Client Relationship Executive

Client Relationship Executive

Enlace Health delivers the only end-to-end solution that solves the infrastructure challenges driving today’s unsustainable healthcare system. Connecting payers, providers, and patients, Enlace™ empowers any type of healthcare delivery model, from facilitating retrospective programs to enabling risk for prospective programs. Combining executive-level healthcare DNA with an extensible technology platform, Enlace is the bridge from chaotic healthcare to the healthcare world when Triple Aim optimization is truly realized.

At Enlace Health, our people are our greatest asset. Our culture is founded upon integrity, hard work, and the relentless pursuit to make a difference. We think creatively, we like a challenge and draw inspiration from each other. As the Client Relationship Executive, you’ll serve as primary contact through the entire life cycle of assigned accounts, with a focus on cultivating and maintaining robust relationships with decision makers and executives across the client organization. This role will also manage and monitor client satisfaction and deliverables, and recommend appropriate strategies, tactics, and operational initiatives to continuously enhance the client experience while leveraging data. The Client Relationship Executive drives value for clients by promoting the benefits of increased profit potential, improved productivity, and efficiency by using Enlace services and solutions. Finally, this role will act as the “Voice of the Client” across the various internal stakeholders.

Success Measures

• In 3 months: 
• Become familiarized with Enlace’s product suite.
• Gain an understanding of Enlace’s full sales cycle and process.
• Join in on client calls and begin building foundational relationships with clients.
• Meet critical internal and external stakeholders to understand the company’s priorities and go-forward plan.
• In 6 months:
• Hold independent meetings with current client base.
• Manage day-to-day relationships and needs of clients, including awareness of escalations, current implementations, and reporting of client satisfaction.
• Assess customer risks while identifying and implementing strategies to address perceived and actual risks.
• Develop strategic client roadmaps with a focus on growth, adoption, and partnership.
• Possess a deep understanding of data warehouses and how they relate to actively running a client’s program.
• Able to pull data independently to understand what happened and why, using findings to make recommendations to internal and external stakeholders.
• In 12 months:
• Continue to grow the client portfolio through account growth opportunities and manage an increase in client account assignments.
• Assist in onboarding and education of additional team members.
• Collaborate closely with Sales on potential client identification, leveraging current client account stories and professional networks.

Responsibilities:

• Oversee client relationships across assigned portfolio of accounts, ensuring excellence standards in post-sales through solution definition/delivery and ongoing support services.
• Develop and maintain account plans by leading a joint company/customer planning process that identifies relevant client needs, prioritizes initiatives and company investments, and establishes a clear action plan for success.
• Sustain long-term partnerships with clients to ensure the continued adoption of the Enlace product suite, including managing account planning, strategic executive-level discussions, escalation management, and monitoring/impacting the financial success of the client account.
• Identify and develop growth opportunities within current accounts via cross-selling and upselling.
• Work directly with the Client Management team to develop a strategic approach for payer and provider recruitment in value-based programs.
• Provide value-based care expertise to clients and internal resources and stakeholders.
• Establish productive, professional relationships with key client personnel, including C-level executives.
• Consult with clients on best practices, and develop an understanding of client business challenges and objectives and map to Enlace solution features / benefits to address these needs.
• Identify client retention risk and implement plans to mitigate risk, ensuring client retention of assigned client portfolio.
• Identify client dis-satisfiers and ensure appropriate resources are solving associated issues.
• Communicate regularly with internal staff regarding client needs and requests, contractual obligations, projected enrollment levels, business model or work procedure changes, and other elements required for successful utilization of Enlace solutions.
• Coordinate the involvement of Enlace personnel, including all Client Delivery teams and management resources, in order to meet account performance objectives and client expectations.
• Ensure that supporting account resources are familiar with their assigned tasks and uphold accountability for timeliness and quality of delivery.
• Support the Sales, Marketing and Product teams in providing relevant account information to inform Enlace business development or product directions.
• Facilitate client contract renewals/extensions.

Position Requirements:

• Bachelor’s degree in Business Administration, Healthcare Administration, or related field.
• 7+ years of client/account management experience in healthcare, ideally in value-based care or healthcare technology.
• Understanding of relational databases and ability to write simple SQL queries to pull data into Excel and / or BI tools (e.g., Tableau) to analyze opportunities, answer client inquiries, etc.
• Comprehensive knowledge of provider contracting methodologies and payer roles, responsibilities and challenges.
• Extensive knowledge of payer space and alternative payment models.
• Demonstrated knowledge of general principles of account planning, budgeting, project management, and negotiation.
• Demonstrated competency in strategic thinking, planning and leadership.
• Ability to exercise “risk awareness” and take action to reduce unforeseen circumstances.
• Ability to share best practices on relationship management, consultative approaches, and other client engagement across operations.
• Excellent written and oral communication skills and the ability to facilitate meetings with cross-functional teams in a confident and credible manner.
• The ability to understand and comfortably speak to both clinical and technical concepts is preferred.
• Ability to travel as needed (up to 25%).

Position Perks:

Enlace Health offers competitive benefits and perks to all our employees! Our comprehensive benefits package is one of the many ways we show our employees how valued they are. All full-time employees are eligible for the following:

• FREE medical, dental, and vision insurance for employees on select plans
• $1740 annual contribution into qualifying HSAs
• UNLIMITED time off
• Matching 401(k) plan
• Mac laptop and accessories
• Company-paid short-term and long-term disability
• Company-paid life insurance
• Employee Assistance Program
• Annual professional development stipend

All employees are required to maintain confidentiality as related to patient information. Employees are required to follow the acceptable use policy while using any information systems owned or controlled by Aver. Any disclosures of confidential information made unlawfully outside the proper course of duty will be treated as a serious disciplinary offense. Security roles and responsibilities include:

• Implementing and acting in accordance with the organization’s information security policies
• Protecting assets from unauthorized access, disclosure, modification, destruction, or interference
• Executing particular security processes or activities
• Ensuring responsibility is assigned to the individual for actions taken
• Reporting security events or potential events or other security risks to the organization

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. The requirements listed above are representative of the minimum knowledge, skill, and/or ability required. To perform this job successfully, an individual must be able to satisfactorily perform the essential functions of the job according to specific company requirements. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions. Qualified applicants will be afforded equal employment opportunities without discrimination because of race, creed, color, national origin, sex, disability, or marital status.