Director, Strategic Account Management
Qualfon, Highland Park, Michigan, United States, 48203
Overview
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.
If you would like to fill out a Voluntary Self-Identification of Disability Form, please visit us at Qualfon.com/join-us -
https://qualfon.com/join-us/
Responsibilities 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
Qualifications
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
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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.
If you would like to fill out a Voluntary Self-Identification of Disability Form, please visit us at Qualfon.com/join-us -
https://qualfon.com/join-us/
Responsibilities 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
Qualifications
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
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