Vice President, Strategic Account Management

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. EQUAL OPPORTUNITY STATEMENT QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law. If you would like to fill out a Voluntary Self-Identification of Disability Form, please visit us at Qualfon.com/join-us - https//qualfon.com/join-us/ Client Relationship & Retention Serve as the primary relationship owner and executive point of accountability for each assigned strategic Healthcare clientBuild multi-level relationships, from C-suite and VP sponsors to operations, procurement, and compliance leaders, so no account depends on a single contactDevelop deep knowledge of each client's business, lines of business (e.g., Medicare Advantage, Medicaid, Commercial), member and patient populations, and strategic prioritiesAct as a trusted advisor on member and patient experience, regulatory pressures, and operating model evolutionLead QBRs, executive business reviews, and annual strategic planning sessions for each accountProactively identify and manage account risk and escalations, building recovery plans and engaging Qualfon executive leadership when neededOwn renewal strategy and lead negotiations for contract renewals, extensions, and amendments Revenue Growth & Expansion Own revenue retention, expansion, and margin performance for each assigned accountBuild and execute a multi-year account plan for every client, including relationship mapping, whitespace analysis, and growth targetsIdentify 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 locationsPlan and lead seasonal and program ramps, including Annual and Open Enrollment periods, with Delivery and Workforce ManagementPartner with Solutions, Finance, and Legal to shape proposals, pricing, SOWs, and commercial modelsLead RFP responses and competitive re-bids for assigned clients, protecting incumbency and expanding scopePosition 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 accountMonitor account financials, including revenue, gross margin, staffing, utilization, productivity, and invoicing accuracy, and drive corrective actionMaintain accurate forecasts for account revenue, renewals, expansion, and riskEnsure contract compliance, alignment to commercial terms, and disciplined change-order managementEnsure delivery meets HIPAA, CMS, state-level, and client security and audit requirements, and support client audits and compliance reviewsTranslate operational performance into measurable business value for client executives Cross-Functional Leadership Act as the internal "quarterback" for each assigned account, aligning stakeholders acrossOperations & DeliveryWorkforce ManagementQuality & TrainingTechnology & AutomationCompliance, Information Security & LegalFinanceDrive accountability and urgency across internal teams to meet client commitmentsPartner 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 modelsMaintain current knowledge of Medicare Advantage, Medicaid, ACA marketplace, enrollment cycles, and evolving CMS and HIPAA requirementsAnticipate client needs and industry shifts, proactively recommending solutions that improve member and patient outcomes12+ years of experience in BPO, CX, or managed services, including 7+ years in strategic account management or client partner rolesProven 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-bidsDeep experience supporting payers, health plans, providers, and/or health-tech organizationsStrong working knowledge of Healthcare regulatory and compliance environments, including HIPAA, CMS, and state-level requirementsExecutive presence and ability to build trusted relationships with C-suite client stakeholdersStrong commercial and financial acumen, including account P&L, margin management, pricing, and deal structuringFamiliarity 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 modelsExperience bringing AI, automation, analytics, or digital transformation initiatives into existing client relationshipsBachelor's degree required; MBA or relevant advanced degree preferred