Vice President, Strategic Account Management

Overview

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.

Benefits & Time Off: As a full-time position, Company benefits are offered in compliance with the Affordable Care Act (ACA), state and federal law, and Company policies. These benefits include 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, and 401k.
Full-time employees are eligible to receive paid time off (PTO) benefits based on the Company's current paid time off policies and in accordance with applicable state law. Further, Colorado residents are eligible for Paid Sick and Safety Leave, per applicable state law provisions and Company policy. All benefits are subject to any plan changes at the Company's sole discretion.

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. This base pay is subject to all applicable statutory deductions and authorized withholdings as required by law. This base pay is also subject to any authorized deductions to contribute toward the employee's portion of benefits premiums and/or 401(k) contributions.

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 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

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, 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

Operational & Financial Oversight

• 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

Cross-Functional Leadership

• 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

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, 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

Qualifications

• 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; MBA or relevant advanced degree preferred