About the company
Sutherland is a global company specializing in Artificial Intelligence, Automation, Cloud engineering, and Advanced analytics. They work with iconic brands worldwide, providing market-leading technology and business process excellence. They have created over 200 unique inventions under several patents across AI and other critical technologies.
Responsibilities
- Establish and maintain strong, collaborative relationships with clients and internal stakeholders; actively listen to understand their needs, proactively resolve issues, and consistently exceed expectations.
- Develop and execute comprehensive account strategies based on detailed data analysis, market insights, and keen observations to drive revenue growth and account profitability.
- Analyze performance metrics and client feedback to identify trends, recommend process improvements, and implement solutions that enhance service quality and operational efficiency.
- Oversee account performance and service delivery to ensure customer satisfaction and maintain the highest standards of quality across all client interactions.
- Lead and mentor team members, identifying skill gaps and determining training needs to equip staff with the knowledge and capabilities required for success.
- Manage multiple client accounts simultaneously, maintaining organized schedules, tracking key initiatives, and ensuring timely delivery of commitments.
- Prepare and present data-driven reports and recommendations to senior leadership, demonstrating clear communication and strategic thinking.
- Collaborate with cross-functional teams to customize solutions, streamline processes, and drive continuous improvement initiatives.
- Identify and pursue new business opportunities within existing accounts while maintaining focus on customer retention and satisfaction.
Requirements
- Bachelor's Degree.
- Minimum 3 years of account management, operations, and management experience with demonstrated success in client-facing roles.
- Proven experience in process transformation and operational improvement initiatives.
- Strong analytical skills with the ability to interpret data, identify trends, and make actionable recommendations for improvement.
- Demonstrated leadership capabilities with experience managing and developing mid-size teams (100-200 FTEs is a significant advantage).
- Excellent verbal and written communication skills in German and English; ability to communicate clearly, constructively, and professionally with diverse audiences.
- Exceptional time management and organizational skills; proven ability to efficiently manage multiple priorities, schedules, and initiatives.