Strategic Account Director (Enterprise CX / BPO)

This role owns the relationship after the deal is signed. If you are someone who knows how to protect revenue, grow accounts, and influence at the executive level, this is where you do it.

We are looking for a commercially-minded account leader who can move beyond service delivery and truly own client outcomes - retention, expansion, and long-term partnership.

What You Will Own

Full ownership of Net Revenue Retention (NRR) across assigned accountsLead renewal strategy, forecasting, and commercial negotiationsIdentify and drive expansion opportunities within existing clientsAct as the executive point of contact for your portfolioRun WBRs, MBRs, and QBRs with forward-looking, strategic insightProactively identify and mitigate churn and performance risksBuild structured account plans, forecasts, and growth strategies

What Success Looks Like

High retention and renewal rates across your portfolioConsistent expansion revenue growth within existing accountsStrong forecast accuracy and commercial disciplineClients who view you as a trusted advisor, not just a vendor contact

What You Bring

5–10+ years in CX, BPO, or complex services account managementExperience managing enterprise or multi-program client portfoliosStrong understanding of revenue, margin, and forecastingAbility to influence senior stakeholders and internal teamsA balance of client advocacy and commercial accountability

What Makes This Role Different

You are not just managing accounts - you are owning revenue outcomesYou will partner directly with executive leadership and operationsYou will have visibility into strategy, performance, and growth decisionsYou will play a key role in strengthening U.S. client partnerships supported by global delivery (including South Africa operations)

Why Join Ignition CX

High-impact role with clear ownership and visibilityOpportunity to shape client strategy and long-term growthCollaborative, performance-driven cultureWork with global teams delivering scalable CX solutions

If you know how to retain, grow, and lead enterprise client relationships, we want to talk.

Pre-Employment Requirements

Employment is contingent upon the successful completion of a background check covering criminal history for all places of residence within the past seven years.

EEO Statement

Ignition CX provides equal opportunity employment to all applicants and employees regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.