VP Client Engagement

Patra Corporation

2d•Remote

About The Position

Patra Corporation is the worldwide leader in insurance back-office and account management business process outsourcing. Patra offers a wide range of services designed to lower costs, reduce risk and improve employee productivity through the transfer of account management and business support functions, such as policy checking, certificate issuance, eligibility processing, quality control and account audits, to operation centers in the US, India, and the Philippines. Reporting to the SVP Customer Experience, the Vice President of Client Engagement has full oversight of an assigned client or client portfolio. This role demands an accomplished and strategic executive lead to continue to drive the success for assigned business with interaction with Patra executive leadership as well as Operations and fosters a culture of teamwork and excellence across the horizontal of Patra. This position requires a seasoned leader with extensive experience in client management, a deep understanding of industry dynamics, and a proven ability to drive business growth. You will be responsible for overseeing the day-to-day operations of your account(s) portfolio ensuring alignment with overall business strategies. Must have a proven history of superior relationship management skills and can demonstrate how their account oversight has retained existing revenue and delivered revenue growth for large complex specialty / wholesale account(s).

Requirements

Bachelor’s degree required, MBA, desired.
15+ years’ experience in Retail / Specialty / Wholesale Insurance Market or Financial Services either in Service Delivery, technology and/or consulting services.
Prior experience from a large consulting firm with demonstrated experience in strategy, technology, change management and client advisory.
Proven track record in managing large accounts and driving significant revenue growth.
Exceptional interpersonal and communication skills, with a strong ability to influence stakeholders at all organizational levels
Excellent at relationship management with a proven track-record of growing a large and complex account/customer.
Strong analytical and problem-solving abilities, with a focus on data-driven decision-making.
Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
Highly skilled at formulating and constructing strategic proposals that contain a compelling financial (revenue, margin, and/or valuation) value proposition that resonates with a C-Suite buyer.
A command of Complex sales cycles and the associated decision-making processes.
A history of maintaining revenue and achieving/exceeding assigned revenue Goals.
A background and skills in "Consultative Solutioning" techniques and associated terminology.
Strong negotiation skills and deep experience with all aspects of contracts: Business, Financial and Terms.
An ability to leverage entry points and references within enterprise accounts that lead to access to other parts of the enterprise.
Ability to work in a decentralized remote organization.
Excellent presentation and communication skills.
High integrity with the ability to build relationships - both internally and externally.
Understands OKR’s, Planning and Delivery methodologies and tools associated with oversight including MSO, Miro or like products, etc.
Minimum internet speed of 6 mbps download and 3 mbps upload; Wired Ethernet cable connection from home router to computer; No satellite

Nice To Haves

MBA, desired.

Responsibilities

Strategic Leadership – Develop and execute an account strategy that aligns with the overall business goals of the organization
Collaboration – within Patra executives and C-suite and the same on client side to identify and capitalize on growth opportunities
Client Relationship Management – Ensure the establishment and maintenance of strong, trust-based relationships with key stakeholders throughout the client organization
Knows the Business – Insurance (P&C, Life, Specialty) and Financial Services expertise
Digital Transformation – An in depth understanding of how technology is reshaping traditional insurance practices, enhancing customer experiences and improving operational efficiencies including but not limited to automation and AI, data analytics, and customer experience.
Monitor Account Performance Metrics – that drive customer engagement and retention for sold and delivered.
Objective and Key Results (OKR’s) – Identify client’s specific and qualitative goals that are quantifiable and measurable. Create ways to work with clients to track and report progress to OKR’s.
Relationships – establishing key client relationships across the organization that focuses on growth and expansion opportunities for existing services and net new services.
Best Practice Recommendations - leverage industry and Patra Operations insights to recommend the best practices that will drive outcomes for the client.
Engagement – Proactively engage in issues / opportunities with the ability to resolve conflict or challenges.
Consultative Services – able to consult on emerging industry trends/technology (not exclusive to Patra) thereby becoming the client’s “trusted advisor” centered around Patra’s Point of View.
Serve as the Patra Primary POC – Build a strong and trusted relationship with key client stakeholders.
Client Feedback - Conduct regular feedback sessions with clients to gather insights into continuous improvement and innovation.
Value Delivery - Guide client through the implementation and usage of our specialty insurance solutions to ensure maximum value is achieved.
Innovation – Create innovative ideas, products or methods or solutions that address and solve client’s business challenge(s).
Cross-functional collaboration – Interface with Patra product development, Marketing and Operations to address client needs and deliver value.
Account Risk Management - Identify and mitigate risks that may impact account health or client satisfaction.
Account Reviews - Conduct regular account reviews, QBRs and strategic planning sessions to understand client objectives, address concerns, and develop action plans.
Financial Management – Manage the account’s financial performance, including budgeting, forecasting, and works with Operations on resource forecasting/allocation to optimize profitability.
Pricing Strategies – develop pricing strategies in collaboration with the commercial committee to ensure competitiveness and margin maintenance.
Industry Trends – Stay abreast of industry trends, competitive landscape, and client needs to proactively propose innovative solutions and value added services.
Product Team – collaborate with product team to ensure that offerings align with client requirements and market expectations.
Customer Advocacy – Serve/function as the voice of the client within Patra, advocating for their needs and driving necessary product enhancements aligned with Ops and Technology.
Reporting - Prepare and present performance reports to clients and internal stakeholders to demonstrate value realization.
Other tasks as required.