[Hiring] Vice President, Strategic Account Management @Qualfon

Role Description

The VP, Strategic Account Management (Healthcare) is responsible for retaining, expanding, and deepening Qualfon's relationships with a select portfolio of its largest and most strategic Healthcare clients. These clients include payers, health plans, providers, dental and specialty benefits carriers, and healthcare technology companies. The VP owns the commercial health, client satisfaction, and growth strategy of each assigned account and is the single point of accountability for revenue retention, expansion, and long-term partnership value.

• Build C-suite relationships and lead complex renewals and expansions.
• Coordinate Delivery, Operations, Solutions, Finance, and Compliance for flawless execution.
• Position Qualfon as the best-cost regulated CX partner with human + AI solutions.

Responsibilities

• Client Relationship & Retention:
  • Serve as the primary relationship owner and executive point of accountability for each assigned strategic Healthcare client.
  • Build multi-level relationships from C-suite to operations, procurement, and compliance leaders.
  • Develop deep knowledge of each client's business and strategic priorities.
  • Act as a trusted advisor on member and patient experience and regulatory pressures.
  • Lead QBRs, executive business reviews, and annual strategic planning sessions.
  • Proactively identify and manage account risk and escalations.
  • Own renewal strategy and lead negotiations for contract renewals, extensions, and amendments.
• Revenue Growth & Expansion:
  • Own revenue retention, expansion, and margin performance for each assigned account.
  • Build and execute a multi-year account plan for every client.
  • Identify and close upsell and cross-sell opportunities.
  • Plan and lead seasonal and program ramps with Delivery and Workforce Management.
  • Partner with Solutions, Finance, and Legal to shape proposals and commercial models.
  • Lead RFP responses and competitive re-bids for assigned clients.
  • Position AI-enabled CX, automation, analytics, and digital solutions to improve client outcomes.
• Operational & Financial Oversight:
  • Partner with Delivery leadership to ensure SLA attainment and operational excellence.
  • Monitor account financials and drive corrective action.
  • Maintain accurate forecasts for account revenue, renewals, and risk.
  • Ensure contract compliance and disciplined change-order management.
  • Ensure delivery meets HIPAA, CMS, state-level, and client security requirements.
  • Translate operational performance into measurable business value for client executives.
• Cross-Functional Leadership:
  • Act as the internal "quarterback" for each assigned account.
  • Align stakeholders across Operations, Delivery, Workforce Management, Quality, Technology, Compliance, Finance.
  • Drive accountability and urgency across internal teams.
  • Partner with Healthcare Business Development for opportunities in other divisions.
• Industry & Domain Expertise:
  • Bring deep expertise in Healthcare BPO/CX, including payer, provider, and health-tech operating models.
  • Maintain current knowledge of Medicare Advantage, Medicaid, and evolving CMS and HIPAA requirements.
  • Anticipate client needs and industry shifts, proactively recommending solutions.

Qualifications

• 12+ years of experience in BPO, CX, or managed services.
• 7+ years in strategic account management or client partner roles.
• Proven success owning and growing large, complex enterprise Healthcare accounts.
• Demonstrated track record of retaining and expanding strategic accounts.
• Deep experience supporting payers, health plans, providers, and/or health-tech organizations.
• Strong working knowledge of Healthcare regulatory and compliance environments.
• Executive presence and ability to build trusted relationships with C-suite stakeholders.
• Strong commercial and financial acumen.
• Familiarity with contact center operations and back-office services.
• Experience working with global, right-shored delivery models.
• Experience bringing AI, automation, analytics, or digital transformation initiatives into client relationships.
• Bachelor's degree required; MBA or relevant advanced degree preferred.

Benefits

• Medical, Dental, Vision, Employee Assistance Program.
• Life and Accidental Death & Dismemberment, Short Term Disability, Long Term Disability.
• Accident, Critical Illness, Hospital Indemnity, Legal, Identity Protection, Pet Insurance.
• 401k with eligibility for paid time off (PTO) benefits.
• Paid Sick and Safety Leave for Colorado residents.

Compensation

This position will be paid on a salaried basis with a pay range between $140,000 and $160,000 annually depending on prior experience.

Equal Opportunity Statement

QUALFON is an equal opportunity employer providing equal employment opportunities (EEO) to all employees and applicants for employment without regard to protected characteristics.