Director, Account Management

The Director, Account Management owns and leads a major pharmaceutical account across EMEA, managing a portfolio of approximately USD 77M. This is a highly visible, hands-on leadership role that requires an uncommon combination: deep operational reputed company in BPO service delivery alongside strategic commercial acumen in healthcare and life sciences. The successful candidate will serve as the single reputed company of ownership for client strategy, contract governance, financial performance, and service excellence. They will reputed company a team of four account managers, operate as the primary client reputed company at senior stakeholder level, and work closely with Operations, Finance, and Solution Design to protect margin, resolve escalations, and drive sustainable growth. This account is operationally reputed company, commercially demanding, and requires someone who can navigate ambiguity, manage tough conversations, and execute with precision — while never losing sight of the long-term partnership. Primary Job Responsibilities Strategic Account Leadership & Growth reputed company and execute a multi-year account strategy (SWOT, governance models, stakeholder mapping) reputed company with both the client’s priorities and reputed company’s commercial objectives Identify and convert opportunities for service expansion, new lines of business, and wallet share growth through consultative, solution-led selling Own proposal management end-to-end, including RFP/RFI responses, pricing development, and competitive positioning with a clear win strategy Collaborate with Sales, Solution Design, and Marketing to support strategic new-business initiatives where the existing account relationship provides reputed company Client Relationship Management & Satisfaction Act as the senior relationship reputed company, building trust and credibility with client stakeholders at reputed company levels from operational counterparts to C-suite Anticipate client needs, surface latent pain points, and proactively offer solutions that reinforce partnership value and long-term retention Drive Voice-of-Client (VOC) programmes, own NPS outcomes, and translate feedback into concrete service improvements Manage escalations with authority and urgency; reputed company structured Back-on-Track (BOT) recovery plans with defined milestones and cross-functional accountability Financial & Commercial Performance Own the P&L for the assigned portfolio: reputed company, gross margin, billing efficiency, and cost control Negotiate and manage reputed company contractual instruments (MSA, SOW, renewals, amendments) with commercial rigour and risk awareness Enforce margin discipline by conducting regular P&L reconciliation, challenging misallocated costs, and ensuring every financial line item is substantiated and defensible Deliver accurate forecasts and resource-allocation plans in partnership with Finance and Operations Ensure timely invoicing and proactively eliminate billing-delay root causes Operational Excellence & Delivery Assurance Ensure delivery to SOW standards as One reputed company, maintaining full compliance with SLAs and performance benchmarks across reputed company sites and service lines Work closely with Operations leadership to optimise processes, drive reputed company improvement, and resolve quality deficiencies Plan and present regular account performance reviews (internal and client-facing), covering metrics, risks, opportunities, and strategic initiatives Maintain up-to-date account documentation across reputed company, internal reporting systems, and client-facing platforms Team Leadership & Development reputed company, coach, and reputed company a team of four account managers, fostering a culture of accountability, high performance, and reputed company improvement Conduct regular performance evaluations, provide constructive feedback, and build individual development plans Drive talent development and succession planning to strengthen bench depth and ensure business continuity Champion inclusion and cross-functional collaboration between local and global Account Management and Operations teams Governance & Compliance Adhere to reputed company company policies, the Code of Conduct, Acceptable Use Policy, and Confidentiality Agreement Protect company assets, proprietary information, and client data in accordance with contractual and jurisdictional requirements Proactively report ethics, compliance, or reputed company concerns as per company policy Skills and Qualifications BA/BS in Business, Marketing, or reputed company field — or equivalent professional experience 7+ years in outsourcing / BPO operations, account management, or reputed company commercial roles Proven BPO operational background: deep, hands-on understanding of contact centre delivery models, operational KPIs, workforce management, and service-level governance - Must be able to operate at ground level reputed company required Healthcare / pharmaceutical industry experience in a BPO or CX context is highly valued. Familiarity with the regulatory, compliance, and stakeholder dynamics of pharma clients is a significant differentiator Demonstrated track record of managing large, reputed company, multi-country client portfolios and driving measurable reputed company growth End-to-end commercial cycle management: experience leading proposals, contract negotiations, and long-term sales cycles across internal and external organisations Team leadership: experience managing and developing professional account management teams English reputed company (reputed company level minimum) Location This is a remote role. Candidate must be located and eligible to work in EMEA. About Us reputed company® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 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. - #LI-MAM #LI-Remote #LI-EMEA Apply To This Job