Director, Strategic Account Management

The Strategic Account Manager (SAM) is responsible for retaining, expanding, and deepening relationships with key BFSI and Healthcare clients. This role owns the commercial health, client satisfaction, and growth strategy of assigned accounts, serving as the primary point of accountability for revenue retention, expansion, and long-term partnership value. The SAM partners closely with Delivery, Operations, Solutions, Finance, and Executive Leadership to ensure strong execution while proactively identifying opportunities to expand scope, improve outcomes, and align services to evolving client needs.

Benefits & Time Off: As a full-time position, Company benefits are offered in compliance with the Affordable Care Act (ACA), state and federal law, and Company policies. These benefits include 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, and 401k.
Full-time employees are eligible to receive paid time off (PTO) benefits based on the Company's current paid time off policies and in accordance with applicable state law. Further, Colorado residents are eligible for Paid Sick and Safety Leave, per applicable state law provisions and Company policy. All benefits are subject to any plan changes at the Company's sole discretion.

Compensation: this position will be paid on a salaried basis with a pay range between $100,000 and $110,000 annually depending on prior experience. This base pay is subject to all applicable statutory deductions and authorized withholdings as required by law. This base pay is also subject to any authorized deductions to contribute toward the employee's portion of benefits premiums and/or 401(k) contributions.

EQUAL OPPORTUNITY STATEMENT QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.

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Client Relationship & Retention

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

Revenue Growth & Expansion

• Own revenue retention, expansion, and margin performance for assigned accounts
• Identify and drive upsell and cross-sell opportunities, including new services, geographies, and channels
• 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

Operational & Financial Oversight

• 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

Cross-Functional Leadership

• 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

Industry & Domain Expertise

• 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

• 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

Key Competencies

• Strategic thinking and consultative selling
• Relationship-driven leadership
• Data-driven decision making
• Financial and commercial discipline
• Strong execution and follow-through
• Ability to operate in fast-paced, complex environments

Success Measures

• Client retention and renewal rates
• Revenue growth and expansion
• Margin performance
• Client satisfaction (CSAT/NPS)
• Delivery performance and SLA attainment
• Strength and depth of client relationships