Client Relationship Manager – Assistant Vice President / Vice President

Firstsource; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

Firstsource seeks a Client Relationship Manager to be the primary business owner for assigned accounts, partnering with delivery teams to ensure client needs are met and aligning activities with client expectations.

You will manage a $15–30M portfolio, work from home with 25–50% travel, and develop strategic plans that prioritize tools and services to improve efficiency and client outcomes.

Qualifications

• 5-10 years of strong Sales background.
• Ability to present strong sales propositions.
• Proven CRM/Account Management experience.
• Experience in Healthcare Payor space.
• Exposure to BPO/Call Center/BPaaS operations.
• Curious mindset: always shaping the art of the possible.
• Ability to grow and nurture long-term client relationships.
• Ability to interface with all organizational levels.

Responsibilities

• Ensure project members are sufficiently enabled to meet client expectations.
• Propose actions to improve performance metrics.
• Build and leverage relationships with internal and external stakeholders.
• Effectively leverage internal resources and leadership.
• Develop plan to proactively secure timely contract renewals.
• Develop strategic plans aligning with client priorities and emphasize tools and services to improve efficiency.
• Maintain high level of client attention and support via multiple communication methods.
• Collaborate with SMEs to shape and solution engagements as relevant.
• Manage and nurture client relationships to ensure satisfaction and retention.
• Understand competitive landscape in healthcare and back-office services; participate in design/solutioning.
• Drive pricing and MSA negotiations with clients and internal approvals.
• Collaborate with cross-functional teams to meet project objectives and exceed client expectations.
• Advise and support clients with solutions to achieve business goals while increasing company revenue.
• Track industry developments, disruptors, and technology trends.
• Participate in development, presentation, and sales of a value proposition.
• Identify and develop strategic alignment with key third-party influencers.
• Experience managing Client P&L of $15M+ including reporting and metrics.

Skills

Sales

Sales presentations

CRM/Account management

Healthcare payor experience

BPO/Call Center/BPaas

Curiosity

Relationship building

Stakeholder management

Education

Bachelor’s degree or equivalent experience

Job description

Client Relationship Managers will serve as the primary point of contact for assigned clients. In this role, you will function as the business owner for assigned accounts, working directly with delivery teams to ensure that the clients’ needs are met. The CRM will act as the client’s voice within the organization, ensuring that there is collaboration on all aspects of delivery in alignment with the client’s expectations.

• Two to five accounts and a portfolio range of $15-30M
• Work from home
• Will require travel (at least 25 - 50%)
• Desired location would be the Northeast Region.

This position demands an in-depth understanding of the client’s business needs and challenges, uncovering opportunities in their processes, and the ability to offer proactive solutions to solve those opportunities.

Duties & Responsibilities:

• Ensure project members are sufficiently enabled to meet client expectations.
• Propose actions to improve our performance metrices
• Build and leverage relationships with all internal and external stakeholders.
• Effectively leverage internal resources and leadership
• Develop a plan to proactively secure timely contract renewals
• Develop strategic plans that align with client priorities and emphasize tools and services that can improve efficiency
• High level of client attention and support via a variety of communication methods
• Shape and solution engagements in collaboration with subject matter experts as relevant
• Manage and nurture client relationships to ensure satisfaction and retention
• Understand the competitive landscape in healthcare, back office and be able to participate in design/solutioning of support experiences based on market/customer requirements.
• Drive pricing and MSA negotiations with clients as well as internal approvals
• Collaborate with cross-functional teams to ensure project objectives are met and client expectations are exceeded
• Advise and support clients, offering solutions and tactics to help achieve their business goals while also increasing company revenue.
• Track industry developments, disruptors, and technology developments
• Participate in the development, presentation, and sales of a value proposition.
• Identify and develop strategic alignment with key third party influencers.
• Experience managing Client P & L of $15M+ dollars including reporting and metric assessment for the portfolio

Qualifications:

• Strong Background in Sales; 5-10 years
• Ability to present sales propositions
• Client Relationship Management/Account Management
• Healthcare Payor Experience
• BPO/Call Center Experience, BPaaS
• Curious, always shaping the “art – of – the – possible”
• Grow and cultivate long‑term relationships with clients
• Ability to interface at all levels of an organization
• Bachelor’s degree or equivalent experience