Senior Client Manager

SUMMARY

Reporting directly to the Chief Commercial Officer, the Senior Client Manager will be responsible for holding strategic and day-to-day client relationship and retention accountability. The Senior Client Manager will work collaboratively with internal departments to help support and maintain current client relationships with a high level of service and will cross-collaborate with both Operations, Clinical Services and Sales & Marketing to identify issues and risks, suggest strategies and drive towards solutions and up-selling opportunities.

ESSENTIAL FUNCTIONS

Critical features of this position are listed below and may be revised, updated or reassigned at management’s discretion in accordance with business needs or other factors.

·        Responsible for development and ongoing ownership of client management process including reporting content and delivery cadence, outreach and relationship building, partner with sales team for relationship transition

·        Establish and manage client relationships while serving as a trusted advisor in support of operations and sales

·        Responsible for client retention and growth for each assigned client

·        Maintain and seek to improve client retention and customer satisfaction rates

·        Responsible for all aspects of the client lifecycle from RFP to implementation to renewal

·        Establish relationships with clients, brokers and consultants and internal staff to achieve strategic goals

·        Operate as the lead point of contact for all matters specific to clients on a daily basis

·        Develop a working relationship with distribution partners on mutual client behalf, including brokers, consultants and carrier liaisons

·        Understand marketing efforts to drive utilization and work with marketing and sales team as well as clients and distribution partners to refine the outreach to end users

·        Conduct quarterly, mid-year and annual review meetings to reinforce ROI to clients

·        Responsible to intake, catalog and resolve client needs both independently and in conjunction with internal peers

·        Maintain a schedule of required renewals reporting on program performance and ensure proper generation and dissemination

·        Proactively stay current with healthcare industry trends and key local, regional and national regulations related to family building

·        Participate in presentations to clients on an as-needed basis to promote client satisfaction, client retention, upsell opportunities and prospective client engagement

·        Perform other duties and projects as assigned

·        Ability to travel up to 20% of the time for on-site client meetings as needed

MINIMUM QUALIFICATIONS

·        5+ years of healthcare or Managed Care experience

·        5+ years of client account management experience

·        Bachelor’s degree in business or healthcare or equivalent work experience

·        Highly skilled in tools like MS Project, Visio, PowerPoint, Excel, Work

KNOWLEDGE, SKILLS AND ABILITIES

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·        Demonstrated analytical and interpersonal/verbal/written communication skills

·        Demonstrated leadership skills

·        Ability to communicate and make recommendations to management

·        Ability to multi-task, work in a matrixed environment, analyze information, and drive multiple projects

·        Track record of success working with corporate clients within the industry

·        Must have confidence and motivation to strategically upsell additions products/services to assigned accounts

·        Strong organizations skills to effectively manage actions items to achieve client retention and growth

·        Excellent presentation, negotiation and collaboration skills

·        Excellent written and oral skills, both in presentation and development of materials

·        Demonstrated negotiation, organization, problem solving, time management and customer service skills

·        Experience in managing multiple clients and deliverables simultaneously in a fast-paced environment

Annual Goals: draft

·Portfolio of Clients -Manage top 25 clients and channels.

·Client Retention Target - Maintain 98% of clients by count and 95% by revenue

·Culture of Client Management - Collaborate with senior leadership team members to develop a culture of client management

o   Team members commit to include Senior Client Manager and Client Manager in client need requests

o   CM to have access to teams directly and will always cc leader

o   Reporting relevance

·Reporting Refinement and Delivery – work closely with data analytics to scope client needs and develop contextually appropriate reporting packages or ad-hoc reports

·Senior Team Relief – A primary function is to take inbound client request or anticipate client needs so to diligently track down answers or solutions without reliance on senior team members (in-time) to lose deliver a response, only to review and sign-off on reply or report.

·Upsell Products – As part of annual stewardship and strategy discussion with each clients assigned the role will include the ability to satisfy client’s needs with additional solutions

·Field Intelligence – SCM will periodically or as needed provide feedback to senior team with issues, concerns or opportunities in the market.

·Institutionalize Clients – A key goal of the SCM is to effectively tie the client the greater solution and team.  The updated client’s database will require significant work to allow for current and future team members record and utilize all captured historical data on client, consultant and payers/vendors.