Client Partner (BPO)

• *All interviews will be conducted remotely (online or by phone).

Pontica Solutions is an award-winning outsourcing company that specializes in delivering innovative customer experience (CX) solutions to our global clients in diverse industries such as High-Tech, FinTech, Healthcare, Games and Entertainment, E-commerce, Renewable Energy and Utilities, Logistics, and more.

We are seeking a dynamic and experienced Client Partner to join our team. The ideal candidate will be responsible for managing a diverse portfolio of clients across various industries, ensuring the highest level of service delivery and client satisfaction.

This role involves maintaining existing client relationships, expanding business within those accounts.

Key Responsibilities:

• Client Relationship Management: Build and maintain strong, long-lasting client relationships. Act as the primary point of contact and manage all aspects of the client business relationship, ensuring the highest levels of performance and client satisfaction.
• Account Expansion: Identify opportunities for business expansion within existing accounts, propose and implement solutions that meet clients' objectives.
• New Business Acquisition: Develop new business with existing clients and/or identify areas of improvement that will lead to new client acquisition.
• Team Leadership: Lead, manage, and mentor teams, including managers, fostering proactive and efficient practices. Ensure optimal team performance and outcome alignment with client expectations.
• Project Management: Lead project management efforts to ensure timely delivery of services. Utilize strong organizational and time management skills to handle multiple client projects simultaneously.
• Operational Excellence: Oversee daily operations, drive continuous improvement initiatives, and adapt to changing environments to ensure operational excellence.
• Performance Metrics: Monitor and analyze key performance indicators (KPIs) and generate detailed reports on client account status. Use findings to improve practices and processes.
• Cross-functional Collaboration: Work closely with other departments, including IT, Sales, and Operations, to ensure that client needs are met with the highest standards of service.
• Cultural Integration: Promote and embody the company’s culture, encouraging a flexible working style and collaborative approach.

Requirements:

• Minimum of 3 years’ experience in a client-facing role such as Client Partner, Account Manager, Customer Success Manager, or Operations Manager in the BPO/ITO industry or a SaaS company.
• Proven ability to manage multiple client accounts at a strategic level, with a focus on maintaining and growing client relationships.
• Excellent communication, negotiation, and presentation skills.
• Strong project management and time management skills.
• Self-sufficient, proactive, and capable of making high-stakes decisions swiftly and effectively.
• Demonstrated leadership ability in managing both client-facing and internal teams.
• Capable of working effectively in a dynamic, fast-paced environment.

Why Pontica Solutions?

• An attractive remuneration + annual appraisal review. Referral bonuses.
• Standard working hours Monday-Friday.
• 20 days of paid leave per year + 5 additional + 2 days off for volunteering.
• Full training provided.
• Additional health insurance and other social benefits. Exclusive discounts & offers.
• Digital food vouchers.
• Open-minded management team promoting innovation, and personal and professional development.
• Permanent employment; full-time.