Sr. Account Manager | Tech Vertical

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Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.

Sutherland Global Services is seeking a dynamic and strategic-thinking person to join us as a Senior Account Manager overseeing one of our growing programs within the Education Tech Vertical. We are a group of forward-thinking and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

• Oversee one of our growing programs within our ed-tech vertical with delivery centers in the United States, Canada and Jamaica.
• Operational responsibility for over 700 employees
• Provide strategies in developing solutions and process improvement, as well as produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations
• Perform strategic analysis of business performance data to address business needs; drive financials to ensure results and commitments are met
• Effectively manage time and keep track of multiple schedules, meetings and initiative
• Formulate a proactive approach in developing trust and professional rapport with employees and team members
• Oversee the design, development, and implementation strategies of quality improvement initiatives; translate knowledge of subject and business needs into clear strategic business plans, as well as manage performance and service quality, to guarantee customer satisfaction
• Manages the annual operating budget starting in January, partnering with Finance for planning and forecasting.
• Executes mid-year and year-end budget reviews to track performance and adjust spend.
• Owns all Help Desk financials
• Oversees costs tied to key third-party vendors.
• Supports financial oversight in AAR across product and vertical segments.
• Contributes to renewals and growth planning
• Lead and oversee daily operations and service delivery for the contact center in US (remote) and Egypt (B&M).
• Manage program financials, including budgeting, forecasting, and cost optimization.
• To identify and prioritize productivity opportunities (areas for automation) to reduce repetitive administrative tasks, transformation initiatives to improve processes, technology, and customer experience. Manage and develop a high-performing team, including hiring, coaching, and staff development.
• Establish and monitor key performance indicators to ensure operational excellence and continuous improvement.
• Foster strong relationships with clients and stakeholders to understand requirements and deliver value.
• Implement effective performance management processes to motivate and retain top talent.
• Collaborate cross-functionally to resolve issues and enhance customer satisfaction.
• To lead the development Process/ SOP's, identifying what is required to build a scalable and efficient process for the program.
• Identify Business Development opportunities, drive program growth, and implement strategic initiatives to expand service offerings.
• Ensure compliance with organizational policies, industry standards, and regulatory requirements.

• 10+ years of senior leadership/management experience within the BPO industry; experience managing customer/tech support is highly preferred
• Ed Tech vertical experience will be a major plus.
• Experience managing LOBs across multiple countries and/or geographies
• Excellent client management skills, including communication, presentations, and use of organization structure to deliver
• Ability to be travel as needed in Sutherland geographies and client sites
• Strong analytical skills: be able to interpret data, identify trends, and make suggestions for improvements
• Understanding and use of contact center technology systems. For example, automation systems, chat bots, self-help, knowledge management, CRM, IVR and connectivity platforms
• Postgraduate or Graduate…