The future of global client management in BPO and advisory: Building partnerships that last | Interview

Client relationships are not built on processes alone. They grow through trust, clear communication and the ability to deliver consistently across borders. At Accace, client care is a shared responsibility, supported by global coordination and local expertise and shaped by a strong community of professionals working together.

We spoke with Katarína Fábriová, Global Account & Project Management Lead at Accace, about the future of global client management: what it takes to build trusted partnerships, ensure a consistent client experience worldwide and stay one step ahead through proactive communication and collaboration across the Accace community.

Building strong, long-term client relationships is at the heart of what we do. But what does a trusted partnership mean to you in practice?

For me, a trusted partnership goes beyond formal agreements and contractual obligations. In practice, it means building relationships founded on mutual respect, transparency and reliability. It requires truly understanding the client’s needs, communicating openly and proactively and consistently delivering high-quality solutions tailored to their specific context and long-term goals.

A trusted partnership also means being a proactive advisor: anticipating challenges and offering guidance that helps optimise outcomes. Ultimately, it’s about supporting the client’s success and ensuring they feel confident that we are fully committed to their goals.

How do we ensure that clients across different countries receive a consistent, high-quality experience while still respecting local specifics?

At Accace, the Global Account Manager plays a key role in ensuring a consistent, high-quality experience for clients across all countries. Under the Accace Circle umbrella, we provide a single point of contact, a clear escalation path and centralised billing, ensuring transparency and alignment at every level.

At the same time, our local teams deliver fully compliant payroll and accounting services, staying up to date with legislative changes and country-specific requirements. This combination of global oversight and strong local expertise allows us to maintain consistency while respecting the unique regulations and practices of each market.

Accace’s community is built on collaboration and shared knowledge. How does that community spirit translate into better client care?

Our community is truly one of Accace’s strongest differentiators. From my experience as a Global Account and Project Lead, I see every day how collaboration across countries and teams directly benefits our clients.

When challenges arise, I can quickly draw on insights and best practices from colleagues in other markets. This helps us deliver solutions that are not only compliant and reliable, but also well thought through and adapted to each client’s situation. Clients are never supported by just one person. They benefit from the collective expertise of the entire Accace community.

Many clients say they value the proactive communication they get from Accace. How do we stay one step ahead in anticipating their needs?

Staying one step ahead starts with truly knowing our clients and understanding their business in depth. We closely monitor legislative changes, market developments and potential risks, so we can address issues before they become problems.

By combining global insight with local expertise, we can offer solutions that save time, prevent unnecessary complications and make day-to-day operations easier for our clients. It’s a mix of foresight, careful preparation and attentive listening, making sure clients feel supported even before they realise they need help.

“Staying one step ahead starts with truly knowing our clients and understanding their business in depth.”

Katarína Fábriová | Global Account & Project Management Lead at Accace

Feedback plays an important role in developing our services. How do you collect and use client feedback to drive improvement?

Client feedback is a key driver of continuous improvement within Accace. Each year, we conduct a customer satisfaction survey, where clients can rate different aspects of our services and provide written feedback.

In addition, we hold regular service review meetings, giving clients the opportunity to share their feedback directly and discuss it in real time. During implementation projects, we also take time at key milestones to reflect on what worked well and where improvements can be made. By combining structured feedback with open dialogue, we ensure our services evolve alongside our clients’ needs.

Looking ahead, what do you see as the next big step in how we approach client relationship management at Accace?

The next step is becoming even more proactive and insight-driven. Beyond responding to client needs, we aim to anticipate them by combining data, experience and close collaboration across our global teams.

This approach allows us to identify opportunities early, prevent potential challenges and offer solutions before clients ask for them. It’s about moving from excellent service delivery to true strategic partnership, where we actively contribute to our clients’ growth and long-term success.ese elements come together. We are not only processing data; we are helping clients understand it, use it and move forward with clarity. That combination of outsourcing and consultancy is what sets Accace apart.

Global service delivery that keeps your business moving

At Accace, the future of global client management and services is built on trust, insight and seamless coordination across countries. With dedicated global account leadership, strong local expertise and a collaborative international community, we ensure a consistent, high-quality client experience worldwide.

By combining global oversight with hands-on local delivery, we support clients throughout their business journey, from daily payroll and accounting operations, tax or legal advisory, to complex multi-country projects. Our approach helps you simplify communication, reduce risk and focus on growth, while we take care of coordination and continuity.

Katarína Fábriová

Global Account & Project Management Lead | Accace

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