Client Success Executive II

Why is Health Advocate a great place to work? For starters, Health Advocate employees enjoy helping people every single day. Employees are given the training they need to do their jobs well, and they work with supervisors and staff who are supportive and friendly. Employees have room to grow, and many of Health Advocate's supervisors are promoted from within the company.  Join our award winning team!

2024:

• Excellence in Customer Service Awards: Organization of the Year (Small)

• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner

As part of Teleperformance in the US, we were also named #95 in the 2024 ‘Fortune 100 Best Companies to Work For®’ in the USA by Great Places to Work (GPTW®)

Description – Client Success Executive (I, II)

Role Definition

We are seeking a highly motivated and results-driven individual to join our Health Advocate team as Client Success Executive. Reporting to the Director of Client Success, you are responsible for both retention and growth of a portfolio of current client business. Your primary remit is to drive organic growth among our portfolio of clients. You will manage a portfolio of clients, with a passionate emphasis on realization of client value, retention of clients and driving incremental revenue. You will partner with centers of excellence across the organization to ensure client growth and retention objectives are achieved.

Primary Job Accountabilities

Your primary accountability is to drive industry leading profitable growth from existing clients by building and maintaining satisfied client relationships that derive significant value from our services. In this context, success includes managing a portfolio of clients to achieve:

Client Satisfaction: Ensure clients achieve value from our programs through improved utilization, employee engagement in support of improved health outcomes, and success of relevant client initiatives. Satisfaction with Health Advocate services and overall satisfaction with the relationship are also critical success factors for this role. Client Retention: Retain clients including all service lines, total population served, and margin. Client Revenue Growth: Grow the organic revenue of existing clients by focusing on driving revenue growth through delivering additional value to the client in the form of additional products and services that are well matched to the client’s needs.

Key Focus Areas

• Revenue Retention and Growth: Achieve revenue retention and growth targets for your portfolio of clients and implement specific strategies to achieve these targets. Implement a proactive client retention strategy that maximizes client revenue. This includes , identifying potential new revenue streams, identifying potential areas of client dissatisfaction, including quality of service issues, gaps in expected value received, and low utilization, and pro-actively addressing them.
• Client Leadership: Develop trusted and referenceable client relationships recognizing the client’s unique business and needs, enable successful application of service offerings and capabilities, communicate the value of our service to the client, and identify opportunities for the client to further benefit from both purchase services as well as other services available to them from Health Advocate.
• Ideation: Identify opportunities, based on regular client dialogue, for new service offerings and enhancements that will help drive client success and strengthen value perception. Create mechanisms for collecting ongoing feedback from clients and collaborating with the Director of Client Success and the product team on that feedback.
• Teamwork: Ensure smooth hand-offs of client responsibilities from the Business Development Executive to the Client Success team and foster a strong partnership with Operations teams responsible for successful onboarding as well as with the Client Care and other Centers of Excellence to ensure overall client success.
  • Performance Measurement and Optimization: Meet performance expectations for regular client contact, facilitating face-to-face meetings, meeting KPIs including leading indicators to predict clients at risk.

Mental and Physical Requirements

• This position is remote (work from home) by design, but travel is required on a regular basis: a) to our Headquarters office (Plymouth Meeting, PA) to meet with clients, team members and your executive management team colleagues; and b) to client and partner locations across the country. 
• Essential physical functions of the job include speaking, typing, leading, and participating in online virtual meetings, and regularly conducting phone calls and individual meetings.
• Essential mental functions of this position include both focused concentration, managing multiple initiatives, and persistence and endurance.

Related Duties as Assigned

The company is nimble and innovative; special projects (often with compressed timelines) and additional duties may be required to support the growth of the business. You are expected to both initiate and respond to new opportunities as they arise.

Please note that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above. Please contact your local Employee Relations representative to request a review of any such accommodations.

Qualifications

Education

• Bachelor's degree preferred. A Master's degree or other advanced degree in a relevant discipline is a plus.

Required Experience

• Proven experience and track-record of performance in a sales, marketing, or customer service preferred.
• Strong knowledge and understanding of data and analytics concepts, tools, and methodologies.
• Strong knowledge of and experience with sales enablement tools and technologies.
• Excellent communication and interpersonal skills, with the ability to build rapport and establish trust with customers.
• Demonstrated ability to collaborate effectively with all functional areas.
• Self-motivated and results-driven, with the ability to work independently and collaboratively in a fast-paced environment.
• Strong analytical and problem-solving skills, with the ability to understand customer needs, uncover hidden or emerging opportunities, and translate insights into compelling solutions.
• Proficiency in public speaking.
• Willingness to travel as needed to meet with customers and attend industry events.

Preferred Experience

• Health benefits industry knowledge/experience with either consultant/broker firms, benefits management, corporate healthcare benefits, health insurance/payers, or healthcare service providers is preferred.

Salary and benefits information:

Base salary $60,000-80,000 with total compensation at 100% of quota is in the range of $80,000-115,000.

We offer a competitive compensation package, including a base salary, bonus, and benefits. This is an exciting opportunity to join a dynamic team and contribute to the growth of our business. If you have a passion for growth and the health & wellness services business, we would love to hear from you!

Please note that this job description is intended to provide a general overview of the position and does not include an exhaustive list of all responsibilities, skills, or qualifications associated with the role.

Company Overview

Health Advocate is the nation’s leading provider of health advocacy, navigation, well-being and integrated benefits programs. For 20 years, Health Advocate has provided expert support to help our members navigate the complexities of healthcare and achieve the best possible health and well-being. Our solutions leverage a unique combination of best-in-class, personalized support with powerful predictive data analytics and a proprietary technology platform to address nearly every clinical, administrative, wellness or behavioral health need. Whether facing common issues or an unprecedented challenge like COVID-19, our team of highly trained, compassionate experts work together to go above and beyond expectations, making healthcare easier for our members and ensuring they get the care they need.

Learn more

Health Advocate https://www.healthadvocate.com/site/

Facebook https://www.facebook.com/healthadvocateinc/

Video https://vimeo.com/386733264/eb447da080

Awards:

2023:

• National Customer Service Association All-Stars Award: Service Organization of the Year.
• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner

2022:

• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner
• Excellence in Customer Service Awards: Organization of the Year (Small)
• Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver)

2021:

• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Silver Winner
• Stevie® Awards for Sales & Customer Service: Most Valuable Response by a Customer Service Team (COVID-19). Bronze Winner
• Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver)

2020:

• National Customer Service Association All-Stars Award: Organizations of 100 or Greater, Runner-Up
• Communicator Award of Distinction: October 2019 Broker News
• MarCom Awards: Gold, COVID Staycation Ideas brochure
• MarCom Awards: Platinum, 2021 Well-being Calendar
• Best in Biz Awards: Most Customer-Friendly Company of the Year - Medium category (Silver)

Health Advocate is an Equal Opportunity Employer that does not discriminate on the basis of race, color, sex, age, religion, national origin, citizenship status, military service and veteran status, physical or mental disability, or any other factor not related to job requirements. We respect and value diversity, and are committed to the principles of Equal Employment Opportunity.

VEVRAA Federal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans.

PAY TRANSPARENCY NONDISCRIMINATION PROVISION

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-I.35(c)