Strategic Account Manager

• Own and manage strategic client relationships across assigned accounts.
• Develop and execute account growth plans focused on retention, expansion, and revenue growth.
• Identify opportunities to expand operational services including Trust & Safety, Content Moderation, Risk Operations, FinCrime, Search Evaluation,

• Achieve revenue, renewal, and account growth targets.
• Drive upsell and cross-sell opportunities across existing client portfolios. Client Relationship Management
• Build trusted relationships with senior stakeholders across Operations, Trust & Safety, Risk, Compliance, Customer Experience, and Business Leadership teams.
• Conduct executive business reviews and strategic planning discussions.
• Serve as the primary escalation point for operational, commercial, and delivery-related matters.
• Ensure high levels of client satisfaction and long-term partnership success.

• Partner closely with delivery and operations teams to ensure successful program execution.
• Monitor program health, service delivery performance, governance, and operational outcomes.
• Support workforce planning discussions, operational scaling initiatives, and global delivery strategies.
• Drive continuous improvement initiatives to enhance efficiency, quality, and client outcomes.
• Ensure alignment between client expectations and operational execution. Commercial Management
• Lead contract renewals, SOW discussions, pricing negotiations, and commercial reviews.
• Manage account forecasting, pipeline development, and growth planning.
• Own commercial governance and ensure profitability targets are achieved.
• Support RFPs, RFIs, and strategic business opportunities within existing accounts.
• Cross-Functional Collaboration
• Collaborate with Delivery, Operations, Recruiting, Workforce Management, Quality, and Leadership teams.
• Bring market intelligence and client feedback back into the organization to support service innovation and go-to-market initiatives.
• Act as the voice of the client internally while ensuring operational teams are positioned for success.

• Experience supporting major technology platforms, social media companies, digital-first organizations, or online marketplaces.
• Prior experience with Trust & Safety, Content Moderation, Search Evaluation, Risk Operations, Fraud Operations, FinCrime, Creator Support, Customer Support, or Digital Operations programs.
• Experience within BPO, Business Process Services, Managed Services, or Outsourcing organizations.
• Familiarity with vendor governance models and global operations delivery.
• Experience managing multi-million-dollar accounts and large-scale operational programs.
• Bachelor's degree in Business, Communications, Marketing, Management, or related field.

LOCATION: San Jose, CA (Hybrid)

Job ID# 3614887

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