[Hiring] Vice President, Client Relations @The SSI Group, LLC.

Role Description

The Vice President, Client Relations is accountable for overall client experience, retention, financial performance outcomes, and operational delivery across SSI’s client portfolio. This executive leader owns the full client lifecycle—balancing strategic account management with disciplined operational execution—and ensures all client-facing and client-supporting functions are aligned to SSI’s A4 operational model (Agile, AI, Automation, Architecture).

This role provides executive oversight of both Client Relations and Client Operations, ensuring strategy translates into consistent execution, measurable results, and scalable, high-quality client outcomes. The VP serves as the senior executive sponsor for key accounts and as the connective leader aligning clients, teams, technology, and performance management.

Duties and Responsibilities

• Executive Client Leadership & Accountability
  • Own overall client experience, satisfaction, retention, and long-term account growth.
  • Serve as executive sponsor for strategic and enterprise-level client relationships.
  • Ensure delivery of measurable financial, operational, and performance outcomes across all client segments.
  • Lead escalation management for high-impact client issues, ensuring timely resolution and accountability.
• Strategic Account Management
  • Set the vision and strategy for client relationship management across SSI.
  • Ensure consistent, high-quality executive engagement, Quarterly Business Reviews (QBRs), and value storytelling.
  • Translate client needs into prioritized initiatives aligned with SSI’s product, technology, and operational roadmaps.
  • Partner with Sales and Executive Leadership to support renewals, expansions, and long-term client retention strategies.
• Operational Execution & Governance
  • Provide executive oversight of all operational functions supporting client delivery, ensuring disciplined execution and consistency.
  • Ensure governance, KPI frameworks, and operational standards are developed, enforced, and continuously improved.
  • Hold leaders accountable for performance against defined financial, operational, and service-level metrics.
  • Ensure operational scalability, risk management, and compliance across all client-facing activities.
• A4 Leadership (Agile, AI, Automation, Architecture)
  • Champion SSI’s A4 operating model across client relations and client operations.
  • Drive adoption of automation, AI-enabled workflows, and prevention-first operational design.
  • Ensure client delivery models evolve to reduce manual effort, improve speed and accuracy, and increase value realization.
  • Partner with Product, Engineering, Data, and AI teams to operationalize innovation for client impact.
• Business Performance & Analytics
  • Own executive-level client performance reporting and KPI governance.
  • Ensure financial metrics (e.g., cash acceleration, denials, AR performance, cost-to-collect) are clearly linked to outcomes and decisions.
  • Use analytics and insights to identify trends, risks, and opportunities across the client portfolio.
  • Present actionable insights and recommendations to executive leadership.
• People Leadership & Organizational Development
  • Lead, mentor, and develop senior client leaders, including the Directors of Client Relations and Client Operations.
  • Build a high-performing, client-obsessed leadership culture rooted in accountability, transparency, and results.
  • Ensure clear roles, responsibilities, and career development paths across the client organization.
  • Foster strong cross-functional partnerships and an execution-oriented leadership mindset.
• Adheres to the company’s attendance policy.
• Acts as a positive role model in all aspects of professional performance.

Qualifications

• Executive-level expertise in healthcare revenue cycle operations, healthcare technology, or healthcare fintech.
• Proven success leading large client portfolios with direct accountability for retention and performance outcomes.
• Strong command of KPI frameworks, financial performance management, and operational governance.
• Deep understanding of end-to-end client delivery models, operational scaling, and risk management.
• Ability to translate strategy into disciplined execution across complex, cross-functional environments.
• Exceptional executive communication skills with clients and internal stakeholders.
• Strong A4 mindset with demonstrated experience driving automation, AI adoption, and scalable architecture.
• Confident decision-maker with the ability to lead through ambiguity and complexity.
• Must be a rapid learner and have the ability to work independently.
• Must be able to interact cordially and productively with co-workers in a team environment.
• Ability to handle multiple tasks effectively.
• Ability to work under pressure and to prioritize.
• Must possess excellent organizational skills.
• Must be able to proficiently read and write in English.
• Must possess effective communications skills with ability to handle difficult situations.
• Must be able to make independent judgment decisions with little supervision.
• Must have excellent problem solving skills.
• Must be able to occasionally travel by automobile or airplane.

Experience and Education Requirements

• Education
  • Minimum: 4 Year / Bachelor's Degree in Business Administration, Healthcare Administration, or related field required.
  • Preferred: Graduate Degree (MBA or equivalent) strongly preferred.
• Years of Experience
  • Minimum: 12+ years of progressive leadership experience in healthcare, revenue cycle, or healthcare technology environments.
  • Demonstrated executive leadership of client-facing organizations with operational accountability.
  • Proven experience managing senior leaders and multi-layered teams.
  • Strong track record of driving client retention, operational excellence, and measurable performance improvement.

Benefits

• Competitive salaries
• Excellent benefits package including medical, dental, life/AD&D, LTD, vision
• 401(k) matching
• Paid vacation
• Tuition reimbursement