Job Title:

Sr Director- Portfolio Leader

Job Description

The Portfolio Leader plays a crucial role within the Go-to-Market organization, reporting directly to the Sector Leader. The Portfolio Leader is responsible for managing specific accounts within a Portfolio, which can range from a single customer to multiple customers. The primary focus of a Portfolio Leader is to build, nurture, and grow those client relationships, own or facilitate executive relationships, ensuring client satisfaction and achieving business growth objectives. The Portfolio Leader has day-to-day line management responsibility for Account Executives working within their Portfolio.

Overview:

The Portfolio Leader plays a crucial role within the Go-to-Market organization, reporting directly to the Sector Leader. The Portfolio Leader is responsible for managing specific accounts within a Portfolio, which can range from a single customer to multiple customers. The primary focus of a Portfolio Leader is to build, nurture, and grow those client relationships, own or facilitate executive relationships, ensuring client satisfaction and achieving business growth objectives. The Portfolio Leader has day-to-day line management responsibility for Account Executives working within their Portfolio.

Budget Responsibility

The Director has an annual revenue responsibility between circa 50 million USD and 200 million USD and is also accountable for meeting growth and client satisfaction targets.

Essential Functions/Key Responsibilities:

Sector Knowledge and Expertise:

• Demonstrates strong understanding and knowledge of BPO and Technical Services associated with their allocated Portfolio and industry sector.

• Develops and executes the Portfolio strategy across all levels of the organization. Can develop the long-term growth strategy for Concentrix within the allocated Portfolio and in line with the sector strategy. Supports the Sector Leader in the development of that sector strategy.

• Leverages expertise and communication skills to speak at forums both internally and externally.

Account Management and Business Growth:

• Builds and maintains strong, long-term relationships with assigned clients. These relationships should reflect coverage of the client’s comprehensive buyer personas, including but not limited to the CIO, CMO, CTO and CXO ensuring a partnership charter with their team.

• Drives development of sustainable and profitable strategic account plan for clients within portfolio that addresses whitespace planning, cross-selling and up-selling opportunities and incorporates the full extent of Concentrix services. Ensures Financial KPIs (revenue, new business signings, gross margin) are met, maximizes the share of TAM (total addressable market) within client(s).

• Ensures clients within the portfolio fully benefit from Concentrix Technology offer (internal and Technology Partnerships). Aligns Concentrix Technology solutions with client’s business opportunities and strategy.

• Demonstrates the gravitas and maturity to engage and hold the attention of the C-Level within the Portfolio accounts. Facilitates executive relations between Client and Concentrix; acts as an owner of such relations on select account.

• Helps identify and progress Tier 4 (Transformational) opportunities.

• Ensures proactive risk management is put in place for the Portfolio: mitigating financial, competitive, and technological threats.

• Ensures portfolio team achieves exceptional client satisfaction including fulfilling all contractual obligations while providing robust, tailored solutions to effectively address and exceed client expectations. Works closely with Client Success, Practices, Catalyst, etc. to ensure consistent, high quality service delivery. Drives development and monitoring of improvement plans if required.

• If needed, acts as a point of escalation for clients, addressing inquiries, resolving issues, and providing regular updates.

• Analyzes market trends and client data to identify growth opportunities and make informed recommendations to the client.

• Assists Sector Lead in development and execution of the strategy for new client acquisition within the Portfolio

Team management and Talent Development:

• Strategically selects and implements the optimal structure for the Portfolio team, ensuring talents are appropriately assigned. Oversees talent transitions to minimize any business disruptions.

• Provides strategic direction to the team of Account Executives, ensuring alignment with company goals and culture.

• Mentors and coaches Account Executives, providing guidance on best practices, sales techniques, and professional development.

• Conducts regular performance evaluations, providing constructive feedback and recognizing high performance. Addresses performance issues promptly and effectively, developing improvement plans as needed.

• Acts as a role model within the Portfolio team and ensures that the Concentrix Culture is embedded.

Strategic Collaboration:

• Collaborates with Sector Leads, Portfolio Leaders, and other internal teams to align account strategies with overall business objectives.

• Supports Sector Leads in the creation of appropriate client forums for marketing and PR purposes to ensure that Concentrix is the leading customer experience and technology provider in the sector

• Drives innovation and continuous improvement in account management practices.

Reporting and Analytics:

• Monitors and reports on Portfolio performance, providing insights and recommendations for improvement. Ensures team provides regular reporting on sales activities (Sales Force or any other internal system).

• Gathers and shares client feedback and insights with internal teams to inform strategy and improve service offerings.

• Uses data and analytics to make informed decisions and optimize account management strategies.

Professional Development:

• Stays updated on industry trends, emerging technologies, and best practices in account management.

• Participates in training and development programs to enhance skills and knowledge.

• Demonstrates leadership within the Portfolio, contributing to a positive and collaborative team environment.

Qualifications:

• Bachelor’s degree in Business Administration, Marketing, or a related field with 12+ years of experience (3 years of management experience).

• Extensive experience in account management or client relationship management roles, preferably within the BPO industry.

• Strong communication and interpersonal skills with the ability to build and maintain client relationships.

• Proven track record of meeting or exceeding revenue targets and achieving business growth.

• Excellent problem-solving and conflict-resolution abilities.

• Strategic thinking and the ability to develop and execute growth plans.

• Proficiency in using Salesforce, CRM systems, and other relevant tools.

• Strong organizational and time management skills.

• A “Portfolio” is Concentrix terminology defining a sub-group of accounts within a particular sector

The base salary range for this position is $160,000- $240,000, plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program, 401(k) retirement plan, paid time off and holidays and paid learning days.

The deadline to apply for this position is January 24, 2025.

Location:

USA, UT, Work-at-Home

Language Requirements:

Time Type:

Full time

Physical & Mental Requirements: While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature.

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Concentrix is an Equal Opportunity/Affirmative Action Employer including Disabled/Vets.

For more information regarding your EEO rights as an applicant, please visit the following websites:

•English (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf)

•Spanish (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRightsSp6.12.pdf)

To request a reasonable accommodation please click here (https://jobs.concentrix.com/global/en/reasonable-accomodation) .

If you wish to review the Affirmative Action Plan, please click here (https://jobs.concentrix.com/global/en/affirmative-action) .