaborate cross-functionally to create innovative solutions tailored to complex client needs • Negotiate and manage contracts with the client (MSA, SOW, renewals, amendments) • Work closely with finance and operations to develop accurate forecasts and resource allocations • Manage budgets, forecasting, reporting and pricing models of clients • Work on RFP and RFI processes and generating new opportunities for business diversity • Work with internal teams dedicated to the same client account to ensure the highest quality delivery and all client needs met • Plan and present reports on account progress, goals, and initiatives to share with internal stakeholders and clients (review performance metrics, address client concerns, and identify new growth areas) • Maintain updated knowledge of company products and services • Act as the client's representative to ensure that their demands are met with a focus on improving the customer experience • Develop a complete understanding of account needs, and anticipating account changes and improvements • Manage changes and projects • Drive operational excellence by optimizing processes to improve efficiency and profitability • Drive continuous improvement initiatives to enhance efficiency and customer experience Skills and Qualifications • 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 • Experience in leading a team of professional employees • Experi...