Client Relationship Manager - Director / Assoc VP

Firstsource; United States; Remote; USD 150,000 - 230,000; Full time

Benefits offered by this job

Work from home

Travel 25–50%

Job summary

Firstsource seeks a Client Relationship Manager – Director / AVP to lead client portfolios across the US, owning accounts and coordinating with delivery teams to ensure client needs are met. You will serve as the client voice, aligning delivery with expectations and driving strategic value.

The role manages $15–30M portfolios, requires travel of 25–50%, and offers work-from-home flexibility with a focus on the Midwest to East Coast region.

Qualifications

• 5–10+ years in sales with client relationships.
• Experience in healthcare payor and BPaaS domains.
• Strong proposal and presentation skills.
• Ability to operate at all organizational levels.
• Bachelor’s degree or equivalent work experience.

Responsibilities

• Serve as primary point of contact for assigned clients and own accounts.
• Collaborate with delivery teams to meet client needs and expectations.
• Propose actions to improve performance metrics.
• Build and sustain relationships with internal and external stakeholders.
• Develop plans to secure timely contract renewals.
• Shape engagements with SMEs and ensure client satisfaction and retention.
• Drive pricing and MSA negotiations with clients and internal teams.
• Support cross-functional collaboration to meet project objectives.

Skills

Sales experience

Client relationship mgmt

Negotiation

Healthcare payor experience

BPaaS / BPO experience

Education

Bachelor's degree or equivalent experience

Tools

MS Office

Job description

Client Relationship Manager – Director / Assistant Vice President

LOCATION: US

Overview

Client Relationship Manager 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 Midwest to East Coast

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 for 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
• Blues Experience (preferred)
• Ability to present sales propositions
• 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

Firstsource is an Equal Employment Opportunity employer. All employment decisions are based on valid job requirements, without regard to race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other characteristic protected under federal, state or local law. Firstsource also takes Affimative Action to ensure that protected veterans and qualified disabled persons are introduced into our workforce and considered for employment and advancement opportunities.