Qualfon

Director, Strategic Account Management

Qualfon

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $100,000 - $110,000 per year

Job Level

Lead

About the role

  • 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

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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
BPOCXmanaged servicesrevenue retentionupsellcross-sellcontract complianceprocess optimizationautomationdigital transformation
Soft Skills
relationship managementexecutive communicationstakeholder managementclient satisfactionrisk mitigationstrategic planningaccountabilityinnovationproactive problem solvingfinancial acumen