Vice President, Strategic Account Management

Qualfon•,

7d•$140,000 - $160,000

About The Position

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. As a senior individual contributor, the VP is each client's executive-level partner and Qualfon's internal account owner. The role builds C-suite relationships, leads complex renewals and expansions, and coordinates Delivery, Operations, Solutions, Finance, and Compliance to ensure flawless, compliant execution. The VP positions Qualfon as the best-cost regulated CX partner, bringing forward human + AI solutions with strong governance that improve member and patient outcomes.

Requirements

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

Nice To Haves

MBA or relevant advanced degree preferred

Responsibilities

Serve as the primary relationship owner and executive point of accountability for each assigned strategic Healthcare client
Build multi-level relationships, from C-suite and VP sponsors to operations, procurement, and compliance leaders, so no account depends on a single contact
Develop deep knowledge of each client's business, lines of business (e.g., Medicare Advantage, Medicaid, Commercial), member and patient populations, and strategic priorities
Act as a trusted advisor on member and patient experience, regulatory pressures, and operating model evolution
Lead QBRs, executive business reviews, and annual strategic planning sessions for each account
Proactively identify and manage account risk and escalations, building recovery plans and engaging Qualfon executive leadership when needed
Own renewal strategy and lead negotiations for contract renewals, extensions, and amendments
Own revenue retention, expansion, and margin performance for each assigned account
Build and execute a multi-year account plan for every client, including relationship mapping, whitespace analysis, and growth targets
Identify and close upsell and cross-sell opportunities, including new lines of business, programs, channels, back-office services (e.g., claims, enrollment, provider services), and right-shored delivery locations
Plan and lead seasonal and program ramps, including Annual and Open Enrollment periods, with Delivery and Workforce Management
Partner with Solutions, Finance, and Legal to shape proposals, pricing, SOWs, and commercial models
Lead RFP responses and competitive re-bids for assigned clients, protecting incumbency and expanding scope
Position AI-enabled CX, automation, analytics, and digital solutions to improve client outcomes and grow the relationship
Partner with Delivery leadership to ensure SLA attainment, quality, and operational excellence on every account
Monitor account financials, including revenue, gross margin, staffing, utilization, productivity, and invoicing accuracy, and drive corrective action
Maintain accurate forecasts for account revenue, renewals, expansion, and risk
Ensure contract compliance, alignment to commercial terms, and disciplined change-order management
Ensure delivery meets HIPAA, CMS, state-level, and client security and audit requirements, and support client audits and compliance reviews
Translate operational performance into measurable business value for client executives
Act as the internal "quarterback" for each assigned account, aligning stakeholders across: Operations & Delivery, Workforce Management, Quality & Training, Technology & Automation, Compliance, Information Security & Legal, Finance
Drive accountability and urgency across internal teams to meet client commitments
Partner with Healthcare Business Development to pursue opportunities in other divisions, affiliates, or subsidiaries of assigned clients
Bring deep expertise in Healthcare BPO/CX, including payer, provider, and health-tech operating models
Maintain current knowledge of Medicare Advantage, Medicaid, ACA marketplace, enrollment cycles, and evolving CMS and HIPAA requirements
Anticipate client needs and industry shifts, proactively recommending solutions that improve member and patient outcomes