14145 - Director, Strategic Account Segment Lead (Virtual)
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Our Director, Strategic Account Segment Lead is a senior client-facing leader responsible for the operational excellence, account health, and growth execution within a defined vertical or geographic segment of Kelly's strategic account portfolio. This role serves as the primary client relationship owner and delivery leader for a subset of Kelly's largest, most complex accounts translating the enterprise growth strategy set by the Vice President, Client Growth & Solutions into tangible results.
Operating within a portfolio that typically represents $150M–$250M+ in Kelly revenue, the Segment Lead drives P&L performance, ensures service delivery excellence, and deepens client partnerships across multi-point workforce solutions. This is a high-accountability role at the intersection of client strategy, people leadership, and operational rigor and a key feeder role into VP-level portfolio leadership.
Responsibilities:
Client Relationship & Account Ownership
- Serve as the primary executive relationship owner for a defined segment of strategic accounts, functioning as a trusted advisor to client stakeholders at the director and VP level
- Lead day-to-day and strategic client engagement ensuring service commitments are met, escalations are resolved swiftly, and client confidence remains high
- Develop and maintain deep understanding of each client's business, workforce strategy, and competitive environment to deliver proactive, value-driven counsel
- Conduct regular Client Partnership Reviews (CPRs), establishing success metrics and demonstrating Kelly’s impact on client outcomes
- Champion client satisfaction and proactively surface risks or opportunities to the VP, Client Growth & Solutions
Growth Execution & Portfolio Expansion
- Execute the account growth strategy within the segment, identifying and pursuing expansion opportunities by geography, solution line, and service category
- Lead the local sales cycle for expansion within existing accounts from opportunity identification through proposal, negotiation, and close — in alignment with VP-led portfolio strategy
- Develop compelling workforce solution narratives and business cases that connect client challenges to Kelly-delivered outcomes
- Contribute to renewal strategy development, coordinating with the VP and solutions teams to build retention and upsell plans well in advance of contract milestones
- Track portfolio financial performance and report on growth gaps, profitability levers, and forward pipeline to the VP, Client Growth & Solutions
Delivery Excellence & Operational Rigor
- Own the end-to-end service delivery model for the segment ensuring operational processes, SLAs, and client commitments are consistently met or exceeded
- Partner with recruiting, onboarding, technology, and shared services teams to align delivery capabilities with client needs and contractual obligations
- Monitor program performance data and KPIs, leveraging insights to drive continuous improvement and demonstrate value to clients
- Lead escalation resolution across delivery functions, maintaining transparency with clients and internal stakeholders throughout
- Ensure adherence to Kelly's operating and service level agreements, governance frameworks, and compliance standards across all accounts in the segment
People Leadership & Team Development
- Lead and inspire a team of Account Managers and/or Delivery Leads within the segment, setting clear performance expectations and driving a high-performance culture
- Provide consistent coaching and development support, building individual capability and bench strength within the team
- Identify and develop emerging talent, supporting succession planning in partnership with the VP, Client Growth & Solutions
- Foster a collaborative, client-focused team culture creating an environment where accountability and innovation coexist
Cross-Functional Collaboration & Thought Leadership
- Partner closely with the VP, Client Growth & Solutions to align segment strategy with enterprise portfolio priorities and the One Kelly vision
- Collaborate with solutions architects, operations, and shared services partners to bring integrated workforce solutions to clients
- Contribute market intelligence, competitive insight, and client feedback to inform broader portfolio strategy and service innovation
- Stay current on workforce trends, economic developments, and industry-specific talent dynamics relevant to the segment's client base
Knowledge, Skills, and Experiences:
- Minimum of 10+ years of progressive experience in account management, client success, or workforce solutions, including at least 3 years in a senior client-facing leadership role
- Demonstrated success managing and growing large, complex accounts including P&L ownership and multi-solution delivery — in a staffing, RPO, MSP, or workforce solutions environment
- Proven ability to build and sustain trusted relationships with director and VP-level client stakeholders, with a track record of retention and expansion
- Experience leading account teams, including those operating remotely or across multiple geographies, with strong coaching and performance management skills
- Strong understanding of the workforce solutions landscape staffing, RPO, MSP, direct sourcing, and vendor management with ability to position integrated offerings
- Financial acumen with experience managing to P&L targets, interpreting financial performance data, and translating insights into client and operational action
- Excellent communication skills across written, verbal, and executive presentation formats; comfort engaging with senior internal and external stakeholders
- Analytical mindset with the ability to work with complex program data, identify trends, and develop actionable recommendations
- Collaborative and adaptable leader with strong cross-functional partnership skills; effective operating in a matrixed organization
Location: Remote; with regular on-site engagement with clients and internal teams
Travel: 30–50%, commensurate with client portfolio size and geographic scope
Base pay range for this position is $92,400 – $123,200 per year. Final annual compensation will be based on experience and may vary by geographic location.
Compensation package and benefits applicable to the position – understanding that each person has unique professional and personal needs focused on your total well-being. Our range of Benefits for full-time employees can be explored at: Kelly Services | People (benefitsatkelly.com)
Kelly is an equal opportunity employer committed to employing a diverse, equitable and inclusive workforce, including, but not limited to, race, gender, individuals with disabilities, protected veterans, sexual orientation, and gender identity. Equal Employment Opportunity is The Law.
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