Strategic Account Manager

Strategic Account Manager

Dental Clients & Enterprise Partners

Position Overview

The Strategic Account Manager manages a focused portfolio of dental clients and Enterprise Partners, building trusted relationships and translating client needs into effective staffing and service solutions. This role requires strong operational judgment, an understanding of dental practice and contact center workflows, and the ability to coordinate remote teams across functions and locations.

The Strategic Account Manager works closely with Client Success, Operations, Quality Assurance, Training, Workforce Management, and Sales to improve performance, resolve problems, retain clients, and support sustainable account growth. Success requires the ability to understand the numbers, explain what they mean, and coordinate action that improves client outcomes.

This is an operational account management role with a consultative approach to growth. The Strategic Account Manager identifies and validates needs, builds the operational case for expansion, and engages the client in solution discussions. The assigned Sales partner leads proposals, pricing, commercial negotiations, and closing, with the Strategic Account Manager supporting alignment and a successful handoff to delivery.

Core Responsibilities

1. Strategic Relationships & Account Planning

• Build relationships with dental practice leaders, dental support organization (DSO) stakeholders, and enterprise decision makers; understand their priorities, workflows, and measures of success.
• Maintain account plans that document goals, service scope, key stakeholders, staffing needs, risks, and opportunities, with clear owners and timelines.
• Lead structured client reviews that connect operational results to business outcomes, address concerns directly, and confirm decisions and next steps.
• Travel periodically to ZimWorX delivery sites, client locations, and industry events to strengthen client relationships, conduct business reviews, engage with delivery teams, support strategic initiatives, and represent the company with clients, prospects, and industry partners.

2. Operational Problem-Solving & Remote Delivery

• Partner with Client Success Directors, Client Success Partners, and operational leaders to align daily service delivery with client commitments and account priorities.
• Investigate service gaps using performance data, client feedback, and team input; coordinate corrective actions and verify that improvements are sustained.
• Coordinate across remote and distributed teams, accounting for time zones, communication practices, training readiness, system access, and coverage needs.
• Maintain ownership of client communication and follow-through on escalations while the appropriate functional leaders manage execution.

Operational Responsibilities3. Staffing & Capacity Planning

• Assess staffing requirements using contact volumes, workload, operating hours, productivity, service expectations, and anticipated client demand.
• Partner with Workforce Management and Client Success to evaluate schedules, attendance, capacity, utilization, and coverage gaps, including peak periods and planned absences.
• Recommend appropriate role mix, training, workflow changes, or additional staffing based on evidence; distinguish capacity needs from performance or process issues.
• Coordinate with Sales, Recruiting, Onboarding, and Training on role requirements, staffing changes, launch timelines, and readiness for new or expanded services.

4. Contact Center Performance & Quality

• Understand and interpret key performance indicators (KPIs) and service-level agreements (SLAs), including service level, average speed of answer (ASA), abandonment rate, average handle time (AHT), after-call work (ACW), occupancy, and schedule adherence.
• Evaluate quality assurance (QA) scores, first-contact resolution, patient or client satisfaction, and appointment scheduling or conversion results where relevant to the agreed scope.
• Partner with reporting and operational teams to establish clear metric definitions, baselines, targets, and reporting cadence; use trends to identify root causes and priorities.
• Participate in call reviews and QA calibration with Quality and Training teams to align scoring, identify coaching needs, and confirm that corrective actions improve outcomes.
• Balance efficiency with accuracy, patient experience, and service quality; present findings in clear language and recommend specific actions.

5. Dental Workflow Understanding

• Understand how remote support connects to dental office operations, including inbound and outbound calls, appointment scheduling, patient communication, recare or reactivation, insurance verification, and revenue cycle support as applicable to each account.
• Identify workflow bottlenecks, unclear handoffs, and variations across locations that affect the patient experience or team performance.
• Work with client and internal subject matter experts to align processes, training, quality expectations, and approved procedures for handling patient information.

6. Account Retention & Growth

• Identify expansion opportunities when staffing or service changes can solve a demonstrated client need, improve outcomes, or support additional locations.
• Use discovery questions, active listening, persuasive communication, and sound business judgment to explain recommendations and address client concerns.
• Partner with the assigned salesperson to develop opportunities, align proposed solutions with delivery capacity, and ensure commitments are achievable.
• Monitor account health, retention risks, and the outcomes of expanded services; maintain accurate account notes, action plans, and opportunity details in the CRM.

Qualifications & Success MeasuresRequired Qualifications

• Demonstrated experience in strategic account management, client success, or operations supporting complex client relationships and coordinating service delivery.
• Working knowledge of dental operations and patient support workflows, with the ability to understand the needs of dental practices and multi-location organizations.
• Strong contact center knowledge, including performance reporting, staffing considerations, quality assurance, and translating metrics into improvement plans.
• Ability to coordinate teams and influence outcomes across departments, including colleagues working remotely, without relying on direct reporting authority.
• Excellent client communication and presentation skills, including leading business reviews, managing escalations, asking effective discovery questions, and discussing growth recommendations.
• Strong analytical, organizational, and problem-solving skills; comfortable using dashboards, spreadsheets, and CRM systems to manage priorities and track results.
• Ability and willingness to travel domestically and internationally as business needs require, including travel to ZimWorX delivery locations, client sites for business and strategic account reviews, and select conferences, trade shows, and company events.

Preferred Experience

• Business process outsourcing (BPO), outsourced service delivery, or experience working with remote, offshore, nearshore, or globally distributed teams.
• Supporting dental support organizations (DSOs), enterprise accounts, or clients with multiple locations and stakeholder groups.
• Experience with workforce planning, contact center QA programs, dental practice management systems, and reporting tools.
• A record of improving client retention, service performance, or account growth in partnership with Sales.

Operating Cadence

• Weekly: Review account health, staffing, service performance, and open actions with Client Success and operational teams; connect with seated team members as appropriate.
• Monthly: Lead client performance reviews covering results against agreed targets, staffing outlook, quality trends, corrective actions, and opportunities.
• Semiannually: Conduct strategic account reviews and refresh the account roadmap, including in-person client meetings where appropriate. Increase touchpoints during launches, escalations, or significant change.

Measures of Success

Success is assessed against agreed account targets for client retention and satisfaction, service and quality performance, staffing readiness, timely resolution of issues, completion of improvement plans, and sustainable account growth achieved in partnership with Sales.

Our Mission & Core Values

“Transforming the Lives of Our Team Members while making a Global Impact for the Kingdom.”

Faithfulness | Inspirational | Generosity | Excellence | Resilience

We expect an intentional focus on our mission and core values in how we serve clients, support team members, and build long-term partnerships.

Pay: $50,000.00 - $70,000.00 per year

Work Location: Remote