Senior Manager- Key Accounts, Contract Management & Customer Experience

About the position

The Sr Manager- Key Accounts, Contract Management & Customer Experience will manage the direct commercial relationships for multiple National and Regional Managed Vision Care Plans, as well as lead a team responsible for Government Programs, Provider Sales, and Customer Service. The Sr. Manager is responsible for assisting the Sr. Director in developing short- and long-term goals and objectives in business development, as well as the effective implementation and on-going support of new and existing solutions with Managed Care and Government agencies. This individual is an experienced people manager, comfortable with key account management, has a proven history of customer service excellence, and is proficient in managing effective teams.

Responsibilities

• Responsible for Managed Care account management, provider sales, government programs, customer service and contracting and program administration.
• Oversee Government and Key Accounts account management.
• Manage all facets of the contract/ large client management and customer service departments.
• Direct and coordinate all Classic Optical functions in these areas to achieve established sales and performance targets, working cross functionally with Production, IT and Finance.
• Oversee all contract implementations.
• Lead a team of 25, including 4 direct reports.
• Direct management of Managed Care account relationships, including national and regional MVC plans.
• Lead contract negotiations.
• Establish and implement short- and long-range goals, objectives, policies and operating procedures.
• Develop and manage sales and customer service departmental budgets.
• Work with department managers and staff to develop five-year and ten-year business plans for Classic Optical.
• Serve on planning, strategy and policy-making committees.
• Represent Classic Optical at various community and/or business meetings to promote services.
• Recommend and administer policies and procedures to enhance operations.

Requirements

• Bachelors Degree required.
• Experience in optical or healthcare industry.
• Experience leading teams of 10 or more.
• Account management experience in healthcare or optical industry required.
• Experience with budgeting, forecasting, annual planning and monthly reporting.
• Experience responding to RFPs and contract negotiation.
• Proven success working and succeeding in matrixed organizations.
• Proven project management experience and time management skillset.
• Highly developed and effective verbal and written communication skills.
• Excellent presentation skills to both internal and external stakeholders, including meeting facilitation.
• Microsoft Office suite proficiency.
• Ability to travel at least 15% of the time.

Nice-to-haves

• MBA preferred.
• Experience with Managed Vision Care preferred.

Benefits

• Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements.
• Competitive bonus and/or commission plan.
• Health care benefits.
• Retirement savings.
• Paid time off/vacation.
• Various employee discounts.