Position Title
Director, Account Management
Reports To
Vice President / Senior Vice President, Account Management
Position Summary
The Director and VP of Account Management is responsible for developing and expanding strategic client relationships while driving revenue growth, client retention, operational alignment, and executive engagement across a portfolio of assigned accounts. This leader serves as the primary executive relationship owner, ensuring clients realize measurable business value while partnering closely with Operations, Delivery, Sales, Solutions, Finance, IT, Workforce Management, Quality, and other support functions.
The Director acts as a trusted advisor to executive stakeholders and is accountable for delivering exceptional client experiences, identifying growth opportunities, mitigating risk, and ensuring contractual commitments are achieved.
Key Responsibilities
Client Leadership
- Own executive-level relationships across a portfolio of strategic clients.
- Develop trusted advisor relationships with key decision makers.
- Lead Executive Business Reviews (EBRs/QBRs) focused on business outcomes and strategic initiatives.
- Ensure high levels of customer satisfaction, loyalty, and retention.
- Understand each client’s long-term business strategy and align outsourcing solutions accordingly.
Revenue Growth
- Develop and execute annual account growth plans.
- Identify opportunities for:
- New programs
- Geographic expansion
- Digital transformation
- AI-enabled solutions
- Automation
- Consulting services
- Cross-selling and upselling
- Partner with Business Development on new opportunities within existing clients.
- Meet or exceed annual revenue growth targets.
Financial Management
- Own portfolio P&L performance in partnership with Operations.
- Improve account profitability through commercial optimization.
- Review pricing, change requests, and contract amendments.
- Forecast revenue, margin, pipeline, and client demand accurately.
Strategic Account Planning
- Create annual strategic account plans for every assigned client.
- Maintain executive relationship maps.
- Develop opportunity pipelines.
- Monitor competitive landscape.
- Build client-specific growth strategies.
Operational Partnership
Partner closely with Operations leadership to ensure:
- SLA achievement
- KPI performance
- Continuous improvement initiatives
- Customer Experience enhancements
- Risk mitigation
- Capacity planning
- Workforce optimization
- Serve as the voice of the customer internally.
Executive Relationship Management
Build relationships with:
- VPs
- Procurement leaders
- Operations executives
- Customer Experience leaders
- Finance leaders
- Represent the company during executive steering committee meetings.
Client Governance
Lead:
- Weekly client governance meetings
- Monthly business reviews
- Quarterly Executive Business Reviews
- Annual strategic planning sessions
- Ensure follow-up actions are executed.
Contract Management
- Understand all contractual obligations.
- Manage renewals and extensions.
- Support contract negotiations.
- Identify commercial risks.
- Ensure compliance with contractual commitments.
Risk Management
Proactively identify:
- Client satisfaction risks
- Delivery risks
- Financial risks
- Competitive threats
- Renewal risks
- Develop mitigation plans before escalation.
Cross-Functional Leadership
Collaborate across:
- Operations
- Sales
- Solutions
- HR
- Recruiting
- Finance
- IT
- Quality
- WFM
- Training
- Transformation
- Legal
- Drive alignment around client priorities.
Key Performance Indicators (KPIs)
- Client retention
- Revenue growth
- Gross margin improvement
- Net Revenue Retention (NRR)
- Customer Satisfaction (CSAT)
- Executive relationship health
- QBR/EBR completion
- Opportunity pipeline growth
- Contract renewals
- Upsell/Cross-sell performance
- Forecast accuracy
- Client reference
- Risk mitigation effectiveness
Qualifications
Required
- Bachelor’s degree in Business, Marketing, Communications, or related field.
- 3-5 years of experience in Account Management, Client Services, Customer Success, or Business Development.
- Minimum 2 years in the BPO, Customer Experience, Contact Center, or Outsourcing industry.
- Experience managing enterprise and Fortune 1000 clients.
- Demonstrated success growing multimillion-dollar accounts.
- Strong commercial and financial acumen.
- Excellent executive presentation and communication skills.
- Experience leading executive business reviews.
- Ability to travel as needed.
Core Competencies
- Executive Presence
- Strategic Thinking
- Client Relationship Management
- Financial Acumen
- Commercial Negotiation
- Business Development
- Consultative Selling
- Influencing Without Authority
- Problem Solving
- Conflict Resolution
- Presentation Skills
- Cross-Functional Leadership
- Customer Experience Strategy
- Change Management
- Results Orientation
- Data-Driven Decision Making
Success Profile
The successful Director of Account Management is a strategic relationship leader who builds trust with executives, uncovers growth opportunities, partners effectively with operations, and consistently delivers measurable business outcomes. They balance commercial strategy with operational excellence to create long-term value for both clients and the organization.
Pay: $100,000.00 - $150,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Paid time off
- Retirement plan
- Vision insurance
Work Location: Remote
