Posted On: 06-15-2018
Position Title: IQE Key Account Director
Job Location: Garden City, NY or Orlando, FL
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Job Description: IQE Key Account Director



The Key Account Director is accountable for delivering a broad and deep relationship with our key Client, this is achieved through creating a long-term, rewarding relationship, which focuses on driving high performance excellence in service delivery, quality and richness of output, provides real value and ensures they experience ROI.

The role requires a strongly motivated person that can meet customer’s expectations and is able to take a hands-on approach to problem solving by using their initiative and available resources to deliver against the key account objectives and contractual requirements.

Poise and an engaging, empathetic communication style based on natural warmth and enthusiasm is the key to achieving the goals of this job. The work involves driving toward results by enrolling the commitment and buy-in of others helping to deliver an industry leading service experience.

Key Accountabilities

Relationship Led

  • Build and maintain strong, long-lasting client relationship with key client contacts, stakeholders and executive sponsors that fosters a partnership approach
  • Own and manage all account relationships through the lifecycle of the customer journey, dealing with escalations as appropriate
  • Develop and implement best practice Service Management procedures and processes to improve client experience
  • Serve as the first point of client contact for all account management matters and communicate effectively with the client to ensure complete satisfaction with BPA services at all times
  • Identify any roadblocks, risks, issues and concerns and flags to senior stakeholders
  • Ensure all activity is aligned with the contractual requirements of delivering highly effective stakeholder management to the BPA client, positioning BPA Quality as a strategic partner
  • Ability to operate at a high pace – recognize and support this level of pace (acknowledgement that process may not always be followed but ensures action that needs to be progressed to ensure achievement of the objective is taken)
  • Responsible for managing delivery of improvement initiatives aimed at showing the return on investment for the client

Results Driver

  • Deliver against SOW and Service Level objectives and KPI’s
  • Ensure process and procedural adherence aligned with associated methodologies and accuracy requirements
  • Deliver against and recognize the importance of achieving deadlines throughout their area of responsibility
  • Drive the quality agenda in striving towards flawless execution
  • Highlight areas of observation from the data and operation outputs, looking for trends and new views
  • Expand the relationship and propose solutions that support the enhancement of Client business
  • Forecast and track account metrics providing detailed reporting aligned with business requirements (e.g. weekly /monthly/quarterly and annual reviews/
forecasts/ QIM output)


  • Create compelling and innovative ideas to present to account stakeholders
  • Bring fresh insight to clients business that will help them deliver competitive advantage
  • Uncover trends and information that enhance our offering and add additional value to the 
clients’ business
  • Keep abreast of changes and trends in the marketplace and developments in the contact
center and quality industry
  • Develop individual and team expertise 
and maximize skills and knowledge retention

Technical Expert

  • Acquire a thorough understanding of the client’s business, their key needs and requirements, and how the service we provide can add maximum value
  • Understand the complexity of client’s requirements and utilize experts from across BPA to enhance our offering
  • Develop and manage the client escalation process


  • Accurately forecast project volumes, identifying risks to delivery and opportunities for maximizing staff utilization
  • Effectively collaborate with all areas of the business to maximize the value of the account
  • Pro-actively work with the insight team to identify growth opportunities within the account
  • Hold regular meetings, roundtables, forums with IQE team members to discuss client business performance 
and identify additional insight and evidence and ideas
  • Hold regular strategy meetings with Client to explore opportunities for relationship and service improvement


  • Create compelling and effective written key account plans, ensuring their execution, maintaining analysis and tracking against them
  • Hold team accountable to ensure all activity is completed within the required timeframes and to the required standard
  • Perform the research needed to plan and drive account growth
  • Organize and manage regular (frequency as per contract obligations) performance review 
meetings attended by BPA representatives and the client’s key stakeholders to ensure that contractual agreements are being met by both parties
  • Act as a role model, clearly displaying and promoting the BPA Quality Values
  • Act as a champion for all IQE activities developing a culture of performance achieving and people motivation and growth
  • Comply with all BPA policies and procedures and maintain the highest standards of client and information confidentiality and security
  • Identify barriers to success and resolve them quickly and efficiently
  • Ensure compliance with all up to date health and safety regulations and procedures maintaining safe working practices and conditions
  • Contribute to the success of the business by carrying out any additional activities/duties identified as necessary for the role

Key Capabilities

  • Applied knowledge of Account Management with experience of managing a B2B client portfolio at corporate/senior level within a blue- chip/professional services environment
  • Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive level
  • Demonstrate commitment, self-accountability, resilience and effective prioritization
  • Relationship lead – strong collaborator with excellent team building skills
  • Disciplined time management and ability to work under pressure
  • Ability to interpret data and provide detailed analysis with insights and recommended actions
  • Strong communicator with excellent interpersonal, influencing, planning and problem solving skills
  • Vision to understand customer needs and translate them in to practical solutions
  • Initiative to look for opportunities and have the drive to follow activities through to completion
  • Financial acumen required to manage account budget, revenue and profit expectations
  • Results driven – focused on growing and developing the relationship
  • Ability to work effectively individually and as part of a team
  • Strong listening and questioning skills – outstanding communication and
interpersonal skills with the ability to drive change
  • Proven planning skills
  • Experience within the Contact Center/Customer Service Industry (desirable)

Measures of Success

  • Achieves business goals e.g. account growth, retention, client satisfaction, profitability, SLA delivery
  • Data output is valued and trusted by the Client and supports their internal objectives
  • Creates innovative ideas and insight that is utilized across the business
  • Positive feedback on performance received from all key stakeholders
  • Lack of service escalations
  • Risks, issues and barriers to success identified and resolved quickly and efficiently
  • Effective at selling major opportunities inside the account
  • Displays discipline in adhering to the process for growing strategic account
  • Negotiates effective agreements that build a long term relationship
  • Regular involvement with peer group to ensure best practice and consistency of approach
across the BPA organization


Location:  Garden City, NY or Orlando, FL