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Strategic Accounts Director – Outsourcing

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The Strategic Accounts Director – Outsourcing works with InflowCX’s largest revenue-generating and most strategic Outsourcing 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 – Outsourcing will ensure constant alignment, and value creation for these accounts. In doing this the Strategic Accounts Director – Outsourcing 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)

Specific responsibilities and expectations:

Account Management:

  • Primary relationship owner and face of InflowCX for up to 30 focus outsourcing accounts that generally represent >$50k ACV GP
  • Support transition of client program(s) to selected outsourcing supplier after all contracts are signed; Serve as a point of contact for both clients and outsourcing suppliers through the transition process and after
  • 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 services at accounts
  • Uncover and work additional InflowCX service sales opportunities
  • Advocate for customers to ensure maximum benefit is received from outsourced supplier 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/business reviews with accounts and outsourced suppliers to support account health, work on tactical and strategic items, and drive value to the accounts through insights, education, and advocacy.
  • Look for opportunities to add value to the customer by identifying new outsourcing, technology or service opportunities to help customer CX initiatives.


  • 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 and expectations:

  1. Operating with a sense of urgency and always guided by integrity with customers, co-workers, partners, and all you encounter
  2. Provide continuous communication, feedback, and ideas with leadership to improve Inflow, and our employees’ and customers’ lives
  3. Participate in company meetings, sales meetings, trainings, and other company events
  4. Travel as needed to develop and maintain relationships 
  5. 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)
  6. Participate in all company training courses provided and successfully complete all necessary online and self-paced training courses in the defined timelines required 
  7. 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
  8. 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


This position does not have any supervisory responsibilities.


Base:                                                                     $100,000 – $140,000 based on experience

Target Compensation at 100%                  $140,000 – $180,000


  • At least five (5) years recent experience working in a contact center environment in a business development, customer success or operations role; experience with an outsourcer or with outsourcing is a plus!
  • Previous experience retaining and building existing client relationships


  • Excellent communication and relationship-building skills
  • Highly collaborative and curious
  • Problem solver – client focused