What are the responsibilities and job description for the Strategic Account Director position at Ignition CX US LLC?
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 accounts
- Lead renewal strategy, forecasting, and commercial negotiations
- Identify and drive expansion opportunities within existing clients
- Act as the executive point of contact for your portfolio
- Run WBRs, MBRs, and QBRs with forward-looking, strategic insight
- Proactively identify and mitigate churn and performance risks
- Build structured account plans, forecasts, and growth strategies
What Success Looks Like
- High retention and renewal rates across your portfolio
- Consistent expansion revenue growth within existing accounts
- Strong forecast accuracy and commercial discipline
- Clients 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 management
- Experience managing enterprise or multi-program client portfolios
- Strong understanding of revenue, margin, and forecasting
- Ability to influence senior stakeholders and internal teams
- A balance of client advocacy and commercial accountability
What Makes This Role Different
- You are not just managing accounts - you are owning revenue outcomes
- You will partner directly with executive leadership and operations
- You will have visibility into strategy, performance, and growth decisions
- You 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 visibility
- Opportunity to shape client strategy and long-term growth
- Collaborative, performance-driven culture
- Work 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.