Senior Director, Customer Management

Provide leadership and guidance to the account management team, fostering a culture of excellence, collaboration, and accountability, elevating teams through new perspectives, ideas, and solutions.

Develop and execute effective strategies for team development, supporting and empowering the team to achieve objectives, meet membership goals, and deliver outstanding results.

Plan, develop, and execute the company's account management strategies to drive revenue growth and maximize customer retention.

Build relationships with key clients and ensure we are delivering on our promises. For client escalations, serve as the point person to address concerns and facilitate resolution.

Drive continuous improvement initiatives within the account management function, streamlining processes and enhancing overall efficiency.

Collaborate with senior leadership to provide input on business development strategies, market trends, and new product/service offerings.

Understand customers' needs, business objectives, and challenges to effectively align solutions and services to their requirements.

Collaborate with cross-functional teams, such as Sales, Growth & Retention, Product and Marketing, for upselling and cross-selling opportunities.

Work with Growth & Retention to negotiate balanced renewals and expansions that profit our business while benefiting the customer and shepherd the deal through negotiation.

Monitor and analyze account performance metrics, identifying areas of improvement and implementing corrective actions as necessary. This includes monitoring performance guarantees and other KPIs related to contract performance.

Drive continuous improvement and innovation building new processes, systems, and structures as well as optimizing existing ones to exceed customer expectations while building efficiencies and scale across the business.

Develop, implement, design, and direct projects utilizing customer feedback to drive sales and renewals and improve customer satisfaction.

Partner with business operations leaders to support client strategies that improve our ability to deliver onboarding, billing, claims, reports, call center, and performance guarantees (PGs) to our clients,

Ensure compliance requirements are met in Government Markets and that services delivered support the requirements.

Job Specifications

Typically has the following skills or abilities:

Bachelor’s degree in a related field or equivalent experience; Minimum of 3 additional years of experience related to functional area

Minimum of 6 years of management experience with responsibilities for hiring, training, assigning work, and managing the performance of direct reports

Demonstrated ability to lead initiatives that improve service quality and increase customer satisfaction and retention

Effective leadership skills to set strategy, engage and motivate teams, and drive results

Ability to identify opportunities and use creative approaches to drive renewals and business growth

Excellent interpersonal skills; able to balance the organization and customers in every interaction and business decision

Strong business aptitude, analytical thinking, and problem-solving skills

Ability to travel

Compensation range for the role is listed below. Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses and commissions. For more information regarding VSP Vision benefits, please click here.

VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, gender identity, sexual orientation, disability or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

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