Key Accounts Manager
Customer Contact ServicesFort Wayne, IN
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Overview
Schedule
Full-time
Career level
Director
Remote
Hybrid remote
Benefits
Health Insurance
Dental Insurance
Vision Insurance
Job Description
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.Key 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.
- 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.
- 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.
- Hybrid remote option
- Medical insurance (full-time employees)
- Dental and Vision insurance (full-time employees)
- 401k
- Paid time off
- Life insurance
- Paid company observed Holidays
- Advancement opportunities
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FAQs About Key Accounts Manager Jobs at Customer Contact Services
What is the work location for this position at Customer Contact Services?
This job at Customer Contact Services is located in Fort Wayne, IN, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.
What pay range can candidates expect for this role at Customer Contact Services?
Employer has not shared pay details for this role.
What employment applies to this position at Customer Contact Services?
Customer Contact Services lists this role as a Full-time position.
What experience level is required for this role at Customer Contact Services?
Customer Contact Services is looking for a candidate with "Director" experience level.
What benefits are offered by Customer Contact Services for this role?
Customer Contact Services offers following benefits: Health Insurance, Dental Insurance, Vision Insurance, Life Insurance, Paid Holidays, Paid Vacation, Career Development, and 401k Matching/Retirement Savings for this position. Actual benefits may vary depending on the employer's policies and employment terms.
What is the process to apply for this position at Customer Contact Services?
You can apply for this role at Customer Contact Services either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.