Manager - Account Manager

Company Description

About Sutherland

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

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland

Unlocking digital performance. Delivering measurable results.

Job Description

We are seeking a dynamic and results-driven Manager - Account Manager to join our team in Pristina, Kosovo. In this pivotal role, you will be the strategic partner for our key clients, driving account growth while fostering long-term relationships built on trust and transparency. You will combine analytical expertise with exceptional interpersonal skills to deliver outstanding service and identify opportunities for business expansion. This is an excellent opportunity to make a meaningful impact on our organization's success while advancing your career in a collaborative and innovative environment.

• 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

Qualifications

• 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 simultaneously
• Strong interpersonal and relationship-building skills with a customer-focused mindset and empathetic approach
• Proficiency with MS Office applications and CRM software platforms
• Experience in account strategy development, sales growth, and revenue management
• Strong problem-solving abilities and negotiation skills
• Ability to work collaboratively in a team environment while maintaining individual accountability
• Resilience and adaptability in a fast-paced, dynamic work environment
• Background in the travel industry or related vertical is a major plus
• Preferred: Experience with performance metrics tracking and business intelligence tools