Vice President, Strategic Account Management

Vice President, Strategic Account Management

Qualfon

USD $175,000.00 - USD $200,000.00 /Yr.

paid time off, short term disability, long term disability, 401(k)

United States, Michigan, Highland Park

13700 Oakland Avenue (Show on map)

May 13, 2026

Vice President, Strategic Account Management

ID

2026-57132

Category

Sales

Posting Location : Country

US

Position Type

Full-Time

Remote

Yes

Overview

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.

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 $150,000 and $175,000 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 -

Responsibilities

Client Relationship & Retention

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

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 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

Qualifications

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

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

Pay Range

USD $175,000.00 - USD $200,000.00 /Yr.