The Role:
The Strategic Account Manager owns a portfolio of the company's client accounts and is accountable for retention, expansion, and referral generation through proactive, disciplined account management. This role services existing accounts with a structured operating rhythm: every account has a defined contact cadence, a documented next action after every interaction, and a measurable referral pipeline feeding the sales team.
This position is externally focused and leads day-to-day client relationships, job order intake, business reviews, expansion identification, billing dispute resolution, and contract-request support for the accounts they own. Success is defined by accounts that grow seats, stay, and generate qualified referrals, supported by accurate CRM data and consistent follow-through.
Essential Functions:
- Own a defined portfolio of accounts across three service tiers and run each at its required cadence: Tier 1 (top accounts) weekly to biweekly, Tier 2 (growth and new accounts) monthly or more frequent, Tier 3 (maintenance and billing-resolution accounts) monthly or less.
- Manage roughly one-third of the client portfolio (approximately 30–35 accounts), one of three account books, with full ownership of the client relationship.
- Proactive management: after every client call or issue, log one next action and a deadline in the CRM. No open loops.
- Actively harvest referrals and new-business leads from client relationships and hand them to the sales team with enough context to pursue; report referral pipeline weekly.
- Identify and qualify seat and service expansion opportunities within assigned accounts; track seat growth and maintain accurate account data as forecasting tooling is established.
- Gather, refine, and submit job orders with clarity and accuracy so Recruitment can execute without rework.
- Conduct regular business reviews, presenting results, risks, and opportunities clearly to clients and internally.
- Resolve client billing disputes, coordinating with Finance to bring them to closure.
- Review and summarize contractual requests and changes for clients and the CSO, ensuring accuracy and clarity.
- Partner closely with Team Leaders and Operational Managers to understand the day-to-day delivery and operational realities of each account and represent them accurately to clients.
- Coordinate with the global recruiting team (Colombia and Philippines) through structured, asynchronous feedback rather than standing one-to-one meetings; document staffing signals that indicate expansion.
- Maintain disciplined CRM (Microsoft Dynamics) usage: client interactions, next actions, job orders, forecasting inputs, and account status accurately recorded.
- Operate from the Client Success playbook: standard engagement topics, questions to ask, insights to offer, and follow-up process.
- Represent the company with professionalism and consultative insight in all client interactions.
Education and Experience
- Bachelor’s degree in business, communications, or related field preferred; equivalent experience accepted.
- Deep, extensive experience in the BPO / offshore staffing industry required.
- Demonstrated success in B2B account management or client success, owning a portfolio of accounts and driving measurable retention and expansion.
- Proven ability to manage 25–40 accounts with consistent follow-through and effective prioritization across tiers.
- Experience supporting U.S.-based clients in a fast-changing, high-growth environment preferred.
Knowledge, Skills, and Abilities
- High-level professional English, written and spoken. Must comprehend nuanced client conversations and communicate clearly and confidently; an accent is not a concern, comprehension and articulate professional communication are. English is the working language.
- Strong client relationship management skills, with confidence leading meetings, setting expectations, and driving outcomes independently.
- Proactive operator who builds and sustains a consistent contact cadence across the portfolio.
- Highly organized and self-directed; manages a high-volume, multi-tier portfolio with consistent accuracy and follow-through.
- Skilled in CRM administration and disciplined data entry; Microsoft Dynamics preferred.
- Confident presenting data, trends, and account insights to clients and internal teams.
- Adaptable and flexible in a growing, young company: comfortable learning new tools and executing through change. Several systems, including forecasting, are still being stood up.
- Curiosity for emerging technologies and AI-driven productivity tools.
Performance Expectations
KPIs are set in partnership with the Chief Sales Officer and reviewed quarterly using a balanced scorecard:
- Net new seats generated within assigned accounts
- Qualified referrals delivered to the sales team (volume and conversion)
- Client retention and account stability
- Volume and quality of job orders submitted
- Timely resolution of client billing disputes
- Cadence compliance: every account contacted at its tier frequency, every interaction logged with a next action
- CRM data accuracy and forecasting reliability as tooling matures
Work Environment
Remote, professional work environment requiring reliable internet and a workspace suitable for client-facing video collaboration.
Physical, ADA, and Travel Requirements
- Ability to remain in a stationary position for extended periods.
- Ability to operate a computer and standard office equipment.
- Occasional movement to access files or equipment (up to 30 lbs).
- Effective written and verbal communication.
- Travel is not required; occasional virtual meeting flexibility needed to support U.S.-based clients and teams.
Disclaimer & Acknowledgement
This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee. Duties, responsibilities, and activities may change at any time, with or without notice.