Vice President, Client Services - Technology

Maximize Your Impact with TP Welcome to TP, a global hub of innovation and empowerment, where we redefine the future. With a remarkable €10 billion annual revenue and a global team of 500,000 employees serving 170 countries in over 300 languages, we lead in intelligent, digital-first solutions.

As a Great Place to Work certified in 72 countries, our culture thrives on diversity, equity, and inclusion. We value your unique perspective and believe that your talent is the missing piece that completes our vision for a brighter, digitally driven tomorrow.

The Opportunity “Global Sales Account Manager” – responsible for managing new and existing contracts, lead RFPs, timely closure of Invoices and payments within TAT, determine and negotiate pricing for new business/transition to new pricing model, overall business development (growth).

In this role, you will foster a strong relationship with a Leading technology vertical client(s) with operations across multi geos to deliver on clients’ objectives, maintain high client satisfaction, add value to the client relationship, and provide farming opportunities and growth in the market share through all TP Solutions offered. “Passion for People" is vital as these are senior leaders within the Technology vertical.

As a client leader, you’ll collaborate with other members of the global site-level leadership teams to develop the overarching client relationship & vision and offer targeted solutions to help improve their overall business.

The Responsibilities & Duties

• Manage and lead a large global technology account, spanning several continents with multiple stakeholders, client leaders and business needs. Have full “SAM” responsibility and accountability.
• Leverage knowledge of the Technology vertical and BPO industries to provide strategic direction and executive leadership over client/Teleperformance relationships.
• Drive new revenue streams by upselling and cross-selling BPO services within existing accounts.
• Cultivate client relationships at senior levels and with all relevant client stakeholders to maximize the reputation and growth of TP business with each client account.
• Lead a team of account management experts to ensure we monitor and calibrate customer service quality and recommend product and streamline the client experience across performance reviews, invoicing, etc.
• Ensures the client’s business retention, developing broad and deep relationships across the client accounts.
• Partner with the TP Transformation team to recommend and develop new capabilities and strategic solutions for TP clients and prospects.
• Create an environment that offers excellent client service; ensure account managers consistently drive operations to meet or exceed all financial and non-financial KPIs.
• Attend internal weekly, monthly, and quarterly business reviews, building a cohesive client relationship.
• Act as an escalation point for client issues that normal channels have not resolved.
• Assume accountability for delivering transformative, value-added client solutions services in support of multiple account managers, contact center agents, technology professionals, and project managers.
• Oversee and support, where needed, all aspects of implementing new clients as needed, ensuring management, compliance, and reporting for all contact center operations, including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, etc.
• Demonstrate an awareness of the range of services Teleperformance provides and match them with the overall client strategy for program-level enhancement.
• Facilitate client visits, audits, and tours while demonstrating knowledge and awareness of the Teleperformance business and the ability to present this to suit client needs.

The First-Year Objectives

• Ensure the highest level of client satisfaction in all that we do. Build critical internal and external Director/VP partnerships that promote high-performing teams and achievement of business objectives.
• Become a trusted strategic partner to our clients by evaluating operations and driving deep business transformation opportunities that result in value creation and strength of the partnership. Grow the business by launching innovative digital solutions that help our customers improve satisfaction, increase market share, and lower costs.
• Act as a Technology vertical subject matter expert throughout our organization to help with sales and marketing opportunities for the Technology segment we support.

The Qualifications

• Bachelor’s Degree preferred and/or equivalent experience in business related field.
• Minimum 8+ years of experience in a contact center environment.
• Experience in a BPO / Call Center Operations environment.
• Must have a consultative sales background in both hunting and farming with a proven track record of meeting sales targets Identify and target high-potential growth opportunities within the accounts.
• Drive new revenue streams by upselling and cross-selling BPO services within existing accounts.
• Analyse market trends and customer need to ensure our offerings align with industry demands.
• Proven success with senior level client-facing interactions related to planning, business reviews, and business development.
• Technology stream experience preferred to manage operational functions and extensive account management while interfacing with complex client organizations.
• Serve as a Consulting Leader, bringing Technology industry expertise to TP’s clients as we develop better solutions for our global partners.
• Leverage industry expertise and market sensibilities to propose a forward-leaning refinement or extension of TP’s practice offerings; lead in managing strategic control points in developing these offerings.
• Extensive background in project management and project implementation.
• Strong financial management skills (i.e., P&L, pricing negotiation)
• Demonstrated ability to negotiate win-win agreements.
• Client-facing and executive presentation skills.
• Successful track record in peer collaboration.
• Excellent ability to understand client business drivers and objectives.
• Demonstrated decisiveness and leadership.
• Medium travel requirement.

Pre-Employment Screenings By TP policy, employment in this position will be contingent on your successful completion of and passage of a comprehensive background check, including global sanctions and watchlist screening.

Important | Policy on Unsolicited Third-Party Candidate Submissions TP does not accept candidate submissions from unsolicited third parties, including recruiters or headhunters. Applications will not be considered, and no contractual association will be established through such submissions.

Culture & Belonging At TP, we are committed to fostering a diverse, equitable, and inclusive workplace. We welcome individuals from all backgrounds and lifestyles and do not discriminate on the basis of gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.