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Director, Strategic Account Management
Location
United States
Posted
133 days ago
Salary
$100K - $110K / year
Seniority
Lead
Job Description
Director, Strategic Account Management
Qualfon
• Serve as the primary relationship owner for assigned BFSI and Healthcare accounts • Build and maintain strong executive-level relationships with client stakeholders • Act as a trusted advisor by understanding client business goals, regulatory environments, and operational challenges • Proactively manage client satisfaction, escalations, and risk mitigation • Lead QBRs, executive reviews, and strategic planning sessions • Own revenue retention, expansion, and margin performance for assigned accounts • Identify and drive upsell and cross-sell opportunities • Partner with Sales, Solutions, and Operations to shape proposals, pricing, and commercial models • Support renewals, expansions, and RFP responses for existing clients • Develop multi-year account growth plans aligned to client strategy • Partner with Delivery leadership to ensure SLA attainment, quality performance, and operational excellence • Monitor account financials including revenue, margin, staffing, and productivity • Ensure contract compliance and alignment to commercial terms • Translate operational performance into business value for the client • Act as the internal "quarterback" for the account, aligning stakeholders across: Operations & Delivery, Workforce Management, Quality & Training, Technology & Automation, Finance & Legal • Drive accountability and execution across internal teams • Maintain deep understanding of BFSI and Healthcare domains, including regulatory requirements, compliance standards, and industry trends • Bring forward innovation ideas including process optimization, automation, AI-enabled solutions, and digital CX enhancements • Anticipate client needs and proactively recommend solutions
Job Requirements
- Experience in BPO, CX, or managed services
- Proven success managing and growing complex small to mid-size accounts
- Strong experience supporting BFSI and/or Healthcare clients
- Demonstrated ability to drive revenue retention and expansion
- Executive-level communication and stakeholder management skills
- Strong commercial and financial acumen
- Experience supporting regulated environments (insurance, banking, healthcare)
- Familiarity with contact center operations, digital channels, and back-office services
- Experience working with global delivery models
- Exposure to AI, automation, analytics, or digital transformation initiatives
Benefits
- Medical
- Dental
- Vision
- Employee Assistance Program
- Life and Accidental Death & Dismemberment
- Short Term Disability
- Long Term Disability
- Accident
- Critical Illness
- Hospital Indemnity
- Legal
- Identity Protection
- Pet Insurance
- 401k
- Paid time off (PTO) benefits
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