Vice President, Strategic Account Management

Qualfon•,

About The Position

The Strategic Account Manager (SAM) is responsible for retaining, expanding, and deepening relationships with key 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.

Requirements

Experience in BPO, CX, or managed services
Proven success managing and growing complex small to mid-size accounts
Strong experience supporting Telecom and Retail 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
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
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

Responsibilities

Serve as the primary relationship owner for assigned 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, 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
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 Telecom and Retail 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