Account Manager

  • Management & Executive Jobs
  • Sofia, Bulgaria
  • Language: Customer Service - General


Top level job

Company profile

As a customer service oursourcing company, our client rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics. They have been helping customers across industries from financial services to healthcare, achieve greater agility through transformed and automated customer experiences for over 30 years. With a HQ in the USA, the company employs thousands of professionals spanning 19 countries around the world. In Bulgaria they have 2 office locations in Sofia with over 1000 people and smaller premises in Burgas and Varna.


The job

As an Account Manager, you will oversee and be responsible for KPI performance, staffing/capacity planning, training, operations, quality, reporting, and employee engagement. The Account Manager will interact with a variety of customers including front line consultants, Team Managers, Account Managers, senior leaders, and the client – a leading brand in the hospitality industry.


  • Manage all aspects of the service delivery operations, customer interaction and work with peers to drive strong people management and implement quality initiatives
  • Drive Operational initiatives/projects to improve productivity, customer and client satisfaction, staffing and sourcing for the account including design, implementation and monitoring of staffing and sourcing model 
  • Develop an organization prepared to handle people and business growth, handle group-level financial responsibilities and regular business change, and deliver responsive and quality support services to all customer segments
  • Engage with and develop a high quality relationship with clients 
  • Drive innovative thinking to create a high quality tech support and customer retention delivery model 
  • Develop team managers and top quality support personnel who can provide technical leadership to the group
  • Accountable for P&L and site account budget 
  • Ability to define, develop, and implement highly successful service delivery strategies and programs in conjunction with stakeholders 
  • Understanding of Enterprise eco system in technology and enterprise class products and services
  • Managing a full unit financial budget and P&L 
  • Effective negotiation skills across cultures and distances, and proven ability to handle difficult & sensitive situations 
  • Ability to demonstrate business leadership across global and regional stakeholders and clients
  • Performs other lawful tasks delegated by his/her manager
  • Adhere to the rules and regulations of the company
  • Adhere to the non-disclosure agreement

We ask

  • 3+ years of people management experience (teams of 50 to 100)
  • 5+ years in customer service
  • Excellent communication (both written & verbal presentation) skills
  • Fluency in English
  • Fluency in Bulgarian is desirable
  • Outsourcing / BPO or shared services experience
  • Experience in organization change management
  • Relevant experience in a hospitality environment is a strong advantage

Note: Our client will only consider applicants with the nationality (or work permit) of one of the EU/EEA countries, and NOT in need of work permit to be arranged.

Work permission:

Yes, I am a national of a EU/EEA country, I have general work permission for the country of the vacancy I applied for

We offer

• A good an fast-paced work environment;
• Competitive salary and bonus based on the account performance
• Excellent social benefits package;
• Provides you a great training
• Promote-from-within advancement opportunities;
• Employee recognition programs;
• Team Building and social activities, participation in voluntary work, charity causes, etc.;
• Support you with a Buddy system and with a relocation package;
• Good office location

Shortlisted candidates (applications that show evidence for the relevant management experience required and EU/EEA nationality or work permit) will be contacted via e-mail within 2 working days. If your CV covers the requirements and you do not receive an e-mail from us, you can reach us via online chat at

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