Strategic Account Executive, Client Success

What you'll do :

• Become a primary relationship owner and trusted advisor to your clients
• Develop a deep understanding of client goals and objectives and advocate for them with key stakeholders
• Articulate Collective Health's differentiated value proposition with minimal reliance upon subject matter experts
• Become a CH product expert as you support and guide our clients through issues and inquiries
• Help present the benefit and value that Collective Health brings to your clients organization through regular meetings, onsites, and quarterly business reviews
• Seek ways to continuously improve overall client satisfaction and drive up NPS scores
• Own develop and execution of retention and growth strategies, working closely with the Account Director and ELT. Responsible for profitable retention, growth, strategic initiatives, relationship development and service excellence
• Demonstrate data-driven solutions and link results to clients key priorities and objectives
• Oversee Account Manager activities, including coordination of learning opportunities and insights across team
• Build client relationships that will lead to long term partnerships : Clearly frame escalations and the path to resolution, anticipate questions and proactively provide answers, and champion the customer’s voice, interests, and feedback within CH
• Leveraging Client Support Teams, proactively review performance metrics to ensure all client expectations and SLAs are being met
• Represent the voice of our client internally to help identify and prioritize enhancements to the client experience
• Partner closely with your Client Support team to service our clients day-to-day and resolve any issues that may come up
• Fully own the client relationship, including de-escalating concerns wherever possible
• Maintain view of the full client journey and be able to summarize themes, trends, and strategic responses for leaders and stakeholders
• Assist in monitoring and tracking all client SLAs in order to report risks to leadership

To be successful in this role, you'll need :

• Associates or Bachelors degree in any discipline (or work experience equivalent)
• 8+ years experience in client success / client engagement or account management related role
• Experience in employee benefits, health insurance and / or healthcare
• Professional experience working at a consulting firm, carrier / TPA, healthcare provider, digital health partner, and / or related field
• Deep knowledge of self insured medical, Rx, dental, and vision plans, financial analysis, account management, and health plan operations
• Customer focus-ability to exceed customer expectations with a strong focus on customer delivery and thinking in new and innovative ways
• Possesses excellent client relationship management and rapport building skills
• Ability to analyze and interpret data to support client strategy and ongoing initiatives
• Strong persuasion skills and expert communicator to articulate a compelling story and manage difficult conversations
• Work autonomously and at a rapid pace, within a changing environment
• Demonstrated ability to develop strong working relationships and ensure healthy long term partnerships
• Collaborate with internal business partners to deliver on client needs and expectations, ensuring client SLAs are being met

Required Skills / Abilities :

• Excellent client relationship and process management skills
• Analytical and critical thinking skills
• Attention to detail and accuracy
• Excellent writing, communication, presentation, and interpersonal skills
• Ability to organize and prioritize multiple projects, activities, and deadlines
• Must be self-motivated and able to work autonomously
• Ability to create and develop relationships at all levels
• Travel up to 20% may be required

Pay Transparency Statement

This job can be performed in a location where we have an office : San Francisco, CA, Lehi, UT, or Plano, TX, with the expectation of being in office at least two weekdays per week, or hired for remote work in the following states : CA, CO, CT, FL, GA, IL, MA, MI, MN, NJ, NY, NC, OH, OR, TN, TX, UT, or WA. #LI-remote

The actual pay rate offered within the range will depend on factors including geographic location, qualifications, experience, and internal equity.

In addition to the salary, you will be eligible for stock options and benefits like health insurance, 401k, and paid time off.