Key Accounts Manager

Customer Contact Services•Fort Wayne, IN

1d•Hybrid

About The Position

Customer Contact Services (CCS) is a growing contact center and business process outsourcing company focused on enhancing customer relationships through responsive service, operational excellence, and strong client partnerships. We are looking for a Key Account Manager to join our Client Services team and serve as a trusted partner to assigned client accounts. The Key Account Manager will act as the primary strategic liaison between CCS and key client stakeholders. This role is responsible for building strong client relationships, monitoring service performance, identifying opportunities for account growth, and working closely with Operations, Sales, and Client Services to ensure client expectations are met or exceeded.

Requirements

3–5 years of experience in account management, client services, operations, or a related role.
Experience working in a call center, BPO, or contact-center environment.
Strong understanding of call center metrics and performance drivers.
Excellent communication, presentation, and relationship-building skills.
Ability to manage multiple accounts and competing priorities in a fast-paced environment.
Strong problem-solving skills and the ability to identify risks, trends, and opportunities.
Ability to think strategically while also executing day-to-day responsibilities effectively.
Professional, dependable, and comfortable working cross-functionally with internal teams and external clients.

Nice To Haves

Experience supporting enterprise, high-value, or multi-program client accounts.
Experience using CRM or client management systems.
Background in sales support, renewals, account growth, or client retention strategies.
Experience preparing and presenting client-facing performance reports or business reviews.

Responsibilities

Serve as the primary point of contact for assigned key accounts.
Build and maintain strong, professional relationships with client stakeholders.
Conduct regular client meetings, including weekly updates, monthly reviews, and quarterly business reviews.
Monitor account performance, including SLA adherence, service levels, AHT, QA scores, productivity, and other key metrics.
Partner with Operations and Client Services to address performance gaps, trends, training needs, and client expectations.
Ensure client deliverables, reports, timelines, and service expectations are consistently met.
Proactively identify risks, concerns, and opportunities within assigned accounts.
Prepare and present clear, accurate client performance reports, insights, trends, and recommendations.
Identify opportunities for upsell, cross-sell, renewals, program expansion, or scope changes.
Support account strategy, contract renewal discussions, pricing conversations, and long-term planning.
Assist with onboarding new programs and expanding existing client services.
Ensure client programs operate in compliance with company policies, client contracts, and applicable regulations.
Model professionalism, leadership, and strong communication in all client and internal interactions.
Travel occasionally for client meetings or on-site visits, as needed.
Perform other duties as assigned.