Senior Account Manager

VSP Vision Care•Cynthian, OH

About The Position

At VSP Vision, we believe everyone deserves access to quality vision care, driven by compassion, care, and a shared mission to help people see every possibility. With nearly 70 years in the eye health industry, VSP Vision is a global family of nearly 15,000 teammates that values collaboration, inclusion, and belonging. The Senior Account Manager will manage a book of high-impact, complex client business, leading efforts to develop efficient processes for servicing customers and company strategic initiatives. This role acts as an expert advisor and primary liaison on client service and marketing projects, collaborating with internal and external partners to drive growth, retention, and strengthen client relationships and satisfaction.

Requirements

Bachelor’s degree in Business Administration or related field or equivalent experience
4+ years of account management experience
In-depth understanding of healthcare/insurance industry and benefits administration
Strong organization skills ensuring assigned responsibilities are self-contained and able to monitor and maintain with little assistance or guidance
Ability to develop into a subject matter expert with all products and services
Ability to develop a strong understanding of business objectives and the business environment in order to leverage strategic solutions that foster growth, retention, and achievement of SBU and enterprise goals
Work within agile environment demonstrating a proven ability to manage change, leverage resulting efficiencies, and be a change readiness agent helping others navigate, adapt, and adopt change
Skill to target and customize communication and interpersonal skills to adapt to different audiences including internal and external senior leadership roles
Proven critical thinking capabilities and ability to influence business partners

Responsibilities

Manage assigned book of high impact, complex client business as defined by business area
Lead efforts to develop efficient and effective processes that enable the enterprise to service both the customer and company strategic initiatives
Act as expert advisor and primary liaison on client service and marketing related projects and issues
Collaborate with internal and external business partners on strategies that drive growth, retention, and strengthen client relationships and satisfaction
Develop and maintain relationships with clients to identify and understand customer goals and requirements as they relate to products and service offerings
Function as primary service contact to achieve and maintain high satisfaction levels and promote client growth and retention
Develop and manage account plans to include strategic objectives, communication, growth, and retention strategies
Develop and maintain an understanding of compliance related items, such as state and/or federal regulations or mandates applicable to client base
Partner with internal and external business partners to ensure compliance and provide recommendations to clients where needed
Lead and facilitate key client meetings, in-person or virtually, such as Client Partnership Review, finalist, Site Visit, and other events as required by client
Develop and manage multiple concurrent, complex implementation plans to ensure new clients are implemented according to requirements within the specified time frame; identify non-standard client requirements that may fall outside of programs or processes and work with internal business partners to ensure compliance, as well as influence external business partners to consider alternatives when appropriate
Direct client contracting and related activities (contracts, evidence of coverage, summary plan descriptions, etc.)
Collaborate with internal and external business partners to identify and address complex contracting issues and ensure compliance and client needs are met
Manage client and member communication strategies and collateral development, including custom solutions for high impact, complex clients
Serve as benefits advisor by providing consultative advice and guidance to key clients and prospects throughout the sales process
Work with internal and external business partners to ensure complex client requirements are documented and that business partners involved in servicing the account understand and accept the requirements
Proactively monitor clients to identify needs/issues and work with internal and external business partners to identify, explore, evaluate, and implement creative solutions to meet client requirements
Identify and escalate client issues to the appropriate business partners and drive solutions as needed; schedule, lead, and facilitate meetings and manage task forces as needed to meet customer requirements
Coordinate product changes with Sales team and Product Marketing to meet the needs of the general marketplace
Evaluate business problems and recommend solutions that may include introducing new technology or implementing new products to company-wide users
Market the value of programs and services to gain adoption and foster growth and retention of each account
Ability to interpret and translate complex reporting requirements and successfully position those reports to clients
Responsible for report analysis and distribution
Represent business area on assigned projects