What are the responsibilities and job description for the Enterprise Account Director position at K2services?
Ourmissionis to providemodernized technology platforms,elevated technology support, andvaluable insights, empoweringour clientsto excel inwhat they do best.
The Enterprise Account Director at Opensity Solutionsis responsible fordeveloping and executing account-specific business strategies to drive profitability, client satisfaction, and operational excellence across enterprise accounts. This role serves as the primary escalation point for clients, provides leadership to account teams, and ensures the delivery of optimized, cost-effective solutions through continuous improvement and innovation. The position typically reports to a senior operations or client services leader and is classified asexempt.
ROLES & RESPONSIBILITIES:
Develop and execute strategic account plans to achieve revenue growth, profitability targets, and long-term client retention.
Serve as the primary escalation point for enterprise clients, ensuringtimelyresolution of issues andhigh levelsof client satisfaction.
Provide leadership, guidance, and mentorship to Enterprise Operations Managers and account teams.
Drive operational excellence by implementing efficient service delivery models andoptimizingcost-to-serve.
Build andmaintainstrong relationships with key client stakeholders across multiple locations.
Conduct regular client meetings, including monthly touchpoints and strategic business reviews.
Perform site visits and assessments to evaluate performance andidentifyopportunities for improvement and expansion.
Monitor and analyze key performance indicators (KPIs) and service level agreements (SLAs) to ensure consistent execution.
Lead continuous improvement initiatives,leveragingtechnology and process optimization to enhance service delivery.
Develop, implement, andmaintainstandard operating procedures (SOPs) to ensure consistency and quality.
Design and lead training initiatives to improve team performance and operational effectiveness.
Conduct client and end-user satisfaction surveys and implement improvements based on feedback.
Collaborate with internal resources to deliver innovative, proactive solutions aligned with industry trends.
KNOWLEDGE, SKILLS & ATTRIBUTES:
Strong leadership and account management skills with the ability to drive performance across multiple sites.
Deep understanding of business process outsourcing (BPO) operations and client service delivery models.
Proven ability to manage profit and loss (P&L) responsibilities and achieve financial targets.
Excellent communication, negotiation, and relationship-building skills with senior stakeholders.
Strategic thinking with the ability toidentifyopportunities for growth and operational improvement.
Strong analytical skills with experience using KPIs and SLAs to manage performance.
High levelof professionalism, integrity, and ethical standards.
Ability to manage complex client environments with diplomacy, patience, and sound judgment.
Proficiencyin Microsoft Office and general business systems.
Customer-focused mindset with a commitment to service excellence and continuous improvement.
QUALIFICATIONS:
Education:
Bachelor's degree in Business Administration, Management, ora relatedfield, or equivalent experience.
Experience:
Minimum of 5 years of experience in the business process outsourcing (BPO) industry, including at least 2 years in a management role with significant profit andlossresponsibility. Experience managing multi-site and multi-client operations isrequired.
Technical Skills:
Proficiency in Microsoft Office Suite and familiarity with office technologies, production environments, and operational systems. Ability to analyze performance metrics and generate business insights.
The Compensation range for this role is 130,000 to 160,000 USD per year and may be eligible for an annual bonus. Actual compensation within that range will be highly dependent upon the individual's location, skills, experience and qualifications.
All eligible employees receive access to a comprehensive benefits package, including:
Medical insurance
Dental insurance
Vision insurance
401(k) retirement plan
Paid Time Off (PTO)
Opensity is an Equal Opportunity Employer.
We are committed to providing equal employment opportunities to all applicants and employees and do not discriminate on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.
Employment decisions at Opensity are based on qualifications, merit, and business needs. This policy applies to all aspects of employment, including recruitment, hiring, promotion, compensation, training, discipline, and termination.
Opensity is committed to providing reasonable accommodations for qualified individuals with disabilities, for pregnancy related conditions, and for sincerely held religious beliefs, in accordance with applicable law. We do not tolerate retaliation against individuals who raise concerns or participate in an investigation related to equal employment opportunity.