Vice President, Strategic Account Management

🕒 Outubro 6

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $140.000 - $160.000 / ano

⏰ Tempo Integral

🔴 Especialista

💰 Gerente de Contas

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Qualfon

SiteLinkedInTodas as Vagas

10.000+ funcionários

Fundada em 1995

📣 Marketing

📦 Logística

🏥 Saúde

Marketing • Logistics • Healthcare

A Qualfon é uma provedora abrangente de soluções de engajamento com o cliente, especializada em serviços como operações de central de contato, marketing digital, análise de dados e atendimento completo. A empresa se concentra em aprimorar as interações com os clientes e impulsionar a receita por meio de uma combinação de estratégias de marketing inovadoras e suporte de back-office. Com um forte compromisso com o atendimento ao cliente, a Qualfon visa melhorar a lealdade e a satisfação dos clientes em diversos setores.

Descrição

• Serve as the primary relationship owner and executive point of accountability for assigned strategic Healthcare clients • Build multi-level relationships with C-suite, VP, operations, procurement, and compliance leaders • Develop deep knowledge of clients' businesses, lines of business, member and patient populations, and strategic priorities • Advise clients on member and patient experience, regulatory pressures, and operating model evolution • Lead QBRs, executive business reviews, and annual strategic planning sessions • Identify and manage account risk and escalations, building recovery plans when needed • Own renewal strategy and lead negotiations for renewals, extensions, and amendments • Own revenue retention, expansion, and margin performance • Build and execute multi-year account plans with relationship mapping, whitespace analysis, and growth targets • Identify and close upsell and cross-sell opportunities across business lines, programs, channels, back-office services, and delivery locations • Plan and lead seasonal and program ramps, including Annual and Open Enrollment periods • Partner with Solutions, Finance, and Legal on proposals, pricing, SOWs, and commercial models • Lead RFP responses and competitive re-bids • Position AI-enabled CX, automation, analytics, and digital solutions • Partner with Delivery leadership to ensure SLA attainment, quality, and operational excellence • Monitor account financials, including revenue, gross margin, staffing, utilization, productivity, and invoicing accuracy • Maintain forecasts for revenue, renewals, expansion, and risk • Ensure contract compliance and disciplined change-order management • Ensure delivery meets HIPAA, CMS, state-level, and client security and audit requirements • Translate operational performance into measurable business value • Coordinate Operations, Delivery, Workforce Management, Quality, Training, Technology, Automation, Compliance, Information Security, Legal, and Finance • Drive accountability across internal teams and partner with Healthcare Business Development on opportunities

🎯 Requisitos

• 12+ years of experience in BPO, CX, or managed services, including 7+ years in strategic account management or client partner roles • Proven success owning and growing large, complex enterprise Healthcare accounts (multi-program, multi-site, multi-million-dollar relationships) • Demonstrated track record of retaining and expanding strategic accounts, including leading major renewals and competitive re-bids • Deep experience supporting payers, health plans, providers, and/or health-tech organizations • Strong working knowledge of Healthcare regulatory and compliance environments, including HIPAA, CMS, and state-level requirements • Executive presence and ability to build trusted relationships with C-suite client stakeholders • Strong commercial and financial acumen, including account P&L, margin management, pricing, and deal structuring • Familiarity with contact center operations, digital channels, and back-office services (e.g., claims, enrollment, member services, provider services) • Experience working with global, right-shored delivery models • Experience bringing AI, automation, analytics, or digital transformation initiatives into existing client relationships • Bachelor's degree required • MBA or relevant advanced degree preferred

🏖️ Benefícios

• Medical insurance • Dental insurance • Vision insurance • Employee Assistance Program • Life and Accidental Death & Dismemberment insurance • Short Term Disability • Long Term Disability • Accident insurance • Critical Illness insurance • Hospital Indemnity • Legal benefits • Identity Protection • Pet Insurance • 401k • Paid time off (PTO) • Colorado Paid Sick and Safety Leave, per applicable state law provisions and Company policy