Vice President, Client Management & Experience & Implementation

SummaryThe Vice President of Client Management & Experience owns the end-to-end client lifecycle — from implementation and onboarding through renewal and expansion. This executive is accountable for company-wide persistency ratios, client satisfaction, and operational execution that delivers on the company’s growth and earnings objectives. The VP builds and scales the processes, technology, and team structures that make the organization a trusted and efficient stop-loss partner to TPAs, brokers, and employers.About the RoleThe Vice President of Client Management & Experience is responsible for overseeing the client lifecycle and ensuring client satisfaction and retention.ResponsibilitiesClient Retention, Growth, & Performance Full accountability for persistency, client retention, and renewal profitability across all distribution partners and segments.Develop and execute tactical plans to achieve renewal, cross-sell, and earnings goals using data-driven insights and portfolio analytics.Partner with Growth, Underwriting, and Finance to align retention initiatives with margin and loss ratio targets.Reinforce the company’s reputation as a tech-enabled, transparent, and performance-driven MGU through consistent client outcomes and communication excellence.Lead the design and execution of renewal and bid-prevention strategies to maximize persistency.Implementation & Process Excellence Architect and own the client implementation and onboarding framework, integrating automation, workflow tools, and analytics to improve speed and accuracy.Ensure a seamless transition from Sales to Implementation to Account Management, maintaining accountability for each phase of the client journey.Standardize processes across TPAs, PBMs, and network partners to reduce friction and enhance service delivery.Partner with Product and Technology teams to ensure tools, data visibility, and reporting empower client-facing teams and deliver real-time transparency.Continuously evaluate and refine client lifecycle processes to eliminate bottlenecks, drive scalability, and enhance experience.Client Management & Broker Engagement Lead a national team of Client Managers and Implementation Specialists responsible for delivering proactive, consultative service.Build deep, strategic relationships with brokers and TPAs to strengthen retention and identify new revenue opportunities.Oversee escalation management, ensuring timely resolution and root-cause analysis that drives systemic improvement.Serve as an executive sponsor for key accounts and maintain visibility with top-producing brokers.Collaborate with Marketing and Product teams to reinforce value propositions and market differentiation through client communication touchpoints.Leadership & Organizational Development Lead, coach, and develop a high-performing, cross-functional client organization rooted in accountability and innovation.Create a culture that values execution, client advocacy, and continuous improvement.Implement structured performance metrics for all client-facing roles tied to persistency, NPS, and renewal outcomes.Build succession plans and recruit top-tier talent to scale alongside company growth.Partner with executive peers to ensure client expectations align with operational capacity and risk appetite. QualificationsBachelor’s degree required; MBA or equivalent preferred.8+ years of experience in Stop Loss, Self-Funding, or Healthcare MGU environments, with at least 3 years in leadership.Proven success driving retention, NPS improvement, and operational scalability in a growth environment.Strong understanding of underwriting, claims operations, and TPA integration.Demonstrated ability to lead cross-functional transformation using technology to improve client outcomes.Exceptional communication, financial acumen, and leadership presence. Required SkillsCompany-wide persistency and renewal ratio improvementImplementation cycle time and first-time-right accuracyClient satisfaction (NPS) and broker engagement scoresRevenue retention and expansion performanceProcess automation and operational efficiency gains