Manage VSP's largest, most complex and demanding clients as defined by business area. Lead corporate-wide efforts to develop efficient and effective processes that enable VSP to service both the customer and serve VSP's strategic initiatives. Act as expert advisor and primary VSP liaison on client service and marketing related projects and issues. Collaborate with account team and internal business partners on strategies that drive growth, retention and strengthen client relationships.
Develop and maintain relationships with clients to identify and understand customer requirements as they relate to VSP's products and service offerings. Function as primary VSP service contact to achieve and maintain high satisfaction levels and ensure client retention.
In collaboration with account team, develop and manage account plans to include strategic objectives, communication, growth, and retention strategies; Accounts are strategic in nature, having a significant impact on the company's ability to progress toward its business objectives and goals
Develop and maintain and understanding of compliance related items, such as state and/or federal regulations or mandates applicable to VSP's client base
Facilitate key client meetings, such as Client Partnership Review, finalist, Site Visit and other events as required by client.
Develop and manage the complex implementation plan to ensure new clients are implemented according to requirements within the specified time frame; identify non-standard client requirements that may fall outside of VSP programs or processes and work with internal business partners to ensure compliance.
Manage all client contract and related activities (contracts, evidence of coverage, summary plan descriptions, etc.)
Manage client and member communication strategies and collateral development.
Provide consultative advice and guidance to key clients, client prospects and to Sales throughout the sales process
Ensure client requirements are documented and that business partners involved in servicing the account understand and accept the requirements
Proactively monitor clients to identify problematic issues and offer alternative solutions within VSP's established processes
Identify and escalate client issues to the appropriate business partners and drive solutions as needed; schedule and facilitate meetings and manage task forces as needed to meet customer requirements
Coordinate product changes with Sales team and Product Marketing to meet the needs of the general marketplace
Evaluate business problems and recommend solutions that may include introducing new technology or implementing new products to company-wide users
Market the value of VSP programs and services to gain adoption within each account. Coordinate and manage client-related marketing initiatives.
Responsible for report analysis and distribution.
Ability to digest and interpret complex reporting requirements and successfully position those reports to clients
Represent business area in internal related projects. Bachelor's degree in Business Administration or related field or equivalent experience
5+ years of account management experience
In-depth understanding of healthcare/insurance industry and benefits administration
Strong project organization skills ensuring completed projects are self-contained and able to monitor and maintain with little technical assistance
Ability to develop into a subject matter expert with all VSP products and services
Ability to manage multiple concurrent account implementations and business issues
Ability to develop a strong understanding of VSP business objectives and the business environment
Work within agile environment demonstrating a proven ability to adapt to change quickly
Skill to target communication to audiences including VSP Senior management and outside organizations
Proven problem identification and solving capabilities
Proven ability to influence business partners
VSP Global 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.