Vice President, Strategic Account Management

📋 Description

• Act as the primary relationship manager for designated accounts

• Establish and nurture robust executive-level relationships with client stakeholders

• Serve as a trusted advisor by comprehending client business objectives, regulatory frameworks, and operational hurdles

• Proactively oversee client satisfaction, manage escalations, and mitigate risks

• Facilitate Quarterly Business Reviews (QBRs), executive assessments, and strategic planning sessions

• Take ownership of revenue retention, growth, and margin performance for the assigned accounts

• Identify and promote upselling and cross-selling opportunities

• Collaborate with Sales, Solutions, and Operations to develop proposals, pricing strategies, and commercial models

• Assist with renewals, expansions, and responses to RFPs for current clients

• Formulate multi-year growth strategies aligned with client objectives

• Work alongside Delivery leadership to ensure adherence to SLAs, quality performance, and operational excellence

• Guarantee contract compliance and alignment with commercial agreements

• Serve as the internal “quarterback” for the account, coordinating stakeholders across Operations & Delivery, Workforce Management, Quality & Training, Technology & Automation, Finance & Legal

• Maintain an in-depth understanding of the Telecom and Retail sectors

• Propose innovative ideas including process enhancements, automation, AI-driven solutions, and digital customer experience improvements

• Anticipate client requirements and proactively suggest solutions

⛳️ Requirements

• Experience in BPO, CX, or managed services

• Proven track record in managing and expanding complex small to mid-size accounts

• Strong background in supporting Telecom and Retail clients

• Demonstrated capability in driving revenue retention and growth

• Exceptional executive-level communication and stakeholder management abilities

• Strong commercial and financial insight

• Experience in regulated environments

• Familiarity with contact center operations, digital channels, and back-office services

• Experience with global delivery models

• Exposure to AI, automation, analytics, or digital transformation projects

🏝️ Benefits

• Medical, Dental, Vision

• Employee Assistance Program

• Life and Accidental Death & Dismemberment

• Short Term and Long Term Disability

• Accident and Critical Illness

• Hospital Indemnity

• Legal and Identity Protection

• Pet Insurance

• 401k

• Paid time off (PTO) benefits

• Paid Sick and Safety Leave for Colorado residents