Senior Manager, Account Management (Remote, Any Location, United States of America)

About Us Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.Job Summary The Account Manager is responsible for the day-to-day management and growth of one or more client accounts under the guidance of an Account Director. The role focuses on client satisfaction, contract execution, delivery alignment, and identifying incremental growth opportunities. The Account Manager works closely with Operations, Finance, Sales, Marketing, and Product teams to ensure services are delivered in line with contractual commitments, SLAs, and client expectations. The role requires strong relationship management skills, commercial awareness, and the ability to coordinate internal teams to resolve issues and support account growth. The focus of this role is on retaining and expanding existing accounts through effective execution, proactive client engagement, and disciplined account management.Primary Job Responsibilities Account & Client Management

Act as the primary day-to-day contact for assigned client accounts


Build and maintain strong, trust-based relationships with client stakeholders
Understand client objectives, operating model, and priorities
Communicate Foundever’s value proposition clearly and consistently


Account Growth & Commercial Support

Identify opportunities for incremental revenue, upsell, and cross-sell
Support proposal development, pricing inputs, and business case preparation
Assist in contract management (MSA, SOWs, renewals, amendments)
Support RFP and RFI processes as required


Delivery & Operational Alignment

Work closely with Operations to ensure delivery to SOW and SLA commitments
Monitor performance metrics and proactively flag risks or issues
Coordinate issue resolution and manage escalations in collaboration with leadership
Support change management initiatives and project execution


Planning, Governance & Reporting

Support account planning activities (SWOT, action plans, governance cadence)
Contribute to forecasting, reporting, and budget tracking
Prepare and present account updates and performance reviews to clients and internal stakeholders


Cross-Functional Collaboration

Collaborate with Sales, Marketing, Finance, IT, Quality, and Training teams
Ensure client needs are clearly communicated internally and addressed effectively
Support account-based marketing and go-to-market initiatives


Compliance & Ethics

Ensure compliance with Foundever policies, contractual obligations, and regulatory requirements
Protect confidential and proprietary information

Adhere to the Company Code of Conduct and Information Security policiesQualifications
Bachelor's degree in Business, Marketing, or related field; or equivalent work-related experience
Strong knowledge of outsourced solutions and services sales; knowledge of contact center solutions
Minimum of five years of client service/account management experience, consulting, outsourcing, or related roles; preferably in BPO/contact center environment.
Exposure to outsourced services, CX, or contact center solutions preferred
Experience supporting long sales cycles and contract-based relationships
Proven ability to effectively manage multiple client accounts and consistently meet or exceed service goals
Client relationship management (including strategic growth and account planning)
Commercial acumen and financial awareness
Strong execution and follow-through
Cross-functional collaboration
Problem-solving, decision making and issue management
Customer-centric mindset
Change adaptability
Service Delivery and Operational Excellence
Financial Acumen & Contract Management
Pre-Employment Requirements Pre-employment Requirements
Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.

EEO Statement
Foundever is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and terminationPre-employment Requirements
Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.

EEO Statement
Foundever is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination

Apply Now