VP, Client Services Management

FreeMarketHealth • Pittsburgh, PA

4d

About The Position

We are seeking an experienced VP, Client Services Management who will be accountable for the overall health, performance, and strategic success of a Free Market Health client. This role will own end-to-end accountability across client satisfaction, operational execution, delivery performance, escalations, and program outcomes – bringing together Client Services and PMO delivery under a single operational leader. Reporting to the SVP, Client Services and managing a team of employees, this role operates in a matrixed leadership model, partnering closely with Sales leadership to align commercial strategy with operational execution, without direct reporting ownership of sales resources. This role will serve as the executive owner of a key client partnership, ensuring disciplined execution at scale while proactively identifying risk, driving continuous improvement, and strengthening FMH’s strategic position.

Requirements

• 8+ years of experience in client services, operations, or program leadership roles
• Experience in healthcare, specialty pharmacy, PBM, or payer environments preferred
• Proven ability to lead large-scale, complex client relationships and cross-functional teams
• Demonstrated success operating in matrixed environments, particularly in partnership with Sales
• Strong executive presence with the ability to influence both internal and external stakeholders
• Exceptional analytical, problem-solving, and strategic thinking skills
• Experience managing senior-level talent and driving organizational performance

Responsibilities

• Translate client priorities into actionable goals and operating plans
• Lead core team dedicated to client account support including CS Directors/Managers and dedicated Project Managers; ensure operational consistency and SLA performance
• Build and maintain a high-performing team
• Own KPIs, SLAs, and overall program health
• Identify risks early and drive mitigation strategies
• Drive coordination across internal teams; ensure clear ownership and timelines
• Lead resolution of complex, multi-team issues
• Analyze performance trends and drive systemic improvements
• Ensure clear, consistent reporting on performance, risks, and outcomes
• Partner with Sales to align strategy and expansion opportunities
• Ensure delivery aligns with commercial commitments; support renewals with performance insights

Benefits

• 100% employer‑paid medical, dental, and vision premiums for individual coverage, with additional support for employees who cover dependents
• Employer funded HSA contributions — we cover 100% of the individual deductible (and a significant amount for families) over the plan year
• Paid Parental Leave — Maternity leave fully supplemented for up to 12 weeks, with paid parental time thoughtfully provided so both parents can bond with their new child during this meaningful season of life
• 401(k) with company match, supporting long‑term financial wellbeing
• Onsite & Transportation Support — Employees may receive fully subsidized onsite parking or pre‑tax commuter FSA contributions.
• Dependent Care FSA, allowing employees to save pre‑tax dollars for childcare expenses
• Employer‑paid short and long‑term disability, providing protection and peace of mind
• Optional employee‑paid protection benefits including Accident, Critical Illness, Legal Aid, and Identity Theft coverage
• A truly remarkable culture - supportive, inclusive, and deeply committed to growth, belonging, and doing meaningful work together

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed