Account Manager, German/English Speaking
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Job Description
Account Manager overseeing and growing client accounts within BPO operations, ensuring service excellence and identifying account growth opportunities.
Responsibilities:
- Serve as the main point of contact for assigned client accounts, building trusted, long-term relationships.
- Lead regular client communications, including performance reviews, service updates, and strategic discussions.
- Ensure all contractual SLAs and KPIs are consistently met or exceeded.
- Onboard new clients.
- Lead the onboarding of new client accounts, ensuring a structured, efficient, and high-quality transition into operations.
- Gather, validate, and complete all required client data and operational documentation to support service delivery.
- Build and manage a clear onboarding timeline and roadmap, aligning internal teams and client stakeholders to agreed milestones.
- Prepare and coordinate training documentation in collaboration with clients, Operations, and Quality teams.
- Liaise closely with HR and Talent teams to support recruitment planning, onboarding, and readiness for go-live.
- Act as the central coordination point throughout the onboarding phase, ensuring risks, dependencies, and timelines are actively managed.
- Own performance against agreed KPIs and SLAs, proactively identifying risks and implementing corrective actions.
- Analyse and share operational data with the client, to drive continuous improvement in productivity, quality, and customer outcomes.
- Oversee quality assurance standards in line with client and internal expectations.
- Identify and propose account growth opportunities, including service expansion, upsell, and optimisation initiatives.
- Support contract renewals and pricing discussions where required.
- Provide leadership and oversight to Team Leaders and operational management teams.
- Ensure teams are aligned to client expectations, performance targets, and quality standards.
- Support performance management, coaching, and development of Team Leaders.
- Working with internal teams, produce accurate forecasting for volumes, headcount, and performance requirements.
- Deliver clear, insightful reporting to clients and internal stakeholders.
- Use data to support strategic planning and operational decision-making.
- Oversee recruitment planning for client accounts in collaboration with HR and Talent teams and in line with client forecasted requirements.
- Ensure timely hiring and onboarding aligned to forecasted demand and SLA requirements.
- Create and oversee schedules that accurately reflect operational requirements, forecasted volumes, and client service expectations.
Requirements:
- Fluent in German & English
- Proven experience in an Account Manager or Client Services role, ideally in a contact centre or BPO environment.
- Strong understanding of contact centre metrics, including AHT, CSAT, QA, occupancy, shrinkage, and service levels.
- Demonstrable experience managing performance against KPIs and SLAs.
- Solid understanding of quality assurance frameworks in a contact centre environment.
- Experience using relevant SaaS platforms such as Salesforce, Zendesk, or similar CRM and ticketing systems.
- Strong analytical, reporting, and forecasting skills.
- Excellent stakeholder management and communication skills.
Benefits:
- Flexible working hours
- Professional development opportunities
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