Director, Strategic Account Management
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Job Description
Strategic Account Manager responsible for client satisfaction and revenue growth in BFSI and Healthcare sectors. Building executive relationships and driving business value across multiple teams.
Responsibilities:
- 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
- Own revenue retention, expansion, and margin performance for assigned accounts
- Identify and drive upsell and cross-sell opportunities
- 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 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
Requirements:
- 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
Benefits:
- 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
- 401k
- Paid time off (PTO) benefits
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