Senior Client Success Executive

Scope:
The primary goal of the Senior Client Success Executive is to maximize client satisfaction and retention while driving growth and profitability. This is a remote position with no requirement to commute to an office. 

Education:

• 4 Year College/University Degree. This requirement will be waived for someone who has 15+ years industry work experience.

Experience:

• 7-10 Years Experience in working with clients, assessing their needs, and facilitating responses.
• Knowledge of the insurance, self-funded, and stop-loss industries is preferred.

Requirements/Skills:

• Good organizational skills and time management.
• Must be a dynamic individual with strong interpersonal skills.
• Must be a critical thinker and have a passion for the position.
• Must be able to multi-task and multi-process for a variety of clients at the same time, while staying organized, providing timely responses, deliverables and follow-ups.
• Excellent verbal and written communication skills.
• Ability to handle difficult situations tactfully and diplomatically.
• Effective problem solving and decision-making skills.
• Strong computer skills with proficiency in MS Office Suite products (Word, Excel, PowerPoint).

Duties and Responsibilities:

• Ensuring that clients remain satisfied and continue to do business with the company. This involves proactively addressing issues, providing high-quality support, and delivering value that aligns with client needs by maintaining a complete understanding of all MedWatch products, service offerings and implementation processes.
• Maintain a thorough working (aka hands-on) knowledge of the MedWatch CMS system to be able to implement/modify products, client specific workflows, where and how to run reports and any other Client/Group contact information.
• Manage assigned block of TPA’s/groups with multiple services, benefit plans and vendors.
• Identifying opportunities for upselling or cross-selling additional services or products to existing clients, thereby increasing overall revenue.
• Work with MedWatch internal departments to help investigate and bring to resolution any issue that the client may have.
• Designing and implementing processes that make it easy for new clients to get started and derive value quickly and ensuring that ongoing interactions are smooth and positive.
• Onboard new Customers/Clients and their groups, including but not limited to programming of CMS system, communicating products sold to internal MedWatch departments, preparing employee communication pieces, and coordinating vendor implementations.
• Develop a strategy on your outreach to clients.
• Coordinate and Facilitate Quarterly/Semi-Annual Client Meetings, as well as any other meetings that may be necessary to service the Client appropriately. Travel may be required.
• Analyze the customer needs & interests, refer to appropriate MedWatch staff members as necessary.
• Address customer problems, issues or complaints and engage in the activity necessary so that a
• resolution may be expedited. Use client feedback and performance metrics to continuously improve the client experience and address any areas of concern.
• Ensure that all client deadlines are met, and that expectations of all parties are managed.
• Present Fee Schedule Renewals and New Products to Clients.
• Run, Review and present client reports and services utilization reports to ensure client understanding.
• Assist accounting with outstanding invoice issues.
• Participate in marketing/sales meetings when requested.
• Project a positive image in representing MedWatch to clients, customers and brokers.
• Collaborate on Marketing materials when requested.
• Update job knowledge of industry by participating in educational opportunities, i.e. webinars & industry publications.
• The incumbent may be responsible for duties or responsibilities that are not listed in this job description. Duties and responsibilities may change at any time with or without notice.

Work Environment / Physical Demands: This position is in a typical office / home office environment which requires prolonged sitting in front of a computer. Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment.

The salary range for this position is from $75,000 to $80,000 annually. 
We are an Equal Opportunity Employer including disability/veterans