POSITION OVERVIEW:We are seeking an experienced Strategic Account Manager to manage and grow key accounts within the Digital Platforms, Tech, and Media ecosystem. This role will focus on operational service lines including Trust & Safety, Content Moderation, Search Evaluation, FinCrime Operations, Customer Experience, Creator Support, Risk Operations, and other large-scale managed services programs.
The ideal candidate will serve as a trusted advisor to clients, driving account growth, operational excellence, and long-term partnerships while ensuring successful delivery of business process and operations-focused solutions. This is a highly client-facing role requiring strong relationship management, commercial acumen, executive presence, and experience navigating complex enterprise environments.
RESPONSIBILITIES: Account Ownership & Growth - 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,
Customer Support, and related managed services. - 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.
Operational Program Leadership - 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.
REQUIRED QUALIFICATIONS: - 7+ years of experience in Account Management, Client Services, Strategic Partnerships, Business Development, or Client Success.
- Proven experience managing enterprise or strategic accounts within Digital Operations, BPO, Outsourcing, Managed Services, Trust & Safety, Content Moderation, Customer Experience, Risk Operations, or FinCrime environments.
- Strong track record of growing accounts through renewals, expansions, and strategic relationship management.
- Experience engaging with Director, VP, and C-level stakeholders.
- Strong commercial and negotiation skills with experience managing contracts, SOWs, and account growth plans.
- Demonstrated ability to work across cross-functional teams including Operations, Delivery, Recruiting, Quality, and Executive Leadership.
- Excellent communication, executive presentation, and stakeholder management skills.
- Ability to thrive in a fast-paced, evolving client environment
PREFERRED QUALIFICATIONS: - 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) OR NYC (Hybrid)
Job ID# 3614887
