Executive Director, Strategic Accounts

Ringo is a widely respected vendor neutral healthcare workforce management platform, with a mix of clients such as staffing companies, hospitals/health systems, healthcare provider networks/management groups and corporate accounts. Our healthcare workforce technology platform is an award-winning end-to-end solution for streamlining the talent management process for both employers and staffing firms. We standardize processes and provide both clients and vendors with an intuitive user-friendly technology platform for the requisition of temporary/contract staff.

As the Vice President, Strategic Accounts, you will serve as a key member of the Ringo leadership team. You will be responsible for managing a team of Strategic Client Directors, who manage the customer lifecycle from contract through renewal for Ringo's largest customers. Leadership in this role requires setting up short and long-term client retention and growth strategies and building cross-functional relationships with organizational stakeholders to ensure the needs of our clients and the business are met.

The ideal candidate has experience of being intimately involved in pre- or post-sale client management teams. A consistent track record of growth target achievement, strong leadership, and ability to be a team player are a must. Additionally, this candidate must have experience leading teams through transformational change. As a leader of this team, you will have responsibility for fulfilling customer expectations around experience and value, executing new strategies, while also developing high performing teams and the next generation of leaders.

This position provides depth on the account management team and sets and manages daily expectations for Client Success Team Reporting KPIs, reviewing trends, and driving continuous improvement.

• Grow accounts by minimum 10% YOY, Objective 20%+
• Lead Account Managers/Directors KPIs and coach to improve delivery of services, success metrics of Client and Vendor engagement
• Lead planning, vision and mission for Strategic Account Management
• Lead strategic relationship management, identify client/vendor contacts for relationship development and expand Client and Vendor engagement over all accounts
• Deliver satisfactory NPS score on Client and Vendor surveys

Leadership

• Provide Leadership to Ringo Customer Success Account Managers (CSAM) Team across all Ringo accounts
• Establish, track and manage team to achieve Key Performance Indicators to ensure client satisfaction through the Ringo workflow
• Continually update and operationalize the Client Success Playbook and maintain Client SOPs
• Present weekly KPI reports to Senior Leadership and make recommendations for employee and program improvements and forecast needs
• Conduct daily meetings with CSAM Team to align focus to meet program objectives
• Solve problems and support CSAM with escalation to Senior Leadership as appropriate
• Oversight of Weekly/Monthly/Quarterly Vendor Review Meetings focused on KPIs, reporting, closing issues and setting goals.
• Oversight of preparation, delivery and presentation of Client QBR - Quarterly Business Reviews reporting overall program performance trends, vendor performance, and recommendations for program improvement.

Client and Vendor Supplier Management

• Strengthen and Expand Client and Vendor Supplier Relationships
• Liaison to enforce Client policy and procedure.
• Proactively Identify Service Delivery Issues and Provide Solutions
• Act as primary escalation point for CSAM with Suppliers to Resolve Daily Operational Issues
• Daily Communication to Contractors and Vendors Engaged in the Implementation, Onboarding and Daily Processes
• Assist Client Success with Client and Vendor enrolling Workforce Users (contractors, temporary associates, locums, consultants, etc.)
• Ensure Contract Compliance

Experience & Relationship Management

• Expand existing and new business relationships to build trusted partnerships
• Listen to user feedback to create unmatched user experiences
• May Assist & Conduct Demos of platform with Sales Team
• Document service tickets and document all calls into CRM software
• Act as the liaison with other departments such as Product, and Sales to produce desired outcomes
• Analyze discrepancies regarding customer and supplier invoices and support solutions through normal daily activities and quarterly NPS results
• Expand Client relationships to engage new departments and grow accounts through in person face to face meetings

Implementation and Training

• Support Sales Team by engaging new clients in early-stage discovery, support workflow design, training and change management within Ringo throughout implementation
• Communicate data needs to Client and coordinate collection and delivery of data to product team for system configuration
• Assist Product Team with data mapping logic and system configuration
• Test system following configuration to ensure functionality
• Support Vendor Supplier Contracting and set up of user credentials within Ringo

Technology Support

• Support Technology implementations and updates
• Develop strong knowledge of VMS technology
• Coordinate with Product Development for program enhancements and UAT testing
• Initiate and work various business-related projects/project management
• Monitor and Triage CSM ticketing system for Customer Success Account Management Team
• Collaborate with Product to deliver regular Ringo Webinars/Ringo Round up to capture Voice of Client/Voice of Vendor.

Ideal Candidate - Basic Knowledge and Skills

• 5+ years of sales and or Strategic Account management and revenue growth responsibility experience.
• Track record of building and leading high-performing teams focused on consistent, aggressive growth, customer retention at scale, and where their employees thrive.
• Prior experience includes guiding teams through transformational change to scale the business profitably.
• Demonstrated success implementing innovations in account management.
• Proven track record of developing and maintaining key client relationships, including C-level executives.
• Proven ability to develop strong internal working relationships in a matrixed environment.
• Proactive and action-oriented mindset to overcome obstacles and seize opportunities for growth/improvement.
• Knowledge of the staffing industry, specifically the Healthcare staffing of Contingent Workforce technology ecosystem a plus.
• BA in Business Administration or related field required.
• YES, approach to solving problems.
• Right fit: Gets it, wants it and has Capacity to get job done.
• Travel as needed + / - 18%

• Problem solving and critical thinking skills
• Excellent verbal and written communication skills
• Knowledge of CRM (HubSpot), Excel, PowerPoint and MS Word and industry tools

*Remote opportunity*

*Hybrid if located in Long Island, NY and driving distance within 1 hours of Corporate Office location - Company Policy)