Vice President, Strategic Account Management (Key Executive Accounts)

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 we can be, and as a result, positively impacting our associates, peers, and customers.

We’re looking to add a talented leader to our Strategic Account Management (Client Services) team. Could this be your next opportunity?

Reporting to the Senior Vice President of Strategic Account Management, this experienced Account Management professional will lead and grow one of our Key Account portfolios.  You will be in a unique position to help influence our mission: to be the best and make each person’s life better by creating, maintaining and expanding relationships with our clients 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 Vice President of Strategic Account Management, you’ll manage and balance your clients’ strategy, needs and objectives with those of the business, leveraging the right human and technology resources to ensure your customers’ success and delivering against the business’s priorities.

Your daily life at Qualfon will entail:

• Owning and driving the development of 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 marketing, print and fulfillment services.  
• Developing strong cross-functional relationships and partnerships internally with the solutions, sales, marketing, and operations organizations to ensure the right resources are aligned to meet your clients’ objectives and expectations.
• Managing and nurturing existing client relationships within your existing accounts or book of business, while working with our marketing organization to unlock and grow new relationships.  You will be responsible for the overall satisfaction of your clients and will formulate and implement 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 with integrity.
• Navigating the political landscapes within your clients’ and Qualfon’s organizations, successfully.
• Leading, mentoring, and/or managing up to several Director-level or Manager-level members of the strategic account management organization as required.
• Travel up to 75%.  

Area of expertise (Skills)

Your background:

• 8+ years of customer success and/or key account management experience.  BPO and customer experience industry background is preferred.
• Experience leading large contract negotiations and renewals with global or complex companies.
• Experience having led and developed direct reports in an account management setting.
• Deep understanding of sales process, methodology, and negotiation, and experience working with a diverse mixture of buying organizations and roles.  This includes having experience driving business development activities including opportunistic strategies, lead generation via targeted and deliberate client-base prospecting, opportunity qualification, client needs assessment, deal management, competitive positioning, product demonstrations, proposal preparation and delivery, and contract development.
• Solid understanding of customer experience and the trends and technologies driving CX including, but not limited to, Contact Center as a Service (CCaaS), digital training and learning, AI and process automation and interaction analytics.
• Confidence and comfort building relationships with your client business leaders at the C-level and senior leadership level, and ability to effectively work with their direct reports.
• A natural leader and decision-maker with experience helping cross-functional teams come together to diagnose and solve complex business problems.
• Demonstrated knowledge of contact center operations and financial metrics and outcomes.
• Bachelor’s degree in business, marketing, or a similar field preferred, an MBA is a plus.  

Other Skills and Experiences (Min)

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.

Voluntary Self-Identification of Disability Form

Leaders on the Qualfon Strategic Account Management team are eligible for a monthly and annual incentive based on the growth of your portfolio of accounts in addition to a competitive base salary. Qualfon offers a vast array of health and wealth benefits to our employees, including medical, dental, vision, life, short and long-term disability, accident, legal, and pet insurance among others.  Employees can choose from a variety of health insurance options to meet their individual and family needs starting the first of the month following thirty (30) days of employment.  Eligibility for our 401(k) retirement savings plan, with employer match, begins following three (3) months of continuous employment.

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 - $170,000 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.