Strategic Account Management Director

Job Summary

At Qualfon, we strive to Be the Best and Make Each Person’s Life Better by being the best professional version of ourselves that we can be, and as a result, positively impacting our associates, peers, and customers.
We’re looking to add talent to our Strategic Account Management (Client Services) team…could this be your next opportunity?

Reporting to the Senior Vice President of Strategic Account Management, you will be in a unique position to help influence achieving our mission: to be the best and make each person’s life better by creating, maintaining and expanding relationships with our customers to grow a profitable book of business. You’ll succeed in this role by leveraging your expertise and passion for customer experience, including using trends and technologies critical for delivering outstanding customer experiences while meeting your clients’ complex and ever-changing business objectives.
As a Qualfon Director of Strategic Accounts, you’ll manage and balance your clients’ strategy, needs and objectives with those of the business, leveraging the right human and technology resources to meet your revenue goals while ensuring our customers’ success.

Your daily life at Qualfon will entail:

• Owning the relationship with our clients within your assigned portfolio
• Collaborating with your operations partners to ensure that client KPIs are met and your performance is well-positioned to support client growth
• Owning and driving the development of both short- and long-term strategic account plans to include growth within key geographies, presenting and implementing Qualfon’s labor and technology enabled solutions, and cross-selling Qualfon’s diverse capabilities including our digital customer lifecycle management and expectations
• Creating and/or overseeing cadence within your portfolio, including weekly, monthly, and quarterly business reviews, engagements and 1x1s. You’ll align with your operations leaders, client services manager, and client on the agendas, formats and content of these meetings
• Leveraging the goodwill you build within your account(s) to unlock opportunities for additional growth or new business opportunities within your client’s organization
• Maintaining overall satisfaction of your clients and formulating and implementing strategies to meet or exceed client satisfaction expectations as measured in our annual client survey
• Leading by example with your bias towards action and commitment to doing business the right way and with integrity
• Navigating the political landscapes within your clients’ and Qualfon’s organizations, successfully
• Generating and driving solutions and geography strategies for proactive and reactive proposals
• Developing and mentoring account managers, as needed and required, to own their respective client relationships and grow their respective lines of business and/or account assignments
• Travel up to 50%

Voluntary Self-Identification of Disability Form

Area of expertise (Skills)

Your background:

• 5+ years of BPO operations and/or Account Management experience
• Desire to further grow your skills in strategy, sales, and the business-side of the contact center and BPO business
• Desire to lead and develop others
• Highly adaptable and resilient, in a fast-paced environment with sometimes tight deadlines
• Experience working with leaders on client-side organizations
• Experience with negotiation and conflict resolution
• Experience independently leading complex contract negotiations and renewals
• Fundamental understanding of customer experience operations including financial metrics and outcomes, workforce management, recruiting/hiring, training, the agent experience, and driving operational excellence and efficiencies. You have a desire to learn more about the latest trends in CX including automation, AI, speech analytics, and other aspects changing how customer experience is delivered
• Confidence and comfort building relationships with your client business leaders at the senior leadership level, and ability to effectively work with their direct reports
• A natural leader and decision-maker interested in doing more with cross-functional teams to diagnose and solve complex business problems
• Bachelor’s degree in business, marketing, or similar field preferred, and MBA is a plus

Other Skills and Experiences (Min)

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 $130,000 - $165,000 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.