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Strategic Accounts

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Job Description

Summary / Objective

The Strategic Accounts Director works with InflowCX’s largest revenue-generating and most strategic customers. It is focused primarily on retaining and growing business within these existing customers. The role requires great strategic account management, relationship development, communication, and organizational skills. Employing tenacity in expanding and maintaining relationships, and disciplined proactive engagement, the Strategic Accounts Director will ensure constant alignment, and value creation for these accounts. In doing this the Strategic Accounts Director will secure existing business and expand into new CX services and technology areas.

Core KPIs

  • Net Revenue Retention (NRR)
  • Account and Contact engagement
  • Product Participation (i.e., diversity of technologies and services sold within and across accounts)

Responsibilities & Expectations

Account Management:

  • Primary relationship owner and face of InflowCX for 20-30 focus accounts that generally represent >$50k ACV GP
  • Research and understand the businesses and key stakeholders
  • Develop relationships with existing contacts and expand relationships to ensure accounts are strongly multi-threaded
  • Re-establish connections at accounts where turnover or lack of engagement has made it an at-risk account
  • Align InflowCX executive(s) to key relationships at accounts
  • Retain existing technologies and services at accounts
  • Uncover and work additional technology and service sales opportunities
  • Advocate for customers to ensure maximum benefit is received from procured technologies and services
  • Ensure knowledge transfer with the vendor when clients transition from sales, deployment, and production phases when new technologies are sold and implemented
  • Establish and conduct regular (monthly, quarterly, and annually) meetings with accounts to support account health, work on tactical and strategic items, and drive value to the accounts through insights, education, and advocacy


  • Achieving your monthly, quarterly, and annual NRR goals
  • Leading sales processes: finding, qualifying, presenting, coordinating, preparing and delivering deliverables (references, sales quotes, proposals and scopes of work), negotiating, and closing sales opportunities
  • Coordinating with internal and external sales engineering and consulting resources to ensure prospective customer design, demo, and technical capabilities are fully met
  • Continually learn and expand your knowledge of InflowCX’s value proposition in relation to support, services, and Contact Center / CX technologies


  • Maintaining complete records of all activities, interactions, and opportunities with targeted accounts and opportunities in Salesforce. Take ownership for ensuring Account, Contact, and Opportunity information and related notes and activities are accurately and consistently captured in Salesforce for all accounts and opportunities being worked
  • Providing clean notes, folder and file structure, and all relevant documentation (e.g., scopes of work, labor calculators, etc.) to provide clean documentation and smooth transitions for customers to interact with other departments
  • Continuously committing to improving your professional skills. This includes enhancing and sharing account management and sales best practices, trends, and processes with your manager and other colleagues

General Responsibilities & Expectations 

  • Operating with a sense of urgency and always guided by integrity with customers, co-workers, partners, and all you encounter
  • Provide continuous communication, feedback, and ideas with leadership to improve Inflow, and our employees’ and customers’ lives
  • Participate in company meetings, sales meetings, trainings, and other company events
  • Travel as needed to develop and maintain relationships
  • Conflicts and other challenges are to be promptly communicated to your supervisor, then HR if not resolved within a reasonable time frame (chain of command)
  • Participate in all company training courses provided and successfully complete all necessary online and self-paced training courses in the defined timelines required
  • Maintain an awareness of and always strive to practice and improve upon your personal integrity, honesty, positive outlook and attitude, sense of urgency, follow through, accountability, communication, sales, social and relationship skills, continuing training and education, company, industry, and product knowledge
  • Inspire within your team and personally live our core values and company purpose at all times:
    • Create exceptional experiences with every interaction
    • Exemplify integrity, accountability, and appreciation
    • Improve lives of employees and customers
    • Teamwork leads to greatness
    • Evolve and innovate

Supervisory Responsibilities

This position does not have any supervisory responsibilities.